ComplaintsforSonder USA Inc
Hospitality
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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I checked out 2 days early from Sonder Bungalows in San Diego, **** **** yesterday 8/11/24, around 3:30 p.m. Realized as ******* to the airport and almost there that I had left my BUSINESS **** **** ** * * *** ********* ***** * ***** ****** *** ******** ***** ***** * ***** *** **** ******** *** * **** ******* ******* ****** ******* ******* that has a koala on it. Upon contacting the property to notify them (there is not a front desk on site and calls go to people in other countries) I was told to go to **************** yet I was not given a “5 digit property identification code” in which to proceed, yet they cannot provide such code in which to file for my left property. I was told to enter the 8 digit case confirmation code ********- of which, of course, does not compute. I called Sonder ************ and they do not know their 5 digit property identification number and keep saying to enter my 8 digit case CONFIRMATION number (which does not work and only elicits an error code on the **************** websiteCustomer response
08/13/2024
The business Sonder has responded appropriately now. This case can be closed.Initial Complaint
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I've had several disappointing experiences with Sonder, but this last one was the final straw. From the early check-out policy and extra fees, to the lack of loyalty perks, I've been willing to overlook these issues. However, the unsafe and unsanitary conditions I encountered this time are unacceptable. My door wasn't bolted properly, my shower was falling apart, and the bathroom was filthy. The mildew smell due to unsafe ventilation, and a broken light switch only added to the overall disappointment. Despite being offered alternative rooms, none met my standards. The first room offered was on the basement floor with poor lighting, the second room was in subpar condition as well. A 75-dollar refund is not sufficient compensation for the poor experience I had. Every guest deserves a clean and safe room, and I expect better from Sonder.Initial Complaint
07/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My name is *************************** and I made reservations at Sonder Brookline for this weekend 7/20-7/22. I live in *******, *******, and a couple of us had a flight today to come into ******, however, there is a system wide outage and all flights to ****** have been cancelled today and we were not able to rebook for a flight to ****** this weekend. ****** was not an option at this time due to ticket prices of $1,000 round trip. It would be a 40 hour there and back which is also not an option. I called a short while ago to cancel my Sonder reservation so that hopefully someone else may be able to use the room this weekend. I asked for a refund due to the unusual circumstances. We have received a refund for our Foo Fighter concert tickets and our Delta flight due to this outage, however, Sonder has given us a hard time only offering us a credit. We will not be traveling to ****** or any other city for that matter within the near future and would like a refund.Initial Complaint
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Subject: Complaint Regarding Multiple Issues During Stays at Sonder Dear Better Business Bureau,I am writing to formally lodge a complaint regarding numerous issues I have encountered during my stays at Sonder properties over the past several years. As a frequent guest, having stayed at Sonder locations over a dozen times, I have consistently experienced problems that the remote customer service team, often based overseas, has been inadequate in addressing. These issues range from inefficient handling of building maintenance requests and incorrect room assignments to a notable inability to accommodate guests with ADA ***********related concerns.Please see the attached word documents for further information.Thank you,***********************Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
*** stayed at various wonder properties in the ******* area. My initial stay was pretty much without any issues. Subsequent stays became problematic with other tenants at the time of my stay. Although they state they have it documented about my stay, the tenants had installed cameras in the unit to watch me. That was pretty unnerving and unsettling to say the least. As a college student and veteran, I truly wonder what were they looking for. I reached out to wonder to inquire about hidden cameras in the units and was advised there shouldnt be any. Apparently, there was another tenant who went out of her way to cause problems for me. I made various attempts to advise sonder about such conduct of their other tenants. There was a lady advising others that shes related to me however, after further investigation, she lied and was attempting to stalk me. ****** did little to nothing to assist in this matter. I felt fearful for my possessions that were in their property as well as my lifes safety..****** has a good program, yet, the upkeep can be hit or miss. One property I rented was **** with problems from the time I walked out of the door until I checked out. Cleanliness issues: sonder does just enough to make the places appear to be clean. One unit I rented had someones toenails underneath the mattress.As a result of all of this, Im without $135 that they advised I would receive as a refund for my inconvenience. Im out both money as well as Ive been removed from their booking portal for being a decent customer advising them of what Im finding problematic within my unit. I cause no problems at all with any other tenants because my schedule doesnt provide me with the availability to interact with others.Initial Complaint
06/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Confirmation #SR-40QFCAPK. Stayed at the Sonders Beacon in ******************, which is advertised as a 4-********** despite having no amenities. The room service isnt included in your stay, no breakfast option, no staff/security overnight, main entrance unlocked 24/7 to allow homeless to wander in in middle of night (no staff!), pool is gross and unusable, impossible to sleep because they blast music at their club. Despite the fact that the hotel is an old, decrepit, disgusting, poorly-maintained building the company advertised it with heavily photoshopped images that make it seem entirely unlike the reality.Initial Complaint
