Sonder Reviews 

You would think that by partnering with Marriott Bonvoy, a MB member would be able to cancel their one hotel (two months out) for another MB hotel. Not the case. Very, very, very disappointing. Membership has no privileges, I guess.

SONDER IS A SCAM. I booked my stay through Hotels.com and paid in full on 5/19. After my stay in August, Sonder charged me $850 FOR NO REASON. I called customer service to get a refund and they gave me the runaround. After one day, they said my refund will be processed in 24 hours. After the second day, I called to follow up and they said snappily that the refund will be processed in 24-48 hours. On the third day, they told me my refund will be processed in 7 TO 10 BUSINESS DAYS. For some reason, customer service cannot give any proof that my refund will be processed via email AND I ABSOLUTELY DO NOT TRUST THIS COMPANY TO GIVE ME MY MONEY BACK. DO NOT BOOK YOUR STAY HERE.

The company simply refuses to issue a refund. The booking was canceled on time. The payment receipt lists them as the recipient, but they claim that Booking should return the money. Booking says they never saw this money. For two months, Booking has been trying to contact them, and they simply ignore the requests. All my correspondence with them on Booking feels like talking to a wall. First, they told me the refund would come in 10 days, then they spent two weeks “escalating” the request somewhere higher, then it turned out their system hadn’t synchronized with Booking’s system, and finally they said, “Why are you asking us? Booking should return the money.” What a shady outfit! Never pay them in advance.

Please avoid this people if planning for a holiday.
I make a buggiest mistakes.

I’ve tried Sonder for two times at different states and I will never do it again. They are terrible communicator, terrible management and the places are not as they describe!
Would never recommend it.

Buyer Beware of Sonder. A day before we were to arrive, we were told the shower was broken. We had the option to stay and be moved to another room the next day, or get a refund and find somewhere else. We chose to stay due to the short notice and the difficulty in finding an alternative. THE NEXT DAY, THERE WAS NO OTHER ROOM AVAILABLE! For 2.5 days, we did not have a shower. This is New Orleans with 90-degree temperatures and 85 percent humidity. You cannot call SONDER; only use their text option on the app. Finally, they agreed to comp. our stay and provided some compensation on the third day. This was acceptable to us. HOWEVER, THEY HAVE GHOSTED US ON THE REFUND. It has been over a month.

I'm not sure how they are associated with Marriott, since they wouldn't accommodate us at the Marriott just a block away. Also, it is similar to an Airbnb. We discovered they don't have a regular maintenance person, so we had to wait for the building owner to come out and fix the shower.

HELL NO. I beg you please don’t come here. Especially when they ask you if you want to try the “farmer breakfast” it’s 16 euro per person. I had DIARRHEA for two days because I ate there. Eat anywhere but at the breakfast on the second floor!

Just stayed in a Sonder in downtown Philly. We got trapped in the elevator for about 15 minutes. Apparently they were servicing it and Just stayed in the Sonder in downtown Philly and got stuck in the elevator. The elevator kept going up and down but the doors wouldn't open. Eventually we were let out on the top floor. No one answered when we pressed the help button and there was no sign on the elevator. On top of that the room was noisy and the ac erratic.

I would give one because my fist time booking on 2024 on august with them I found out they DO NOT OFFER ANY REFUND MONEY BACK for cancelations months away or ever. I know because I canceled and than called and find out so they said I could used the credit for other booking and so I desired to re-book and move forward with the trip but when I booked online it said one Sub total with taxes and everything and when I called them they gave me a different higher price and made a dumb excuse of why it was expensier.

Anyway, I decided to canceled and when I later booked the next year looking to use my credit they told me it had just expired and THEY CANNOT HELP. IT WAS about$ 1,000 and they could help me out this one time. Anyways, RUN AWAY, do not book with them. I would rather book with any other companies than this one. UNLESS YOU ARE LOCKED AND HAVE NO OTHER CHOISE book and DONT expect refunds or first time exceptions cause they dont care if you are a first CUSTOMER

I have never reviewed anything before, but dealing with Sonder has been so hair-tearingly, teeth-grindingly frustrating that it seems like the right thing to do. Even if it stops one other person having anything to do with this company, writing this will have served a useful purpose.

The booking was originally made through Booking.com, but months before the stay, the name on the booking and payment details had to be changed, as the booker was unable to travel. But when the trip came around, Sonder were still using the original name. After many hours on the phone, I was told it was impossible to change the name (which was necessary, because of Sonder's ridiculously complicated pre-arrival verification procedure), so the booking had to be cancelled and a new booking made with the correct name. From then on, the problems flowed.

