We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hospitality

Sonder Hospitality USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospitality.

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 Hospitality USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Sonder Hospitality USA has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 120 total complaints in the last 3 years.
    • 25 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      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.
      On December 6, 2024, I reserved a 5-night stay (June 6-11, 2025) with Sonder Osage in ******, **. I booked this a full 6 months in advance to ensure the trip would go smoothly. I received an email notification on June 5, 2025, one day prior to my check-in, that my entire reservation had been cancelled "due to booking issues and over-selling." I immediately called customer service and spoke with a very kind customer service employee on the phone. I want to emphasize that she handled the situation as best as she could, and I am sure the last-minute cancellation was not her fault. I do not want her to be impacted by my complaints. I was told me that my refund should have been issued immediately. As of the writing of this complaint (June 16, 2025) I have not yet received my refund. After several back-and-forth emails, I was finally told that I would receive my refund within 7-10 business days of the cancellation. I was not given 7-10 business days of warning that my reservation was cancelled, so it feels unfair that I must wait 7-10 business days for my refund. I was also granted $100 of Sonder Credit. The value of $100 is much less than the added accommodation and transportation costs that I was forced to incur, unless I chose to cancel my trip altogether. Plus, the credit having so many stipulations (can only be used at Sonder, must be used within one year, etc.) makes it nowhere near worthwhile. Why would I ever book with Sonder again, knowing that my reservation could end up cancelled the day before my next trip? I asked Sonder to find a more reasonable way to make up for this serious inconvenience, but they have not offered any alternatives. Beyond my own inconveniences, I believe Sonder has several concerns to address in order to prevent this from happening again and/or to warn their guests of this possibility.Explanation of the amount of money I'm disputing withthe business: $1161.35 for the original reservation + $261 for the rental car

    • Initial Complaint

      Date:05/13/2025

      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.
      On April 25, 2025 I was offered a 25% discount to stay at *** ******** ** ***. On Sunday, May 11, 2025 upon booking my stay for August 16-18, 2025, I noticed there was no option to enter the promo code. I chatted with a live representative from Sonder, *******, I was sent two different codes, neither of the two had the option. I was recommended to call two different numbers, *** ******** and *** ******** later in the chat when I was transferred to a different representative. On Monday, May 12, 2025, I called both numbers, the 617 number had me on hold for over an hour. Upon calling the 415 number, I spoke with *** who stayed on the phone with me for over an hour, but without a resolution. First, I was asked to forward the email with the promo code to check if the email was legit, so I did to ***********************. Once they were able to verify that the email was valid, I was told they would not be able to honor the code, because they’re are transitioning with ******* ******* I understand the transition; however, I don’t understand why it can’t be honor nor why they can’t offer me another option. I was given various different excuses for not honoring my a promo code that was offered to me and expires two days from this complaint. I’m also unable to enter a code for credit voucher and they’re are doing the absolute minimum to assist me.

    • Initial Complaint

      Date:04/20/2025

      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 made a reservation through the ****** app for May first until May third. I checked this morning and it said it was booked under another name. I dont know how or why but I dont know who this person is that the account is under. I proceeded to call Sonder in order to get it rectified however they gave me the runaround just like ******. They kept telling me to contact the other company in order to get a refund however no one was able to help me and both parties denied this situation being escalated. I then call them in order to get a refund and every refund but every representative I get into contact with says that theres nothing they can do for me. I paid $375.50 from which they charged me twice in which I was given $27 as a refund. This company is the worst company *** worked with as far as hospitality. I need a full refund for everything Ive been charged for. I have the screenshots to prove it for everything.

    • Initial Complaint

      Date:04/09/2025

      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 January 2025, 2 friends and I reviewed and reserved what looked to be a beautiful Sonder 3 bedroom, 2 bathroom rental property in New Orleans for the nights of March 31 - April 3 (please refer to attachment 1). For the reservation, I paid the amount due of $1,044 on January 30 and an additional $34.50 on March 29 so we could have a late checkout of 1 p.m. on April 4.

