SonderReviews of sonder.com

Absolutely useless customer service. They keep passing the issue to a different person, up to six now, and not one of them reads or understands the issue, not to mention the contradictory responses. Requests for escalation to a manger are just ignored and it is clear that there is no interest in helping or doing anything other than taking your money. I would very strongly suggest not booking with Sonder or Marriott Bonvoy.

I booked a Sonder apartment over 7 months ago for a trip in early July. On May 1, Sonder abruptly canceled my reservation, claiming the entire building would shut down just days later. No advance notice, no explanation beyond “unforeseen circumstances,” and no offer to help rebook—just a refund. Since then, every comparable option in the area is now 30–50% more expensive, and Sonder won’t provide any support to cover the difference. When I reached out to customer service and asked to speak with a supervisor, I was placed into an email queue with no clear timeline for a response. This was supposed to be a long-anticipated group trip, and we’re now scrambling to find an affordable alternative at the last minute. As a customer, I feel completely unsupported. Sonder’s lack of accountability and customer care has been incredibly disappointing. I expected more from a company affiliated with Marriott. Be very cautious booking with them—especially far in advance. If something goes wrong, you're on your own.

Sonder's handling of reservations, cumbersome online check-in process, and constantly malfunctioning app create nothing short of frustration, demonstrating a lack of professionalism and commitment to ensuring a positive guest experience. I would not recommend staying with them again.

Sonder is an absolutely disgraceful company. After altering my reservation (which they confirmed), they completely abandoned me without a place to stay. I repeatedly requested manager callbacks over several days — not one manager ever bothered to get back to me. Their so-called customer service department is just as useless: clueless, disorganised, and not empowered to help with anything. It’s evident that you're on your own once Sonder has your money. They show no interest in helping their customers, no accountability, and no real management structure whatsoever. If anything goes wrong, you’re left fending for yourself — and trust me, it will. Be very wary: this company only cares about getting paid. After that, you’re invisible to them. Stay far away unless you want to be stranded without support when you need it most.

This company can not be trusted. Our family rented more than one unit to be close together. However the day of arrival my sister in law received a message that there was a problem with her u it and she would be relocated down the street. The place she was moved to was very not nearly as nice. They offered her a credit refund. But it gets worse there was actually nothing wrong with her rental they double booked it. We know this because we knocked on the door and someone came to the door and told us they rented it a few days before!!! Our unit the tub was cracked the floor had a crack we requested more towels they never showed, I stopped the cleaners in the hall and they could not speak any English to help me and they had limited supply of face cloths and towels and couldn’t get what we needed.

Awful booking policies No consideration given to a situation out of my control forcing me to cancel my trip. Gave a week's notice and offered to provide documentation as to why I had to cancel and they refused to even do a partial refund. The company is bleeding money so will look for any excuse to keep yours without delivering on services. Stay away from them.

For the second time (in two different cities, in two different years), Sonder cancelled my confirmed reservation without giving any reason for doing so. I called their customer service number to try to get an explanation and was told repeatedly that they were 'not allowed' to give me an explanation and there was no possibility of speaking with a manager. I will never try to use their services again. Sonder is a horrible company. Save yourself the hassle and book your stay some other way.

Awful scam artists- had a room with Sonder Manzoni Milan booked for over a month, they initially charged me twice for the same room which had to be reversed back from my card issuer as they refused to acknowledge that they had charged me twice. A week before I was due to fly out, they locked me out of the app (I couldn't reset my password) I was told that the existing reservation was cancelled (they have not refunded the original amount either so I am again having to reverse this back via my credit card issuer)