SonderReviews of sonder.com

Sonder Dubai JBR is part of the Marriott group. When we arrived at night, we were told we would receive an upgrade because we have Marriott Gold status. That “upgrade” was a sham. We were placed in apartment 203 on the second floor. In lower floors this turned out to be a complete mistake. All night we could hear club music until around 3:00 AM, and the entire apartment vibrated. Our children and we could not sleep. At the front desk we sought help, but they could not do anything at that moment, promising to forward it to the manager. We were told everything was fully booked and only from October 12 a quieter apartment on the fifth floor would become available — until then we would have to stay in the noisy unit. That was unacceptable. We demanded alternative solutions. They offered another Sonder hotel in the city, but with an additional charge and without beach access. Ultimately they only offered us Sonder credits instead of a refund. Only after I threatened to contact the tourism authorities did they agree to refund the cost back to our credit card — except for the one night we had stayed, which I accepted. We then moved to Hilton Dubai Jumeirah — and it was miles better. Sonder has excellent furnishings, but if you end up in a second or lower floor apartment, it’s a total failure. The music and vibrations from the club until the early morning, plus daytime piano noise from the lobby, made staying unbearable. We lost a full day in Dubai, and the experience left our children with a negative first impression. I strongly advise never to accept rooms in lower floors — and caution against any promised upgrade that never materializes.

Just terrible. Avoid this shoddy hotel. Customer service is non existent. Despite repeated attempts our issues have never been addressed. We have asked to escalate to make a formal complaint and again - silence.

Customer service is absolutely horrible. Worst I've ever experienced.

If you are used to Marriott services and expect the same from Sonder, you will be sorely disappointed. Their customer service takes forever, seemingly because they are not staffed properly, they do not respond to requests, and they take no responsibility for issues that arise. Just stay at a hotel or Airbnb.

Beware of Sonder! This is not a hotel. There is no one to help you. No front desk. If you have any problems expect to be exhausted trying to fix it. It is way overpriced for what you get. For us the code to get into the room didn’t work. There was one little elevator that fit 2 people. So I had to go up and down 4 flights of stairs several times while trying to get into the room. Our room had a chemical smell that was so bad that we had to leave after 5 minutes. It caused nausea and a burning sensation in our nose and eyes. Like someone had died in the room and they had to use something harsh to cover the smell. I have never experienced anything like it. Sense there is no front desk, just a low level employee that can’t make decisions, she really couldn’t help us. We had to call Bonvoy on the phone. It takes 5 minutes to get past the AI answering service to talk to a human. Then we got disconnected 3 times. In total it took 2 hours on the phone to get reimbursed for our points and moved to a different hotel. The entire time we we sitting in the hallway because it was not possible to stay in the room. The Sonder employee would have only reimbursed us for the second night. We could not change rooms because they were full. However it was impossible to stay in our room due to the chemical smell. In fact, after just being in the room 5 minutes, it took over three hours to stop smelling the smell and feeling normal again. This was a crazy experience. I only use Bonvoy when I travel. I am shocked that Bonvoy allows Sonder to be a part of it. There should be a warning label on the Bonvoy App regarding Sonder “Hotels” explaining that it is not a hotel. I would recommend you avoid any Sonder, it is not worth the hassle if something goes wrong. It is like they are trying to be a corporate Airbnb, but there is no customer service or accountability. It feels like a scam, like a bait and switch and then you are stuck.

I had a great experience with Sonder/Marriot in Dubai. The amenities are amazing and has no issues during my stay. The onsite staff are friendly and helpful which made my experience pleasant and positive! Only gave a 4 star rating as the virtual staff of Sonder takes a bit time to resolve my inquiries. Overall the onsite staff and virtual customer support of Sonder are helpful. I would not mind staying with Sonder again in the future.

HORRIFIC CUSTOMER SERVICE PROTOCOLS. You guys need to wake up or you'll be belly up just like all these other Aparthotel operations previously.

Sonder Indistrialist Brooklyn. I booked and paid for a king-size balcony suite for a 3-night stay six months in advance. When I arrived after a full day of travel with my kid, drenched from a rainstorm there had been an error and they put us in the smallest room l've ever seen for the first of three nights, leaving us to re-situate the next day. I would never book a room like where I stayed that night. I have years of proof of my travel. They gave me a partial refund for the first night after | complained but should've take the whole first night off. This error negatively impacted my entire trip which my child and I had been looking forward to half a year. It's been over a month and I've had multiple email exchanges with faceless agents, they didn't do what they promised, and clearly care more about a hundred dollars than the experience I had. I should've read the reviews. Next time I'll stick with Airbnb. One staff member was sympathetic but everyone else has been cold and useless, more concerned with their corporate numbers. What a shame.