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Business Profile

Hospitality

Sonder USA Inc

Headquarters

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    BBB’s profile for Sonders USA, Inc., was created in May 2019. A review of complaints was completed in November 2024. For any concerns about your stay, please visit How do I report an issue during my stay.

Complaints

This profile includes complaints for Sonder USA Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sonder USA Inc has 26 locations, listed below.

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    Customer Complaints Summary

    • 124 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/27/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *** 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

      Date:06/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:06/03/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:05/30/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:05/29/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:05/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    • Initial Complaint

      Date:04/25/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My reservation for Sonder ***************************** was for 4/23-4/25 placed thru Hotels/Expedia.com I arrived during a storm and noticed a smell in the room. I settled in and attended to some work it got late and I decided to retreat for the night and noticed the bed had no mattress cover, i also noticed neither did the pillows. And upon closer inspection of chairs and tables, they had not been cleaned. There was a bad smell emitting from the sink in the bathroom and I couldnt wash my hands or face in the bath sink because of water not draining in the sink, i used the sink in the kitchen and there was another smell emitting from there. Upon getting into bed, the bed smelled poorly. When i woke up i started a chat with them on their app and asked they refund me for 4/24 because of same conditions and that i wouldnt be staying, after some back and forth they sent a manager to the room and she agreed to refunding me which I chatted with them about. And they said take it up with Experian. I sent all documentation regarding our conversation. I have yet to receive the refund.

    • Initial Complaint

      Date:04/23/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Stayed at Sonder The Queen after enjoying a month-long stay with Sonder The Mint in the past. Unlike Mint, this location had no trash chutes, no broom and dustpan, not even an iron and board in-room. I had no WiFi in my room for the entirety of my stay despite asking multiple timesuntil they ultimately asked me to stop asking about a WiFi update. I paid $651 for the stay and early check in, and they held a $250 incidental deposit. My deposit was released Friday, 4/19 upon my departure. On Sunday the 21st, I received an email stating I had left the room in disarray and there was unauthorized pet hair and they sent me an invoice for $100 for a deep clean fee. Photos are attached. My trash was placed in bags by the small trash can I had to use since there were no replacement bags or trash chutes in the halls. The pet hair was MY HAIR after washing and blow drying. Im a black woman with thick hair but nothing about my shedded hair even remotely looks like pet hair. They used this term to justify charging me, but ultimately this was disrespectful and embarrassing. It feels discriminatory and racially-charged. I do struggle with hair breakage but everyone sheds hair, especially during a blow dry. As Ive mentioned there was no broom in the unit. Another photo they included was residue on the shower door from my conditioning spray that I used before said blow dry. So the deep clean included taking out the trash, wiping the glass shower door, and sweeping the bathroom floor. If these arent routine things the cleaners do after every stay, then maybe Sonder has bigger issues. In the meantime, I need a refund. I did not authorize Sonder to charge my card for a third time on Monday 4/22 for a fraudulent $100 deep cleaning fee. I tried to get in contact with someone in management to no avail. And interestingly enough, the option to give feedback on my stay at The Queen has disappeared. Id like this rectified as soon as possible.

    • Initial Complaint

      Date:04/03/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a reservation in October 2023 for April 2024 which was months in advance. Received a confirmation that my booking was confirmed. Later I was sent a "verification link" after my card was charged. I attempted to access the link for days without success. Called them and was told I should try using their app instead of the computer. Still without any success. Asked them what was the alternative should I continue having the problem and they said I wouldn't be able to stay on the property when arriving. I demanded to speak with a Supervisor who called me back and after confirming their issue I was asked to upload my DL via a direct link. After accessing the link, I had to upload my DL and they wanted me to stand in front of a camera and take my pic as well and only had 15 min. to comply. I wasn't in any way presentable to take a pic as I was still in a robe and not long having woke up but I figured I'd just get it out of the way. Process said congrats, I was verified. I called immediately to confirm this and asked if anything further was required. The response was no and if so they'd let me know within 3 days prior to my arrival. Which by all rational standards didn't make any sense to be so close to the day of arrival.Then within an hour or less I received an email that they cancelled my booking. This was done within a couple of weeks prior to my time of arrival and within hours of completing the verfication. I also have found others stating they were told "We only accept reservations we're confident won't violate our house rules" Their entire process wreaks of stereotypical allegations allowing them to pick and choose base on their assumption who should be approved to stay based on a pic.They said I'd be fully refunded; but I was placed in a predicament where all rates for hotels were now doubled/tripled; and many adjacent locations were already booked. They totally ruined our Anniversary which we'd been planning for months.

    • Initial Complaint

      Date:03/28/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: 3/25/24 Upon check-in I updated my credit card to be billed from my corporate card to my personal credit card. I was told/confirmed I my corporate card would not be charged. I received an email that my corporate card was in fact charged. When contacting the hotel to reverse the charge and rebill to my personal card, I was told this wasnt possible.

    Sonder USA Inc is NOT a BBB Accredited Business.

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