      At no time during the 2 months did Sonder indicate there was anything amiss with our reservation of the property displayed in attachment 1.

      We checked it in at approximately 4 p.m. March 31 to find that Sonder had switched us to a dark, gloomy unit (unit #203) that had only a single film-covered window. It also had a broken towel rack, no hand towels, sand on the sofa, and a few roaches. Please refer to attachment 2. Roaches are not in the photos, they are very fast.

      I immediately called Sonder, who said they could not help me - there was nowhere else they could put us. The next day, I called ****, **** directed me back to Sonder.

      After several calls over several days, both finally stated there was “nothing they could do.” The property I had reserved was somehow not available and they would not transfer us to another rental. The last thing ***** at Sonder told me is that since Sonder provided a 3 bed, 2 bath rental, Sonder wasn’t obligated to do anything else.

      At that moment, I felt like I had reserved a **** but was erroneously given a ********* as a substitute because they both have a steering wheel and 4 tires.

      This was an important trip, years in the making, and we flew from different states with the expectation we would spend much of our stay in a spacious, window-filled rental. If you look closely at attachment 2, you can see there was no way for us to even sit in the “living area” together.

      I am asking for a full refund of money paid to Sonder - their malicious business practices heavily and negatively impacted our trip.

      Thank you for your assistance.

    • Initial Complaint

      Date:03/17/2025

      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.
      On Oct 21, 2024 I booked a studio room with Sonder through ********** for 3/28 and 3/29/25 in order to attend the ***** ****/****** ***** concert in *******, **. On March 11, 2025, we received notice from the venue that ***** **** will not be able to perform on that date for medical reasons and the concert was rescheduled to 11/15/25. I requested to change room to the new date but it would cost an additional almost $400 to do so. I requested that they waive that additional cost as this was out of our control but they declined. I requested to cancel for refund which they also declined. This is not good business when we had zero control over this change. All I wanted was to just simply move my reservation to another date.

    • Initial Complaint

      Date:01/28/2025

      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.
      Miserable stay. Spent 2 days next to a room with a large breed barking dog - despite having a "no pets" policy clearly stated on their www. Lost $200 worth of food due to faulty wiring / fuse for the refrigerator that went out (found out this was a known issue to their staff "just flip the breaker". Several attempts to contact customer service with no reply. Doubt I'll get one here either seeing they have 126 unanswered complaints. Unfortunate.

    • Initial Complaint

      Date:01/20/2025

      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 this reservation through ******* on January 1st, 2025. Expedia and or Sonder were quick to take my money for my reservation. At 11:05PM CST January 20th 2025, I received a message that Sonder cancelled my reservation for reasons unknown. This company has been earning interest off of my money for 20+ days, and will take an additional 10 days to refund. This is a RED FLAG! I FEEL THIS COMPANY IS TAKING RESERVATIONS, HOLDING MONEY AS LONG AS THEY CAN, AND THEN CANCELING RESERVATIONS TO EARN INTEREST IN VOLUME. Although Sonder said they canceled my reservation, ******* found no issue and said my reservation is valid. As I wait on the phone with Expedia to figure out the truth I am writing this up to share with the community. FRAUD is everywhere now. Even small amounts of FRAUD like this add up to big money coming from ************ consumers who dont know better. The Sonder app was hacked a short time back and everyone who had the apps information was sold. I have the recordings (with permission), and all receipts. I feel sorry for the people who engage this company for services just to get used. Please avoid this company (Sonder) altogether. Expedia refunded money on behalf of Sonder which leads me to believe Expedia is in on this. They offered no alternatives, suggestions, or wouldnt even pass me off to a salesperson for my new stay bookings. I have a calm collective voice when speaking. I cant say the same for the people I struggled to understand through their background party.

