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Business Profile

Hospitality

Sonder Hospitality USA

Headquarters

This business is NOT BBB Accredited.

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Reviews

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

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Sonder Hospitality USA has 15 locations, listed below.

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    Customer Review Ratings

    1.03

    Average of 65 Customer Reviews

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    Review Details

    • Abby C

      Date: 02/28/2025

      They emailed us 2 weeks before our stay in ******* for St. Pattys weekend that they could no longer host us because the hotel had new owners. They gave us a $50 credit and a crappy apology. WOULD NEVER BOOK WITH THEM.

    • TAYLOR H

      Date: 02/24/2025

      I would like to start by saying we booked Sonder the Deco over a month ago and paid in full. Three days ago we received a call they were no longer doing the hotel in *********** (Sonder the Deco) so they will be moving us to there other location in *********** (17west). It was a different style room so I asked some questions and it it wasn't right in ***********. A few hours later I received another call stating, "We are canceling your hotel and you will be refunded in 7-10 business days there was a misunderstanding and basically it was too good of a deal to switch you to 17 West. You can stay there if you want to pay the difference." Mind you my trip is next week. They canceled my whole trip that is next week. Such short notice and I have to wait 7-10 business days for my refund when I paid in full. It also is in March so they wanted to price ***** because of the spring break holiday. I am going to stay before my cruise for my Birthday. They could never give me an manager. They told me they will give me a $50 credit for Sonder for the inconvenience. What a joke! This is the long story short. Do not waste your time with this company.

    • Stuart H

      Date: 02/17/2025

      We booked 3 nights at a Sonder Hotel and our flight was canceled twice and we could not make the trip. Our bill was $947.76 for the hotel, booked through Expedia. We called Sonder to cancel the reservation, 52 hours before check-in and they would not refund any money. We asked Expedia to lend a hand and they tried. We will never book a Sonder Hotel, EVER.

    • Albert G

      Date: 11/23/2024

      Everything seemed fine until I took a shower after checking in on a Friday night. The shower was full of mold and mildew and there was a blood stain on the bathroom door in addition to hair on the walls. It soon became obvious that their cleaning standards were the lowest if they have any at all. Upon waking up on Saturday morning, I decided to give them call to ask for a refund and let them know that I would no longer like to say there. After going back in forth with them on the phone for 2 1/2 hours the last person I ended up speaking with said the most theyd be willing to do is give us a refund for one night if I were to check out that day; meaning that I would have to foot the bill for the duration of the original booking while they re-rented the room to someone else? After telling them that this was unacceptable the only other thing they offered to do was give us a $70 reimbursement and look into having someone come and clean the room which they ultimately said had be estimated wait time of 12 hours. This place is an absolute scam and should not be allowed to do business.

    • Shannon P

      Date: 09/26/2024

      Had my credit card stolen on their app (they make you download their app and give too much information too check in) and someone booked a stay on my card. We were able to cancel it, but had to cancel our credit card. Still had our reservation for our stay, but had a nightmare situation checking in (2 hours on the phone straightening it out!) and they gave us $100 credit for another stay. We were reluctant to book with them again, but did. Less than 24 hours before we left for our trip for the next stay they sent a text message telling us they CANCELLED our reservation! No explanation, and when I called the only number they gave me, that person had no idea and refused to rebook it!! Terrible, NEVER EVER BOOK WITH THEM!!

    • Paul D

      Date: 09/12/2024

      Booked with Sonder for a trip to *********, ********* and we came in late (or Early). We didn't get to our room until around 1:30 am. Where we started to unpack to be ready for the morning. When we got unpacked and was ready to sleep, I pulled out the couch bed and it was horrible broken. Then I went to the restroom and the shower towel was used. So I messaged on the Sonder App to get a new room, they got us a new room. We packed everything (Keep in mind we were exhausted) and headed to the new room. The next day my wife and her friend went to straighten their hair and realized they left their straightener in the other room. We messaged on the app to get a Temp code to the old room so we could get it. Thinking it would still be there, we found the room cleaned and the straightener gone. We reported it and several days of "Management" reviewing the report, they said that they aren't responsible for the straightener and blah blah. Keep in mind each room has a touch pad lock on it so its heavy monitored by Sonder. So no one could have just walked in, unless you were staff. They claimed they searched high and low for it but we all know they stole it. I will never go through Sonder again, Their customer service is terrible and uneducated on the location services. Every time I got on the app it was someone different and they all said something different on the same topic. Like when I called and the *** said that they can't get me a TEMP code to the old room all while the *** on the app got me a code. There's so much more to tell but if you take anything away from this review, DO NOT BOOK THROUGH SONDER, I wish I would have come here first to see all these 1 star reviews.

    • LISA O

      Date: 08/05/2024

      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.

    • Aaron R

      Date: 07/29/2024

      ****** - 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.

    • Mike G

      Date: 07/09/2024

      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.

    • Shamaine D

      Date: 02/29/2024

      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.

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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