SonderReviews of sonder.com

Sonder is the worst experience of my life. To begin, I had HORRIBLE WiFi connection that I asked them to fix three times. It NEVER got fixed in my two week stay. On my third week, my unit FLOODED. My 200$ luggage and clothing were spoiled. I contacted sonder to fix it and they confirmed that at 3:30 pm, after I finished teaching my University class on zoom, someone would come fix the flood that encompassed the entire kitchen, workspace, bathroom and closet area. At 1:35pm, a man ENTERS my apartment unexpectedly. As I am a young woman living alone, I am startled and scared by a RANDOM man I have never seen before enter my apartment WITHOUT CONSENT. He quickly says that I need to move units ASAP so he can get to work. I told him he wasn’t supposed to come until 3:30pm, when my class was finished. He makes me move to a new unit 5 minutes before I have to teach my UNIVERSITY class. After I relocated promptly and finished teaching my class, I return to my old unit to retrieve all my items I had to leave with two strangers as they asked me to remove myself from the unit. When I get to the door it is locked and the code has changed. All my belongings including Wallet and passports are locked in a unit. At this moment, I have no access to my belongings and have to contact sonder’s virtual concierge that takes more than half hour to open the door for me. I was still paying for this unit and had been reimbursed when they cancelled my access to this room I had been ushered out of 1 hour before. I was moved to a smaller unit with less workspace. I am extremely disappointed and disturbed by the lack of communication within the Sonder and the INVASION of privacy that concerned a random man enter my apartment unbounded. No one should stay at Sonder. I have learned the hard way that they will violate your privacy, security and professionalism.

Booked our holiday in January 2020 for November 2020 however due to Covid pandemic we couldn’t fly out as flights cancelled and travel regulations. They wouldn’t refund our money or give us alternative dates for 2021. Very poor customer service. Having to try and claim money back through credit card

Terrible customer service. At time of checkin we were told there was a problem with our 2 bedroom apartment and instead we were going to be split into 2 1-bedroom apartments for the first night, and then would be moved to different 2-bedroom unit for the rest of our stay. Given this inconvenience, Sonder offered to refund me the cost of the first night. Then began multiple emails and phone calls for me to finally get the correct refund that I was due. During these calls, they attempted to deny me the correct refund amount multiple times and also told me there was no way for me to speak to a manager. Very frustrating and time-consuming.

Something wrong with management. Cleaning company isn't wearing masks when doing cleaning during COVID. My apartment was still being cleaned when I checked in. I called management, and they assigned me to a smaller room after I waited over an hour with my mom who is a senior. Then I found out that they gave me a smaller room, the person refused to give me back my original room saying that I should pay more. I think there is something wrong with their system and also management. Try to stay away if you can find an airbnb or another short term stay company. You will get much better service and you will save yourself some trouble.

It's hard to know where to begin on Sonder without sounding over the top. The business is very transparently a money play on investors - indicated best by their complete lack of care for customers and(/or?) obvious incompetence in hotel management. I am left at the end of a two month stay having had my safety and health threatened, and feeling I was defrauded of my money for a filthy room that was in disrepair. I can't list every law and promise that Sonder has violated as it would go on so long but the main things: 1) It was filthy: I rented because Sonder promises a very thorough covid sensitive cleaning process and building management. I have now been in three separate units and can tell you they did not even get close - there was food on the floor, grease all over the kitchen, hair in the shower, filthy floors, toenails (many) in the carpet which was also so dirty it was sticky, used crusty kleenexes on the floor in the bedroom, food on dishes, other people's half eaten food in the fridge....and on and on. And all of this was true less than an hour after someone told me they personally checked the unit to make sure it was clean (for each of the three units I've tried). When I asked them to simply come fix the problem by cleaning, they lied and said they can't clean rooms once you move in. The lack of cleaning during a pandemic and the fact that they also do not enforce covid standards (no one was wearing masks in the building for instance) are a threat on my health and life. All of it was obvious cost saving measures for Sonder. And so, their poor customer service reps are forced to lie like this rampantly. 2) Amenities: one of the promises in our agreement and their advertisement was a hottub. I called Sonder ahead of time and on the phone a Sonder person said he checked personally to make sure that it was. When I got to the building an hour later it was out of order and the building manager said that Sonder doesn't have anyone on site to do such checking and that no one had even contacted her! Another of their many lies. Supplies - they promise to provide the basics like TP for the 'length of your stay' and now are pretending that some very recent internal policy is more important than their legal obligation. They actually said 'go get it yourself at the Target'. Repair - the place is decently decorated albeit cheap amazon/ikea like stuff. But it is too cheap for a hotel so many things were broken. The most egregious was the pull out sofa bed - the frame was mangled and the mattress was full of food and stained. And again, in addition to all the violations of their own promises, the law, and well, basic human decency, they lied more than 10 times, and were rude, condescending, and offensive. That kind of culture starts at the top and one customer service rep actually confirmed it when they told me they were so sorry they couldn't do what was right due to new rules to save Sonder money. The violations were so extensive and egregious one almost has to laugh. But I also called the attorney general.

Okay I’m not the one to complain but I feel like people need to know about my experience here in Montreal. First of all, for the first week there was drilling noise as if there was some construction going on and it’s crazy cause scrolling down there’s another review that states the same thing, it clearly cannot be a coincidence. Second, I was looking under the bed and found a used condom, this is disgusting and gross at all levels, like I can’t believe they have a cleaning staff yet you still can experience things like that. The worst part of my stay was when they told me they were sorry about the condom story and sent their staff crew to clean my Sonder and I had to leave, GUYS they stole from me. I knew exactly where my vintage Louis Vuitton scarf was and when I came back it wasn’t in the Sonder at all, I searched everywhere. And their excuse was that they were looking for it then another person called Patrick reached out to me to say without any proof they couldn’t reimburse me or give me my item back, like is that a f joke?? How can you prove you got robbed?? And it’s their word against yours. Like yes the place is nice but it’s not worth the stress and the arrogance of its support team, I highly suggest using Airbnb or going to an hotel cause they ain’t sh** lol.

Horrible stay and even worse customer service. Sonder stole my money the same way as all the other people describe in their reviews here. Cannot expect a refund and the company is a scam. How about we join our forces in a lawsuit against Sonder? This company shouldn’t be able to be legal and running, they’re thieves.

DO NOT STAY WITH SONDER. For starters their communication is absolutely horrendous. I booked a 45+ day stay and after stressing and reaching out about an update they finally told me I would receive an email 3 days out (talk about cutting it close). Then at 3 days I reached out again, and again they told me I’d receive information soon. It wasn’t until less than 48 hours I received any notification (keep in mind at this point I’ve paid them $1900). I literally thought I was being scammed. Sonder doesn’t run the building itself so I won’t hold them accountable for the issues I ran into once I got keys, but there were many. Then my second payment was due and there was no way for me to make the payment I finally reached out and had to ask them if they would take my payment (another $1800). I asked if they were running my card to please send me a payment confirmation. I was told that they couldn’t provide me a payment confirmation because it wasn’t their department. Yet again I was questioning the scam I had fallen into. I have requested to speak to who ever is in the department that can help me for the multitude of issues and I’m always told I will receive a call and my phone hasn’t rang once in the 46 days I have been here so far. The way their customer assistance speaks is extremely rude so please heed my warning and avoid at all costs.