SonderReviews of sonder.com

I'd give them a zero if I could. Terrible customer service. I had booked an apartment for SXSW which was cancelled after the cancellation period. All other hoteliers and well-known brands (including Airbnb) offered refunds and/or credits, Sonder refused to do anything at all, they even took the cleaning fees etc which were supposed to be refunded. Not impressed with their lack of compassion or for that matter consideration for how important it is to protect their brand reputation and future business. They market themselves as a more personal alternative but don't actually live up to it at all...

Booked a Sonder room the weekend of March 9 for 4 nights through airbnb. Had to cancel less than 24 hours before the reservation due to this escalating crisis and things getting worse by the hour: closing school districts, CDC/WHO guidelines, federal/local government instructions; the list is becoming endless at this point. All in all, wasted a lot of money on this company which we will never use again and never recommend to anyone. We asked for a refund since this crisis seems indefinite as far as anyone knows, but they pretty much told us to go f*** ourselves. Big corp, lots of money, greedy. They probably treat their employees badly too. Apologize all you want, but apologies don't matter when the world is falling apart. The person sending out responses can't even spell properly. Karma doesn't discriminate and neither will their stocks. "At this point in time, we are sticking with our cancellation policy that is listed on Airbnb. Because you cancelled your reservation two days before it was scheduled to begin, you are not currently eligible for a full refund for cancelling your reservation. I completely understand that this is not the news you were expecting or hoping to hear today. We are aware of the situation in the United States and we are currently monitoring it very closely. We are currently recommending that you reach out to your travel insurance and credit card companies if you require assistance. Please let me know if there is something else I can assist you with."

Agreed about the refund policy! I went through Expedia for 3 nights then extended the stay another night directly through Sonder. I was to check in March 16 but had to cancel March 13 because of COVID 19. I was able to get a voucher for the night directly booked through Sonder but nothing for the nights booked through Expedia, although Sonder has been paid. This is totally un American, a voucher for all nights is a fair compromise. PLUS I cannot get an invoice for the whopping $180 I spent on the one night (a huge increase from the $100/night I spent through Expedia) because of an unstayed night. I kinda sorta need this for tax purposes!!! Terrible TERRIBLE customer service and policy and I won't use Sonder EVER unless they make this right.

Terrible refund policy

Agree with the previous reviewer, no compassion whatsoever from Sonder re Covo. Not asked for my money back only a change of dates. Poor customer service.

Poor customer service and would advise Booking.com to distance themselves from a company like this. Zero flexibility when it comes to countries affected by Covid19 virus.

Let’s talk about the liars of Metroloft, Sonder and the leasing and management office of 20 BROAD St which is an apartment building! When we moved in last December they blatantly lied to us and said the first eight floors would sometimes have LONG TERM “business” rentals. Well! About a month after living here I see Sonder plastered on one of the elevators and start seeing a bunch of questionable, tourists, non respectful people and crime causing individuals entering our lobby all the time which is NOT LONG TERM AT ALL Basically we live in a hotel. This was supposed to be an apartment building first of all now it’s a hotel and the short term leasing Airbnb type rentals have now moved UP THE ENTIRE building past the “eight floors” they said. I have one next door to my unit. Honestly what a nightmare. What liars. All the time I hear real residents talking about the lies we’ve all been told and how we are stuck in our leases and have to deal with this. This is NOT “luxury living” worth paying $4,200 a month for. They’ve lost their minds. This has been the worst living situation I could have ever dreamed of. Extreme incompetence and lack of customer service. We have contacted management multiple times and the one time they have ever responded they tell us our only choice is to pay thousands of more dollars for a new security deposit and new lease to move away from the situation that THEY lied about. This is insane they should be on the front page news. Do not live here please. The most ridiculous thing is is that nobody tells Sonder guests that this is in fact an apartment building with people who actually live here. They don’t even know! They lie to them! Half the time it’s bachelorette parties in the lobby wanting their picture taken by OUR doorman who do not even work for Sonder. I literally walked into the lobby one time and saw police and what was that about? A Sonder guest. Did the apartment tell us about any danger? Absolutely not! My apologies to our doormen who have nothing to do with this and do their best.

My first stay with Sonder was at 20 Broad Street in Downtown New York. It’s out of my expectation since I only needed to pay half price for the 4 stars suite. The suit was amazing with all necessary facilities with make me feel like staying home. The location surprised me when I know that I can stay beside the New York Stock Exchance and just few steps to the Trump Building in Wall Street. I’ll definitely look for Sonder for my next trips to other cities in US. Highly recommend.