Sonder Reviews 

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)

The apartment was nice enough. However, many nights were loud from trucks outside in the early morning (middle of the night), next to the gas station, or from noise from neighboring units with the thin walls and ceilings. Supplies were not always fully stocked but had called once and they were on it.

Stayed for 9 nights and the elevator was broken for 4 days with no updates to when it would be fixed from the onset. Was in town for work and had my mother staying with me, for whom the 3 flights of stairs were tiring 3xs a day. For check out day and for those checking in, taking luggage down the stairs was a bonus. Customer service on this issue was lacking to say the least.

Unser Aufenthalt bei Sonder war leider alles andere als angenehm. Schon bei der Ankunft war das Apartment nicht sauber. Obwohl nach unserer Beschwerde eine Reinigung durchgeführt wurde, war der Ablauf extrem unpraktisch. Wir waren nach unserem langen Flug aus USA völlig erschöpft und wollten erstmal einfach nur ausruhen, aber das Reinigungsteam bestand darauf, sofort loszulegen – ohne Rücksicht darauf, dass wir eigentlich nicht gestört werden wollten.

Dazu kam, dass die Unterkunft selbst mehrere Mängel hatte. Eines der Badezimmer war nicht nutzbar, weil das Licht nicht funktionierte, und das andere hatte keine funktionierende Heizung, was den Aufenthalt im Januar bei der Kälte besonders unangenehm machte. Trotz mehrfacher Meldung wurden diese Probleme während unserer gesamten Zeit dort nicht behoben, es kamen immer wieder Mitarbeiter für die Reparatur vorbei aber keiner konnte eine Lösung anbieten.

Besonders ärgerlich war, dass wir für eine voll funktionsfähige Unterkunft bezahlt haben, aber nicht einmal alle Räume und Annehmlichkeiten nutzen konnten. Das Personal war zwar freundlich, aber das ändert nichts daran, dass sich an der Situation nichts verbessert hat. Dazu kommt noch, dass der Check-in absurd spät ist (erst ab 16 Uhr) und selbst eine Stunde früher einchecken extra kostet (in der App stand schon fest, dass wir die Koffer auch nicht zu einem früheren Zeitpunkt abgeben durften).

Wir haben Sonder mehrfach kontaktiert und um eine angemessene Entschädigung für die erheblichen Unannehmlichkeiten gebeten – doch es kam keinerlei Entgegenkommen. Kein Preisnachlass, keine Rückerstattung, nicht einmal eine ernsthafte Bemühung, die Situation wiedergutzumachen.

Alles in allem war das ein enttäuschender Aufenthalt, und wir können Sonder so definitiv nicht weiterempfehlen.

I recently stayed at Sonder Downtown in Dubai, and it was an absolutely fantastic experience, so good that I stayed for 9 months! The accommodationswere modern, clean, and perfectly located, making my stay seamless and enjoyable. What truly stood out, though, was the exceptional service from Lindsey Howell in the business team. She went above and beyond to ensure everything was perfect—responsive, attentive, and incredibly helpful throughout my stay. Her support made all the difference, and I couldn’t be more grateful. Highly recommend Sonder, especially with team members like Lindsey who truly care about their guests. Thank you for an unforgettable stay and can't wait to come back!

Very poor experience all round.

I booked the package through Marriott Holidays.

My flight was cancelled and Sonder refused to give me any part compensation for not using the room on night one.

When we arrived, there was none of the amenities for breakfast/tea/coffee available and the receptionist was unable to help.

They do not clean your room. We were told that a normal housekeeping service wouldn’t happen - but that they would give new towels each day - they didn’t. We were told a full clean would happen once during our 8-night stay - it didn’t.

It was really clear on the Marriott Holidays website that the stay would earn Bonvoy points and Elite nights. However, they were not awarded. When I followed this up, Marriott told me that Sonder had to activate the awards from their end.

Sonder refused to do so - even after admitting that the points/nights were promised.

The whole experience was a catastrophe and an extremely poor example of customer service.

I’m a platinum member of Marriott - staying more than 60 nights a year. I rarely have any issue with Marriott properties - and when I do, it is resolved efficiently and competently.

Because of this and the multitude of poor reviews here, Sonder DOES NOT belong in the Marriott portfolio and i do hope that they reconsider.

I booked this reservation through Expedia on January 1st, 2025. Expedia and or Sonder were quick to take my money for my reservation. At 11:05PM CST January 20th 2025, I received a message that Sonder cancelled my reservation for “reasons unknown”. This company has been earning interest off of my money for 20+ days, and will take “an additional 10 days to refund”. This is a RED FLAG! I FEEL THIS COMPANY IS TAKING RESERVATIONS, HOLDING MONEY AS LONG AS THEY CAN, AND THEN CANCELING RESERVATIONS TO EARN INTEREST IN VOLUME. Although Sonder said they canceled my reservation, Expedia found no issue and said my reservation is valid. As I wait on the phone with Expedia to figure out the truth I am writing this up to share with the community. FRAUD is everywhere now. Even small amounts of FRAUD like this add up to big money coming from un-expecting consumers who don’t know better. The Sonder app was hacked a short time back and everyone who had the app’s information was sold. I have the recordings (with permission), and all receipts. I feel sorry for the people who engage this company for services just to get used. Please avoid this company (Sonder) altogether. Expedia refunded money on behalf of Sonder which leads me to believe Expedia is in on this. They offered no alternatives, suggestions, or would even pass me off to a salesperson for my “new” stay bookings.

Sonder CEO is a sick guy. Sonder has been a failing hugely in dept business model. Why Marriot bailed Francis out is hard to understand. Sonder will fail. Beware of their smart technology in the hotel rooms. They're listening and watching you. This is illegal but they do it. This company has no regard for laws or the people who pay to stay in their fully rigged rooms. I did a deep dive in a room and discovered so much . The FBI needs to expose this sick company .

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.

VIGILANCE ABSOLUE si vous souhaitez réserver un logement SONDER (à Ottawa, pour ma part) sur le site Booking.com.
En effet, même s'il est mentionné que la réservation est SANS prépaiement et que "vous ne serez pas débité(e) en cliquant sur le bouton réservation" (mot pour mot), votre carte bancaire sera tout de même débitée, 2 jours après (ou dès le lendemain pour d'autres), du montant total + frais bancaires éventuels.
Je précise qu'au moment de la réservation, il était écrit que le paiement aurait lieu une dizaine de jours avant la date du séjour, début juillet.
Il s'agit là d'une pratique commerciale abusive et trompeuse. Les réponses apportées par la société Sonder et Booking restent opaques, à l'image du processus de réservation. Un système bien rodé...
J'ai donc annulé ma réservation, et j'ai effectivement été remboursée, mais pas du montant total.
Car même en me fiant au cours du dollar CAD inscrit sur l'avis de virement bancaire, cela n'explique pas la différence (en ma défaveur, bien sûr). Si les frais bancaires ont bien été remboursés, une dizaine d'euros s'est tout de même volatilisée au passage.

Sonder à Pigalle : pas de réceptionniste, ne perdez pas vos code d'accès à l'hôtel si vous voulez entrer...

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

Entreprise qui ne se soucie en aucun cas des personnes. Suite à un problème, aucune écoute, aucune réponse appropriée. La compréhension ne fait pas partie de leurs valeurs ! Le profit est la seule chose qui les intéresse, ils ne se soucient en aucun cas de leurs clients. Pas recommandable. Pas accueilllant. Expérience traumatisante.