Customer ReviewsforSonder USA Inc

This review is regarding a Sonder property (The High Note) in *********, **. A group of 19 rented two units at this property in November 2023 for an arrival date of July 25, 2024. On July 23rd at 7:26pm EST we received a text and email that our reservation had been cancelled. We called Sonder within 30 minutes of receiving the notice. A customer service representative stated ********************** is no longer managing this property as of our arrival date of 07/25. They did not try to relocate us nor did they provide us with any other options. Sonder literally cancelled our reservations less than 48 hours prior to our arrival. How does a management company not provide notice of the company switch, relocate or provide any options more than 48 hours prior to arrival? The customer service representatives were not empathetic and were rather insulting. Apparently, they are trained to respond with "...mmm...". The fact that they did not notify us timely or try to relocate us was extremely frustrating, unprofessional and feels unethical. A group of 19 professionals (many who deal with hospitality) were traveling for a birthday and none of us have ever been treated so poorly by a management company. Luckily we found two bigger and less expensive places to rent and continue with our planned trip. We will never look for another Sonder property and all I can say is good luck to whoever uses them because this is not the first complaint of cancelled reservations at the last moment.

****** - The Arcadian. Absolute nightmare staying at this hotel. Coming in from out of State, my son and I attended the Sox game - arriving late back to the hotel. Two strange men on the Transit were taking photographs of my 12-year old son and one of them physically accosted and propositioned me at the ******************** (**************). They followed us into the hotel and onto the elevator - they were guests of the hotel. I locked my son in our room and went down to report the incident. Explaining what just happened to the man at the desk - ******************* - he had no idea what to do. The hotel had no protocol procedure. He took a brief statement of what the men looked like and said he would alert Security - told me to wait in my room and he would send them up to take my statement. He gave me his email to contact him because - there are no phones in the rooms! 45 minutes and 3 emails later (he never replied) I went back down to the front desk. I asked for ******************* - I was told: he went home! I asked what was happening with my report. The man told me he didn't know and that I was welcome to come back in the morning at 7AM when a manager would be on duty. I was outraged. I called the Police and filed my own report. In the morning, I went downstairs to speak with the manager - I was told there was no manager. They do not work on weekends! They would be back on Monday and I was welcome to come back then. I emailed ******************* again - still no answer. I asked for the manager's email - ******************* - I've written twice: no answer. If this is how a hotel treats their guests in a moment of crisis - dismissive, disrespectful, belittling and disqualifying - I would warn others to stay away. This could happen to you and they will not take any steps to protect you. They are incompetent, mismanaged and poorly trained.

This review is based soley on the Phoenix area and it's personnel's lack of responsiveness to request for help on issues during a stay.Mine was for the **** not working in the summer, others in the on line reviews list different issues with the same lack of responsiveness.They flat out lied to me about the issue being addressed. When asked who to contact to formally complain there was no response. When I talked with someone at their United States contact phone number they would not provide a Phoenix contact to send a complaint to and wanted to take it verbally over the phone to forward. This would not work for the length and detail required. Because of this I contacted the Arizona Attorney General and am now posting this with the BBB.

Sonder at The Promenade in ***********, ** isn't a registered property under the BBB (Better Business Bureau). They don't have any physical customer service representatives and most communication is AI-generated. Their cancel policies are completely unreasonable, no leniency for issues outside of guests control. Zero resolutions, just a money grab. Shame on any third-party (Expedia, Zillow, Air BnB etc.) hosting their properties.I will no longer book through Expedia due to this horrible experience. Zero resolutions just a money grab.

Completely unreasonable cancel policies. Absolutely no leniency for issues out of the guests control. Hotel customer service is AI so no way of getting a resolution.

Absolute worst customer service - they are a large corporation that does not care about you as a guest. We dealt with cleanliness and safety issues and it was impossible to get an acceptable response. Getting a local person on the phone took days. They admitted to being aware of safety issues and not disclosing them - would not take responsibility. Their rooms cost too much for such poor service. Scam!

AFTER we booked our non/refundable room we were told that we would not be able to get into the hotel unless we completed the online check-in process. While travelling, I had to send photos of the front and back of my license, as well as ***************** of the front of my face, the left side of my face, the right side of my face, all of my personal info, and a second credit card for incidentals. So they force you to put all of your personal info on line, including ***************** of your face, your address, license, etc. And . . . You have to do it 4 times. The process didnt work in Safari, then wouldn't work in Chrome. Then you realize it won't work unless you register as a member. Then you realize that it wont work unless you download their app and check- in through that. A ridiculous, time consuming, degrading process that compromises your security for the rest of your life. We will never, ever stay in a Sonders hotel again.

I stayed at this hotel on December 16, 2023 in ************. I arrived there got in I was told to put my luggage in a locker which I did when I woke up the next morning my stuff had been taken. I went to the front desk to inform them that my stuff was taken. They looked at the video and sound the people that took my stuff, up at all everything went to h*** they refused to answer my calls they legal team refused to get in touch with me. I called the police I made a police report. They are no help whatsoever and I would highly recommend you never stay at the hotel and ************ ************ because they are s*** they do not help you. They do not care and I am trying to get reimbursed for the stuff that was taken. They have all of it on video and they are just ignoring me .

For two years, I have been unable to book with the Sonder. Then, when I try to communicate with them and come to a resolution, as to why, I am told to respond via email when I responded via email laying out all of the facts they then ignored me and never responded further giving any sort of explanation. At first they said it was a problem with my identification. Now the second year they wont even give a reason. They have just sent me the generic email that I was flagged as someone whod violate their house rules. I have never even been able to stay there. From the first time I tried to book they profiled me as this. I am 1 of three girls who stays here at the same time of year and I am the only one of dark complexion. Im seriously feeling like I am being racially profiled. They have no way to get into contact with the department responsible for canceling my stay, other than email. However they do not respond via email. I dont know how they think this is good business

I ordered a metacycle two years ago, never received it, Asked for my money back 10 times no response