The details of this sorry tale would take too long to recount here but, to date, I have spent 12 hours in contact with Sonder's customer service people; I had to battle to be given the access code to the property a few hours before arrival; and I have ended up paying paying them three times - one payment has been refunded, and I'm still waiting on the second (which Sonder have decided to send to the card belonging to the original booking, despite me updating the name and payment method ages ago, leaving me no option but to hope the person who booked the accommodation in the first place doesn't go on a spending spree with the unexpected thousand pounds that will suddenly appear in their account).

It's slightly consoling to see so many people on here have had similar dreadful experiences. Hopefully reading about some of them might stop anybody else having anything to do with this company.

I have NEVER had an experience as bad as I have with Sounder/Marriott hotel situation. There is zero communication. They will not refund your money if you are sick or if there is a death in the family. They lie - they will text you telling you that they will refund you and then they don't. I don't even know how they stay in business. Will def take this to the State AG.

Never had so many problems booking a hotel room.

I booked three rooms through booking.com

I paid upfront the whole amount. And every day since Sonder tried to take $750 a day.

Even after cancelling the booking, they still continue to take money

Do not book with this company, I did this through booking.com and currently trying to resolve it

I cancelled my room well ahead of the reservation date, fully within the cancellation policy that promised a full refund. What should have been a simple process turned into a frustrating and drawn-out experience. It took four emails and twenty days for them to return my money. I wasn’t asking for anything extra, just what I was entitled to. The lack of urgency, accountability, and even a basic apology made it feel like my concerns didn’t matter at all. This experience seriously damaged my trust in their service.

I would like to give them 0 stars. DO NOT BOOK WITH SONDER. I paid extra for a reservation with a guaranteed refund. When I needed to cancel, it took me three phone calls and several hours to find someone to start the refund process, Now they refuse to return my money, claiming they have insufficient funds. Do yourself a favor and book with a reputable hotel instead.

I am baffled as to how Marriott can associate their name with this company. To begin with, nothing seems to work—not their faulty app nor the access codes. While traveling from Florence to Rome, I was unable to view my reservation on either the app or the website. After spending 1 hour and 45 minutes communicating with a representative via their chat app, they eventually gave up and sent me the access codes after reviewing my videos and pictures, which clearly showed that neither the app nor the website was functioning.
Upon arriving at the property, I found it to be about 45 minutes away from any major landmark in Rome. The neighborhood was also quite unsettling, with gang-related graffiti visible everywhere, including on the property itself. When my family and I attempted to enter using the provided codes, they did not work. I contacted Sonder again, and we were left waiting in 95-degree weather for approximately 2 hours with nowhere to go, surrounded by all our luggage.
Ultimately, a cleaning crew kindly let us into the property using their code, but even after three more hours, we still did not have the necessary code to access our apartment or the property. This meant we couldn't leave for lunch, nor was there any drinking water available in the property. This was an unacceptable level of service. Again, I am at a loss as to how Marriott could be associated with such a company. This experience has been utterly disappointing.

WOW - honestly a 1 star review is high praise, DO NOT stay at any SONDER PLACE EVER, I dont even want to go into the rant of what happenend but lets just say it was unlivable and I had to fight for a month to get a refund - PLS the Reviews are RIGHT DO NOT STAY HERE

If I could give less stars I would. Terrible experience. Dirty rooms, broken bed and blinds. Ear plugs next to bed was the beginning of my realizing we’d made a mistake booking this place. Then as I tried to remedy various things, long holds on phone calls, bad interface and interactions on the sonder app. Strung along with various stories as they scrambled to try and remedy the situation but failed. I will never come back and stay at anything Sonder. The problem with companies growing is that they start to lose quality as they try and maximize profits and this is apparent here. Don’t even bother staying here. Take your money elsewhere unless you enjoy pain. In which case you’ll love it.

Absolutely horrible service. I wanted to see whether an early check-in was possible. Wouldn't mind if not. I ask on the app, they tell me to call the venue. I call the venue, they tell me to talk to the chat. The chat is approximately as responsive as a narcoleptic sloth

Like - why?!

I have been on hold for over 21 minutes trying to ask a question about a free night I had been given due to flooding in a hotel in Detroit. I'm so over this hotel chain for not caring about customers.

Vi boede 4 personer på Sonder Hotel i Washington. Ventialtonen kørte videre, når vi slukkede for den. Vi fortalte det til en sød kvinde i receptionen. Hun sendte beskeden videre til pedelen og han kom og skiftede et filter. Jeg arbejder selv med ventilation til daglig i mit arbejde, så kunne fortælle ham at det løste ikke problemet. Han var meget venlig og gav mig ret. Han sagde vi skulle blive med at fortælle det i receptionen og det gjorde vi. Kvinden i receptionen sendte sagen videre til en ingeniør. Vi så aldrig ingeniøren, for problemet blev aldrig løst. Lyden var metal mod metal lyd 24 timer i døgnet. Vi sov meget dårlig om natten. Det positive ved stedet var beliggenheden.