Sonder Reviews 602

They cancelled our reservation twice, and the customer service was not good in response. The first time there was no explanation. The second time they said the unit was "taken offline", another way of saying they gave the unit to another renter, oops on us. Really BAD organization - stay away from them!

Excellent in every way. We stayed in a 2 bedroom 2 bath superior apartment in New Orleans business district for just over a week. The apartment layout was superb so we never got in each other's way. Public transportation was just outside the door on Canal St in New Orleans. We couldn't be happier with our experience.

I have stayed at Sonder a few times and had decent experiences. But this time it was horrible. The heater in the room makes a horrible noise making it impossible to sleep. So asked for a comforter, since I had to switch it off. They can’t give one till tmrw. Meanwhile the refrigerator has started making a horrible noise. Unsure whether it will short circuit or not. First they asked me to check the panel. Then they told me they will look into it tmrw morning. Even though I mentioned my concern about a fire hazard. It’s insane.

Entry at my Sonder in Phoenix required code for the room -- on the second day the key pad became difficult - required 5 or 6 attempts to get in - third day I was locked out!!! in town to complete urgent property, legal and banking errands for a dying sibling I had little time to resolve problems with Sonder. Three calls to "concierge" over a five hour period. Each time the same request. First two times the "concierge" just wanted me to try the code more carefully; finally second person gave me a backup code and promised to text it to me. Happily I'd written it down because no text ever came (as a backup!). It didn't work. Third call, a much more intelligent/helpful concierge, but the code finally worked. Latency issue in the sender lock system? Warning -- the host building management has no control or way of assisting.

Absolutely appalling. Booked a business stay 2 months ago to be notified that our stay has been cancelled because of a ‘technical error’. No warning, no opportunity to amend our length of stay and no compensation for the travel and business disruption caused. An utter disgrace and will never be booking with them again. I advise you to stay away from the company.

AVOID!! As of this post three of their webpages are down. No one has replied to my customer service request about fixing them and the company simply ignored my ID submission for a week. It took me doing a live chat and threatening to cancel my reservation for them to finally tell me that they needed me to resubmit it. After all that, I still ended up cancelling because no respectable company does business this way. READ THE REVIEWS FIRST AND AVOID SONDER AT ALL COST.

Absolutely a terrible experience someone barged into my room at 5am. Thankfully the extra lock was open so the door couldn’t go go past an inch. I was petrified. No one to help. Worst place ever

I kept getting emails about ID verification when I've done it before and the app kept incorrectly saying I didn't have the app downloaded when I was chatting with customer service on the app! They need to work out their whole customer service and pre-check-in workflow because it is cumbersome and a waste of time!

Worst hotel reservation system ever. In the end I cancelled my bookings.

I arrived at 730am after flying in from Australia and am still sitting in the foyer over 6 hours later. I have been told I should have made an early check in request. Haven’t had a shower now for coming up to two days and seems they are not able to get my room cleaned or put me in another room

Their LA hotel onerously charged our card 800 USD (550 USD over the deposit) for claimed damages which we categorically did not cause, and sent us a snotty email claiming the decision “was final”.

We got the money back after a very sternly worded email back and threat of legal action, but they didn’t have the decency to reply.

To echo everybody else here, it feels like a scam so I would avoid. Quoted me one price and charged me a higher price. I asked their customer service for help and they advised their pricing is 'dynamic' and 'the price you see online does not reflect the actual charge once booked'.

Hotel cancelled our reservation 1 hour before check in after flying to Boston. My daughter and I had no place to stay in an unfamiliar city. The representative told me they had a room available at another Sonder hotel in Boston but they would charge me $2,600 for one night. Other then that they offered no other help for me to find a room on a weekend at a very busy time in Boston. We ended up having to pay double the price of what I had booked 2 months ago due to it being so last minute. The Customer Service would not transfer me to a supervisor and gave me no compensation for the rate that I needed to pay to have a place to stay.

My bill, which was automatically charged to my credit card, was much greater than the quote I received online. I contacted their customer service department and uploaded both the bill and the quote. They claimed the difference was due to currency rates between US and Canada, but that's impossible because their original quote was in both currencies. Plus, there is not a 58% difference in the currency exchange rate.
Their reps speak a very broken English and there is a lot of background noise on their calls. I spoke to them multiple times. They claimed they couldn't understand me which I believe is fraudulent since I sent them the quote and the actual bill.

Scam. Don't know how they got great ratings on booking.com but the building they show is not even the hotel. They show a picture of the prettiest building in the street. Pictures of the room itself showed great photoshop skills. Underwhelming, too expensive for what it actually is.

The room was very loud and the floor was vibrating every 2 minutes as a metro line was running below the building. I asked to move up to a higher floor. They requested I paid 150€ to be moved from 1st to 3rd floor within the same category. The rather left that room empty than give it to me.

Stuff was not helpful and I caught them sleeping in the lobby multiple times during the day.

Absolute nightmare unable to complete sign details via their link sent by text!!!!

Sonder is a scam company,

On Oct 3rd I booked Sonder City Hall Park in NYC.

They confirmed my stay in written confirmation and charged me $922.68 for two nights.

The next day, I flew across the country and headed to my hotel. While in my cab, they cancelled my room (without explanation) and are keeping my $922.68 for 4-6 days as float before returning it.

This is an unethical company with complete disregard for laws and common decency.

Beware!

We sent an inquiry to Sonder customer service asking mobility accessible accommodation because my husband is disabled. It took weeks before Sonder got back to us for some arrangement. When we arrived in Boston after a 24 hours flight, we found the property is not accessible - there is no elevator to the room, the only way to get to the room is more than 25 steps of stairs which is impossible for my husband to access. Rang Sonder number, being hold for more than 1 hour then we were told there are no other accommodations available. It was 7pm we were left on the street in a strange city with no where to go.

Had my credit card stolen on their app (they make you download their app and give too much information too check in) and someone booked a stay on my card. We were able to cancel it, but had to cancel our credit card. Still had our reservation for our stay, but had a nightmare situation checking in (2 hours on the phone straightening it out!) and they gave us $100 credit for another stay. We were reluctant to book with them again, but did. Less than 24 hours before we left for our trip for the next stay they sent a text message telling us they CANCELLED our reservation! No explanation, and when I called the only number they gave me, that person had no idea and refused to rebook it!! Terrible, NEVER EVER BOOK WITH THEM!!