Sonder Reviews

Terrible experience with Sonder
Sonder imposes an absurdly time-consuming process, after you book one of their properties, and before you can check in. I tried their properties twice now (I forgot I'd sworn to never use them again after my first Sonder booking). I travel mostly for business and need frictionless process. The Sonder check-in process is convoluted, wastes time and a real turn-off . We now blacklisted Sonder for our company travel.

When we got to hotel room the heat was on and the room was 30 degrees. We tried everything to turn it off. We didn’t sleep the whole night due to the heat then the fire alarm went off “by mistake” so that didn’t help with sleep but Atleast we got a second of fresh air. We spent all day all night back and forth trying to figure out how to turn off the heat and they were no help at all. Finally they said they would bring up a fan. They brought up a space heater. The temperature never dropped below 28 degrees. These people suck all they did was give us 20 pounds back for a 400 pound stay of sweat and no sleep. Don’t book with them.

Kensington Gardens

I loved it, super clean, super safe area and felt like a premier in. Stayed there for a week for work and would stay there again when i return.

Booked apartment in Boston for my 86 year old mother to stay at for our daughter’s graduation. She cannot check in online because she is not at all computer savvy and process is complicated and involves facial recognition as well as data input. I’m in Boston ahead of her and asked at the Sonder management office if they could check her in in person given the situation. Was told by staff member that even though the office is open at the time of her arrival they might be too busy check her in so she would have to do so online. This is not only incredibly poor customer service, lazy and inflexible, but it’s also age discrimination to refuse to accommodate an older person who can’t use a computer. Really expensive rates, very basic accommodations and crap customer service. Never using Sonder again.

My booking was not accepted, because the system did not ask for a CVC. None of my three debit cards can be authorised without that.

Even after calling Yasmina on your customer services line, and even after she consulted a manager, I was not offered the chance to pay another way.

Therefore I simply cannot reserve successfully!

Montreal Stay CIM Mining Conference.

I reserved a bachelor room at the Sonder Maisonneuave in Montreal and out of 6 Guest Service features only 3 were functional.
I had access to the Gym, Outdoor Patio on the 14th floor and the Dry Sauna. The Wet Sauna, Hot Tub and Pool were closed. The pool is understandable given the time of year. If you advertise these they should be available. Sonder does not facilitate any type of personal check in as it is all done through the internet and although the front desk is supposed to be attended 24 hours it was not. Several times there was no one available to get advice or assistance from. Lastly, I informed housekeeping that I didn't need room service every night which they understood to not delivery any room service during my 4 night stay. For a $1000 bucks, I will stay somewhere else next time.

I wish I could give them less than one star.
I booked a hotel room through their service at a Sonder but when I arrived at the property, the room I booked didn't exist- they kept telling me to go to the 5th floor, which is a bar/restaurant.

I was on the phone for 3 HOURS with six different Sonder representatives, all of whom put me on hold and disconnected the call, without any call back. A week later, no one has reached out, followed up with me, or explained how this happened. I had to book ANOTHER hotel room for the night, after a very frustrating 3 hours trying to get ahold of anyone who would help. What an awful service, horrible customer experience.

Extremely rude customer service and unreasonable guest expectations. Was threatened with a penalty fee for playing music at a moderate level in our loft while getting ready before going out. This was during daylight hours when barely any cars were in the guest lot. I would not book with this company again.

We were notified the day before our stay the property was being sprayed for pests, as a matter of maintenance. We were not told it was because of bed bugs. It was damp in the unit, likely because of the spray/steam, I now realize. I was bitten several times over the course of our three-night stay, but did not know what it was until the day after we left. It was confirmed by my physician I had been bitten by bed bugs on three different parts of my body when we were staying at Sonder. I contacted Sonder on the app as soon as I realized what happened and was given the run-around. Not only was I told I was bitten by something else while I was “out exploring the city”, but they would not inspect the unit, saying it was too late at night (I had advised them in the afternoon), and they did not want to disturb the current guest. I was told they would not inspect the room until after the guest had checked out. That guest should have been notified immediately and the room checked, so no one else would be infected. We had to disinfect all our clothes and I have scars from the bites. We travel a quite a bit and have never had this kind of problem or such bad customer service. We paid just over $400 a night. The company can afford to treat their customers better.

Booked a 3 week stay in Montreal, they invoiced in Canadian dollars, but charged the card with the same amount in US dollars. A difference of almost 800 Canadian dollars!

A mistake one might think, but despite contacting them numerous times to explain the situation, they will not answer to emails or refund the money.

Booked a week at one of Sonder's properties in NYC.Was told to install the app to verify my identity. The app refused to scan my passport. The error message told me that the problem was known to the app developer.I ended up canceling the booking.I was charged £100.2 weeks before the booked time.For a service I could not use,due to no fault of mine.Disgusting.

Accidentally booked a hotel for 30 days starting the next day. Tried to cancel within 10 minutes of booking. It was too late and they won’t refund any of the $5000

My bag and jacket were missing from the luggage room. We discovered this at about 10pm and after numerous phone calls to their concierge I was told someone would come and meet us at 9am the next morning to review the cctv footage and determine their whereabouts.

No one arrived and after an another hour of endless calls we were told the relevant individual was too busy with ‘meetings’. Eventually we had to leave to catch our train but we were assured they would be in touch asap to let us know what happened.

Hours later, after more chasing, we were then told they wouldn’t look at the cctv unless we filed a police report. We’d left Philadelphia (and we’re about to leave the country) so this was obviously impractical.

The communication was inconsistent and unhelpful at all times. We must have spoken to about 20 different individuals at Sonder who all gave us different advice and information. We wasted a day of our holiday trying to get this resolved and got the impression Sonder we’re simply waiting us out, stalling for time, knowing that we were about to leave the country. We were of course offered no compensation.

Really really poor service.

The company rents out on Airbnb and brings the worst of all worlds. It has no phone number to call, no service to alert, no way to communicate except through an app that is so buggy that it doesn’t recognize a valid login.

Sonder is absolute TRASH.

I booked 2 stays with them in Boston. For the first stay, I requested a late checkout via the app and was given till 1 pm to check out, great, no worries. However, I end up getting slammed in traffic coming back from a business meeting, and appropriately notify them of my situation, they say great no worries, then about 30 minutes later, I have 5-6 calls from them, texts, and messages on the app everything trying to get me to leave ASAP. I understand this also, but I did tell them what was going on and was told by more than one person that it was ok. long story short, end up getting back at 3 pm, pack everything in 5 minutes, and leave, escorted by an employee (really?). My next stay started the same day. I walked across the street and went into a different Sonder building. MUCH MUCH nicer (and cheaper mind you). Very happy with the accommodations. Im there for 5 nights and wanted to continue to book additional weeks with them at the new location and had asked that since they advertise a 30% discount on stays over 14 days, to please apply that to the first booking, 2nd booking, and the 3rd booking that I was planning on making as it would total 21 days. I thought this was a fair ask...When I went to complete the booking I was denied as they told me my "late checkout and disregard for their rules" made me not able to stay with them anymore. I'm sorry, what??? I just dropped $1500 with Sonder and stayed in constant contact during my first stay about the traffic situation and everything. In my mind, I cannot find any wrongdoing. Furthermore, the room I was checking out of from my 1st stay, WAS AVAILABLE FOR THE REMAINDER OF THE WEEK!!! What's the rush?! I tried to book again and was denied. Told a manager would call me 6 days ago at this point, never happened. I requested someone call me 6-7 times...no call. I get a BS email from 2 different managers both unfamiliar with the situation and of course, get a BS reason. Unbelievable. Who TF does business like this?!