SonderReviews of sonder.com

Worst experience. Don't use them. I booked a stay in Mexico at Sonder Taman Condesa in Mexico City and got a nice Black Friday deal. Then around 3 weeks ago I was contacted that the accommodation wasn't available anymore and that I need to cancel and find a new place. I contacted Sonder to see if they could rebook us to a different Sonder apartment. They gave me two options and I replied promptly choosing one. Then I didn't hear back for a long time, kept chasing and chasing. Eventually I was told that it's not possible but that I can cancel and book one of the different ones myself. I responded that I was told that I would be rebooked by Sonder at no extra cost. Then someone said that the apartment that I first booked was still confirmed and going ahead. I said that it's very confusing as I was told it wasn't available anymore. A different customer service advisor then said that I was right and it's not available. I then just asked to cancel my reservation as it's been the worst experience. I never dealt with the same person and it seems like there's zero communication internally about what a customer was told. On top of that I probably missed out on loads of amazing other Black Friday deals and ended up having to rebook around 3 months later which again meant the prices went up. I will never use Sonder again and I'm just glad I rebooked now rather than having all of this a few days before.

I recently stayed at Found Chicago from December 29 to January 24 , the building is a renovated place in the heart of downtown, a perfect location, but the building has many defects which kept to make problems in a row affecting our stay, starting from the elevator, kitchen, bathroom, firealarm and last but not least the WiFi. however the peoples who responded to our chats were very polite and helpful. Strangely enough people claimed that they are from fire alarm team nocked our door and entered without our permission.

The chain has a totally rigid and unreasonable cancellation policy, I was/am unable to travel due to weather in my home city, I messaged the property a little more than 24 hours prior and was told via a chatbot that no refund or credit could be provided. They keep the entire prepaid amount, with no leeway or consideration for things out of the guest's control. I tried to reason, offered to reschedule or keep the credit with the same property, and received the same canned response that no refund or credit could be given. Very frustrating considering most hotels would give you a credit at the very least. This was the PennyLane property in Montreal. My best advice is to be sure to get insurance before renting one of these apartments just in case.

Had an issue with a booking but the lady on the call center number was super helpful and furnished a full refund on the spot.

this company will take a reservation and payment over the phone from a PA to a CEO. but wont cancel it and only want to speak to the passenger. Their systems and processes have no room for flexibility. the world of travel and booking accommodation is never straightforward so why cant their systems align. they also NEVER have a manager or supervisor on duty and to speak to one they will log a ticket and hope for someone to call you back in 48 hours.

We booked a room for the location in Amsterdam. The night before check-in we still did not have all information from them for the check-in, so I contacted the support. I got an email with all the necessary information, 20 minutes later I get another mail saying the reservation is cancelled and claiming our payment was "flagged" in their system (we had paid in advance and our money was already with them). I was locked out of my account on the Sonder website, unable to continue to communicate via their Support chat. Got a text with numbers to call but with no phone number for our area (Europe), so we looked it up online and called anyway. Man on the phone did not apologise once and kept saying he can't give us information because it's "confidential" and that the team would reach out to us via email for further explanation. No email has reached us thus far, of course. Had to cancel our entire vacation.

I recently stayed at a Sonder in New Orleans and upon arrival there was a weird hand print on the wall of the bedroom. There were also 2 startling emergency evacuations in one night between the hours of 1-3 am. There was also a big puddle of leaking water in the kitchen. When I contacted customer service through the chat, I let them know my concerns and requested a refund. They made up every excuse not to refund me and were rude along the way. This is not the first issue I have had with them. They are a terrible company. If I could give 0 stars I would.

HORRIBLE EXPERIENCE the web site log in would not work, hours on the phone, could not create a work-around for their website issues.