    • Initial Complaint

      Date:12/01/2024

      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 have a reservation at Sonder property at ** **** **** ****** *** for 12/3-6. I must cancel this due to a health issue, I’ve spent over 3 hours trying to do this. Their site doesn’t allow for any telephone calls, Then they are saying that I didn’t book through them but through a travel site such as *********** ** ************
      Importantly when I called to make a reservation at the ********* hotel for this trip the number i called on the website connected me to what I thought was an aggregator operator for hotels. They recommended this Sonder’s property..since all the hotels were booked. I booked through them,,,I have no clue who the aggregator was, I talked to ******* and they don’t have the reservation but saw my reservation and gave me a number to call overseas of which i did and it is a bad number. All I want to do is cancel My confirmation code is ********* from Sonders.

    • Initial Complaint

      Date:11/25/2024

      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'm expressing my dissatisfaction with a Nov 7-11 stay at Sonder's The **** in Philadelphia. My trip was meant to be for research & relo, but due to lack of sleep I nearly checked out 2 days early. Primary issue was noise. The ****** website states the hotel's in a central location & susceptible to city noise but it fails to state that it's located above a subway station. Despite using earplugs I could still hear trains & felt vibration. There was a white noise machine but attempting to mask sounds would've only exacerbated the situation. The disclaimer re city noise needs to be more comprehensive by including details about the subway & operating times. Having a subway directly beneath a hotel transcends what one would expect from city noise. Trains operate 24/7. By omitting info re subway noise Sonder's being deceptive & misleading. A mere acknowledgment of city noise fails to encapsulate the magnitude of what has been labeled as background disturbances.

      Also, my allergies reacted to something in the room. I'm very allergic to dust mites & I suspect that's what triggered my sinus issues. It's common for hotels to overlook laundering of duvets & pillows, washing only the sheets & pillowcases. I've had this problem before during a 6 mos stay in London. I requested the removal of pillows & duvet & offered to provide my own. After 2 days without the bedding my sinuses improved.

      I've contacted Sonder via email to address my concerns. First email was sent on 11/12. I received a reply stating "This complaint will be forward to our respective team, and we will check what we can do about it." After receiving nothing further from Sonder, I sent the same email on 11/19. I received a reply stating, "Thank you for resharing your concerns observed during your stay. Our city team managers are reviewing your comments and will be in touch with you." I've received no further communication.

    • Initial Complaint

      Date:10/29/2024

      Type:Customer Service 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.
      On 10/19/2024, I stayed at Sonder, booked through **** for my wedding night. The ONLY request my fiance had was for a stand alone tub. I looked at hotels/suites/AirBnBs/VRBOs, Sonder's listings all had the words "bathtub or shower" listed and had pictures of both stand alone bathtubs and shower/tub combos. I called Sonder before booking to inquire how I could make sure that I got a room with the stand alone tub - I very specifically stated I didn't want a shower/tub combo. This call took place on 8/21/2024 at 12:51-1:06 central. The agent instructed me which 2 rooms had the stand alone bathtubs, he instructed me to book a room and then call back to ensure I was assigned to one of those rooms. I did that, this second call was on 8/21/24 at 1:11-1:17 central time. I never have booked this room at Sonder if not for the stand alone tub. I'd have continued my search for a rental that could provide me with the wedding night we wanted. When I arrived at the unit on my wedding night, after a long day, we discovered that the room, decorated for our wedding night by my family, did not in fact have a stand alone bathtub, but a shower/tub combo that had a broken stopper, so the ability to even take a bath was out of the question. Also, the dishwasher in the unit beeped all night. Flipping the breaker box did not even stop it. The text messages to the Sonder customer service did nothing to provide instructions for how to cease the beeping. Following our stay, I contacted Sonder's customer service through their *******/*****/28), phone (10/22,10/23,10/24,10/28), and email (10/28). First I was offered $70, then $100, then $0, then $150. These resolutions were not satisfactory to me, I spent $395.86 for a room that had a stand alone tub, and took all due diligence to ensure the room had one. I have continued to attempt to reach the managers who can discuss this concern, but the customer service team refuses to transfer me to discuss my complaint.

    Sonder Hospitality USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.