Complaints

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

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Sonder Hospitality USA has 15 locations, listed below.

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• 

  Sonder Hospitality USA

  101 15th St San Francisco, CA 94103

• 

  Sonder Hospitality USA

  8133 Engineer Road San Diego, CA 92111

• 

  Sonder

  1415 N Dayton St Ste 117 Chicago, IL 60642-7035

• 

  Sonder

  1436 W Randolph St Chicago, IL 60607

• 

  Sonder

  19 S Wabash Ave Chicago, IL 60603

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.

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 four nights vacation with Sonder my flight was canceled by ******** airlines I canceled my hotel reservation for lack of transportation.I requested a refund from Sonder customer service says that the policy they use isn't not allowing them to refund my money back.

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  a representative from sonder help me with a reservation to stay at the property on 12/2/2022.the sonder security team cancelled my reservation the day of because they don't host locals and you cant stay at their properties if you live in the same city. I paid ****** and was told that the money was on hold so my bank contacted them asking about the refund and was told that a refund would not be happening. the sonder turned my refund into a voucher. the representative told they wasn't taking my money and I wasn't charged was a lie. the representative told me not to worry voucher id was for filing purposes and that my money was going be back in my account . I have been calling ever since I keep talking to different people and every time I ask for a manager I get put in a que and is supposed to contacted in 24 to 48 hours and no one calls me back. there is no direct number to the mangers or management team. each call is 25mins or longer I have to keep restating the chain of events because I never talk to the same person. they also keep saying 7 to 10 business days and its nothing has been done the conformation number is ************ the voucher id is ************

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Due to the severe weather on 12/23/2022 our Alaska Airlines plane flight was cancelled because the ******* airport was closed. I contacted both Air BNB and Sonder to request that due to the extenuating circumstances totally out of our control could be changed. We were able to reschedule our flight dates to 12/28/2022 to 1/4/2023. I asked Air BNB and Sonder just to move the dates of the prepaid reservations and I contacted them both on 12/23/2022. Since then I have called and texted both companies to get a response. I have been told by the customer service reps that the request has to be sent to a higher team. I have contacted both at least 4 times since the initial contact because no one followed up with me. Evidently, customer service reps cannot resolve this situation and management (if they actually received the request) would rather treat me like a ping pong ball bouncing me back and forth between the two companies. Both companies have on-going documentation of every phone call and every text, and I have their scripted responses indicating no action. No one will take responsibility to fix this. I am requesting a refund of $541.48 for the days I did not stay at Sonder ************. We are a retired couple on a limited income and had to save for our trip to visit our sons and grandson during the holidays. Weve had to finally charge another reservation with the updated days for the stay today because we could not receive a response from either Air BNB or Sonder and could not risk having no place to stay.. This is unacceptable. The lack of appropriate customer service is despicable. What kind of company wants the bad reputation of taking money and then ignoring the customer concerns? This situation is not that complex and our request is not unreasonable. No one could get around in ******* during the storm! Please assist ** in obtaining a refund as well as an explanation concerning the irresponsible handling of this situation. Thank you.

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 was greatly inconvenienced today. I booked a hotel with ********************* place in ******* ***** and today I was supposed to check in at 4 PM. I attempted to check in and I wasnt able to. Firstly, I never got it. Initial checking email to allow me to do the registration to get checked in and after calling them around 4 PM today on December 26. Ive been on the phone with them for three hours to four hours. I talked to three different representatives, and somehow there was a situation with the checking sites. I kept getting error messages and I was not able to check in. I tried all sorts of different things from using multiple devices to use in multiple different browsers, but still nothing was happening. At around 8 PM or past 8 PM, I was told by representative that they couldnt do anything else for me and I will just have to cancel the reservation. Although I was gonna get a full refund back because this is the fault of Sonder house and technical difficulties with their websites, this is highly highly unacceptable. I wasted four hours of my day today on the phone with representatives from Sonder, and at the end of it I have to make alternative accommodations which lead to ************ cost because its so last-minute. I am looking for someone from headquarters to call me and explain how they could make this right because this is unacceptable. I have to pay extra cost now because of the inconvenience of a last-minute booking for the same day. I am looking for someone to call me and explain how this happened, as well as explain to me how we can resolve the situation of how I am paying extra costs when I couldnt check into my hotel that I booked weeks and weeks ago what Sonder.

