SonderReviews of sonder.com

Something wrong with management. Cleaning company isn't wearing masks when doing cleaning during COVID. My apartment was still being cleaned when I checked in. I called management, and they assigned me to a smaller room after I waited over an hour with my mom who is a senior. Then I found out that they gave me a smaller room, the person refused to give me back my original room saying that I should pay more. I think there is something wrong with their system and also management. Try to stay away if you can find an airbnb or another short term stay company. You will get much better service and you will save yourself some trouble.

It's hard to know where to begin on Sonder without sounding over the top. The business is very transparently a money play on investors - indicated best by their complete lack of care for customers and(/or?) obvious incompetence in hotel management. I am left at the end of a two month stay having had my safety and health threatened, and feeling I was defrauded of my money for a filthy room that was in disrepair. I can't list every law and promise that Sonder has violated as it would go on so long but the main things: 1) It was filthy: I rented because Sonder promises a very thorough covid sensitive cleaning process and building management. I have now been in three separate units and can tell you they did not even get close - there was food on the floor, grease all over the kitchen, hair in the shower, filthy floors, toenails (many) in the carpet which was also so dirty it was sticky, used crusty kleenexes on the floor in the bedroom, food on dishes, other people's half eaten food in the fridge....and on and on. And all of this was true less than an hour after someone told me they personally checked the unit to make sure it was clean (for each of the three units I've tried). When I asked them to simply come fix the problem by cleaning, they lied and said they can't clean rooms once you move in. The lack of cleaning during a pandemic and the fact that they also do not enforce covid standards (no one was wearing masks in the building for instance) are a threat on my health and life. All of it was obvious cost saving measures for Sonder. And so, their poor customer service reps are forced to lie like this rampantly. 2) Amenities: one of the promises in our agreement and their advertisement was a hottub. I called Sonder ahead of time and on the phone a Sonder person said he checked personally to make sure that it was. When I got to the building an hour later it was out of order and the building manager said that Sonder doesn't have anyone on site to do such checking and that no one had even contacted her! Another of their many lies. Supplies - they promise to provide the basics like TP for the 'length of your stay' and now are pretending that some very recent internal policy is more important than their legal obligation. They actually said 'go get it yourself at the Target'. Repair - the place is decently decorated albeit cheap amazon/ikea like stuff. But it is too cheap for a hotel so many things were broken. The most egregious was the pull out sofa bed - the frame was mangled and the mattress was full of food and stained. And again, in addition to all the violations of their own promises, the law, and well, basic human decency, they lied more than 10 times, and were rude, condescending, and offensive. That kind of culture starts at the top and one customer service rep actually confirmed it when they told me they were so sorry they couldn't do what was right due to new rules to save Sonder money. The violations were so extensive and egregious one almost has to laugh. But I also called the attorney general.

Okay I’m not the one to complain but I feel like people need to know about my experience here in Montreal. First of all, for the first week there was drilling noise as if there was some construction going on and it’s crazy cause scrolling down there’s another review that states the same thing, it clearly cannot be a coincidence. Second, I was looking under the bed and found a used condom, this is disgusting and gross at all levels, like I can’t believe they have a cleaning staff yet you still can experience things like that. The worst part of my stay was when they told me they were sorry about the condom story and sent their staff crew to clean my Sonder and I had to leave, GUYS they stole from me. I knew exactly where my vintage Louis Vuitton scarf was and when I came back it wasn’t in the Sonder at all, I searched everywhere. And their excuse was that they were looking for it then another person called Patrick reached out to me to say without any proof they couldn’t reimburse me or give me my item back, like is that a f joke?? How can you prove you got robbed?? And it’s their word against yours. Like yes the place is nice but it’s not worth the stress and the arrogance of its support team, I highly suggest using Airbnb or going to an hotel cause they ain’t sh** lol.

Horrible stay and even worse customer service. Sonder stole my money the same way as all the other people describe in their reviews here. Cannot expect a refund and the company is a scam. How about we join our forces in a lawsuit against Sonder? This company shouldn’t be able to be legal and running, they’re thieves.

DO NOT STAY WITH SONDER. For starters their communication is absolutely horrendous. I booked a 45+ day stay and after stressing and reaching out about an update they finally told me I would receive an email 3 days out (talk about cutting it close). Then at 3 days I reached out again, and again they told me I’d receive information soon. It wasn’t until less than 48 hours I received any notification (keep in mind at this point I’ve paid them $1900). I literally thought I was being scammed. Sonder doesn’t run the building itself so I won’t hold them accountable for the issues I ran into once I got keys, but there were many. Then my second payment was due and there was no way for me to make the payment I finally reached out and had to ask them if they would take my payment (another $1800). I asked if they were running my card to please send me a payment confirmation. I was told that they couldn’t provide me a payment confirmation because it wasn’t their department. Yet again I was questioning the scam I had fallen into. I have requested to speak to who ever is in the department that can help me for the multitude of issues and I’m always told I will receive a call and my phone hasn’t rang once in the 46 days I have been here so far. The way their customer assistance speaks is extremely rude so please heed my warning and avoid at all costs.

This is a terrible company and overall experience. I will never be booking with this app or website ever again. Not only did we have a horribly inconvenient checkin process where our door lock password wasn’t set correctly and forced us to be locked out for over an hour on the phone with a very disorganized support staff, we also found the room to be in general terrible. There was loud construction happening upstairs that we were not notified of and consequently had to spend the entire stay with extremely deafening drilling noises. If this was an Airbnb, they would at least give us the option of writing a review on the specific property to let other future guests know which property, but unfortunately for customers, Sonder doesn’t let you leave specific reviews for specific properties so they can pull the wool over your eyes. In addition, the water pressure was horrible, worse than my water faucet at home, and the checkin staff unfriendly. What is supposed to be a “luxury” experience feels anything but, and I have had MILES better experience with Airbnb super hosts. Also, we are generally pretty clean and responsible guests - I have always received good guest reviews from Airbnb hosts and always leave my hotels rooms in decent shape, however, to my horror after a horrible live in experience, we were charged an extra $100 out of the blue due to leaving the room in a “disheveled state that required a deep clean”. What counts as disheveled and what did we do that required a deep clean. We simply ate, slept and showered in the room. We threw the trash in the trash can and left the towels on the floor as is customary in hotel rooms. The bed, couch, table, chairs were all left as they were. There were no stains, scratches, dents, spills or messes that we made. Every time we ate we cleaned up and we emptied the trash. If you expect your guests to do certain procedures (like in Airbnb’s) then you should list them in the booking instead of have these arbitrary standards by which you can steal guests money. Not only is this place much more pricey than your average Airbnb, they also find ways to sneak in these charges. FIND SOMEWHERE ELSE TO BOOK AND NOT WITH THIS SCAM OF A COMPANY.

The worst experience EVER, horrible locations, unclean places, joke customer service, don’t waste your money like we did go straight to Air B and B super host or pay a hotel similar in prize, anything is better that the horrid locations of this joke of a company and worst customer service when you want to cancel DO NOT I repeat DO NOT be trapped by the pictures. I’m still living through through this hell because they won’t refund our money! RUN don’t walk RUN as fast as you are able

APPALLING ABSOLUTELY APPALLING. DO NOT STAY HERE