06/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I booked a reservation with Sonder The Score in *********, **) almost a year ago and just yesterday I got a text and email stating that the reservation was cancelled which left me scrambling to find a new one. I had to book the same dates due to the fact that I have already paid for a rental car as well as nonrefundable concert tickets. There werent many places available and I had to book a place for twice what I had originally paid for the Sonder unit. Im just so frustrated because when I originally looked last year, there were a bunch of options and obviously in home sight, I wish I had chosen elsewhere. I just want to make sure that people know about this so that they will think twice about booking through a company and then have the reservation canceled 38 days before arrival with no backup options. When I contacted the customer service, they were very unhelpful. The first customer service agent hung up on me when I asked to speak to a manager. The second agent said there was nothing he could do for me.Initial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In February of this year, I booked a three bedroom apartment and a studio apartment through Sonder at a location approximately 2 to 3 blocks from downtown ******** in *********. The total of these two bookings was approximately $2800. The booking was for a trip in November, later on this year. A few days ago I received an email stating that they no longer managed these properties and that I had been moved to an apartment in **********. Which if you know anything about ********* is not close to downtown ******** area. They said for my troubles, they would credit me $50 and upon inspection of this apartment, not only was the location well outside of the desired area or anywhere near where the original booking was, the price of this apartment was $700 less than the one that I had originally booked. So not only did they cancel my reservation move me to a location that I did not want to be in they pocketed the price difference in the rental. In my attempts to resolve this, I was told there was nothing they could do. That they rebooked me the nearest location that they had. Upon inspection there was two separate two bedroom apartments that could accommodate the eight people in my party in the desired area. The price difference between the three bedroom and studio, and the two 2 bedroom apartments was approximately $1700. When I contacted them and asked if we could have a discount on the two 2 bedroom apartments I was told it was not possible and there was nothing they could do for me. Shameful dealings and the entirety of this interaction felt as though it was a bait and switch. The fact that they kept the $700 difference between just one of the apartments is outrageous. Needless to say, I was forced to cancel the reservations. And now I am scrambling to find a suitable rental for our dates in November.Initial Complaint
05/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I booked a 4 night stay with Sonder for October, 2024 through Expedia. It was for me and 2 other adults and an 8 yr old. When I received my confirmation it only stated 1 adult. I went in to change and they said I couldn't. I then cancelled my reservation within 24 hours of making it. They charged me $640.00 on my credit car that they stated was not refundable. Expedia and Sonder did not refund me when they made the initial mistake to begin with,.Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Couldn't be worse. Booked this room months in advance for a business trip. Was bringing my wife and she had plans to lay at the beautifully pictured pool. Upon arrival we opened our door and the pool was empty and inaccessible. Contacted **************** and they said sorry, there is nothing we can do, pool needed emergency repairs. I asked why the could not have warned us prior to arrival and I could have booked elsewhere. Again sorry, we cannot help or notify you. Well, here is the review I promised and pictures to verify. My family came to visit and ended up getting a room on second floor. They had to contact customer service upon arrival as well. The door code did not work for their room. The vertical blinds were broken and on the floor as our were. One of ours is actually missing along with no pool, caulk disgusting at bottom of toilet, toilet paper holder falling off wall, tile is black in shower and something gross is growing on shower walls. **** NEVER recommend this hole to anyone. **************** is horrible, offered nothing but sorry for my experience. I travel globally and WILL NOT recommend Sonder properties to anyone. Pictures look nothing like the room, I was ****** charged for parking that is apparently free to many students attending ********************* as the parking garage is full during the day and unoccupied in the evening.
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Customer Complaints Summary
139 total complaints in the last 3 years.
50 complaints closed in the last 12 months.