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 12/14/22 I made a reservation through Airbnb to stay at a Sonder property in ******* named ******************* for the nights of December *****, 2022. My reservation was under the name, ***********************, and reservation number was HMHWXA4WFK. On 12/19/22 at 11:49am, I received a text from Sonder stating I'm reaching out to you about your stay in *******. Due to emergency maintenance, we have no choice but to move you to a different location *******************************************. It is an upgrade to a 2 bedroom.We're really sorry for this last-minute change. Please reach out to us if the location doesn't work for you, we're more than happy to cancel and refund you.I specifically made a reservation at ******************* due to the close proximity to my friends business location. It was easy for him to get to after work. I asked him if this change was okay and he said Well, the location will require a drive through famous ******* traffic, but we will make it work. I drove 4 hours through the rain from ****** to *******. I got to ******************************************* and parked. The garage elevator was broken. I had to walk 4 flights of stairs to #***. I opened the door, the vacuum was out, the place stunk of old, dirty mop water, the maid was cleaning the dirty dishes in the sink with 2 fingers and water and was putting the dishes up, the carpet was filthy and it was NOT what I rented. It was 6:20pm. I texted through the Sonder app and told them what I saw and that I was leaving, disgusted, upset and angry and I wanted to be fully refunded immediately.I drove 4 hours back to ******, in tears. I was in shock when I saw the place and what the maid was doing that I did not take pictures or video. I was so upset. I called Airbnb and their customer support rep told me You are wrong. You should have taken pictures. We dont believe you without any videos or pictures. Im 52 y/o. I dont snap pictures like younger people do. I wanted a 3 day getaway with a close friend and I got this nightmare

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 code didn't work to enter my room and my phone key worked with very limited frequency.I informed Sonder of the issue and was told to go outside my room because someone was 'just downstairs' and they'd address the issue. Well I went to the hall outside my room and waited, and waited, and waited, sitting on the floor waiting for the staff member who was supposedly steps away. He finally (30+ min late) arrived and confirmed that my code wasn't working after entering my room without my permission. We were able to get into the room with the security staff, but that meant I was basically a prisoner in my room since whenever I wanted to leave I would need a staff member to open it if I wanted to get back into my room.That night, the staff member told me that they'd have someone else come in the morning to address my concerns and asked when they should arrive and I asked for 9AM. The next morning and I was getting ready to get my day started and again I waited, and waited. Finally the Sonder staff arrived at 9:30 and entered my room (he actually asked for permission, as one should). He proceeded to work on the issue until he realized that it wouldn't be fully resolved. At that point he offered me a fob to enter the building and my room.Throughout this time I was in touch with Sonder customer service via phone and chat. I was hung up on many times and overall did not have a good experience (See how I was lied to above about ETAs for staff).I was informed Sonder would look into the issue to see what they can do. After not hearing back for a couple of days I followed up. First the staff member informed met that my late checkout request was approved. They told me that they'd look into the security deposit and eventually shared that I was being charged $400 for a missing pillow that I didn't steal I asked to speak to a manager and then was told it would be at least 24 hours for my request to go through. It's been a week and a manager still hasn't contacted me.

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2021, we contracted with Sonder for accommodations in **********, ** while we assisted our son, who was undergoing chemotherapy. This involved more than one transaction, as we had to return on occasion. In the course of the time we were there, various events occurred resulting in Sonder issuing credits to us, which we intended to use at a later date. When we attempted to do so, Sonder took the position that there was an expiry date on the credits, & that it had expired. We were never informed of those ************** ***** requests to Sonder to provide documentation of them have only generated assertions of the same aversions without any documents.

• Initial Complaint

  Date:12/17/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  While working at Sonders in Gowanus, I found out that they had many Covid Positive Guest staying in their rooms and the rooms were cleaned as a regular cleanings instead of a room that housed a Covid Positive Guest who stayed for sometimes over 2 months. Before Sonder hired an HK Supervisor, I personally warned the housekeepers to protect themselves when cleaning these rooms and was NOT surprised to know that they were never aware of any positive covid cases in the hotel. It was just a regular routine cleaning for them. The reason I was NOT surprised is that I myself was not told. We all would find out when responding to Guest via various Sonder Applications. One Guest was asking to extend his stay because he showed the proof he was Covid Positive and his wishes were granted, but that info was not shared with Front Desk staff (Including myself). A staff member tested positive for Covid and was out for a few weeks. I worked elbow to elbow with this staff member for hours, How could the Management at this Sonder location not care about our Health and Safety, and not informed us (the employees) so we can get tested and then take proper measures to prevent spreading of covid. You see one day while looking for ketchup (in the Staff Room downstairs) I found a small pack of covid tests hidden slightly above the microwave. We all could've easily taken this test to ease our minds. Who hid that box there and why was no staff member at Sonder ***************** informed about the active covid cases in within the building besides The ** and Supervisor. I have a small child, you risked getting Me my Child, My whole family sick, Why? Keeping staff searching on Sonder applications to find out if Covid Cases are in house just to protect themselves is SAD. Sonder should have related that Serious, Important message. You did not even have the Respect to offer a test from the hidden box in the staff room, you rather us not test to avoid being understaffed, that's the impression I got.

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Im writing because I am seeking a timely resolution of my problem. I booked a stay through Sonder for a business trip to *** (Nov 27-Dec 1, 2022) but was unable to complete my stay because of the cleanliness of the room. I have documented how filthy the floors were; also, when I turned on the heat, there was a burning smell. I did not feel comfortable there and so had to leave and make another reservation at another hotel a few blocks away (I stayed there for the rest of my stay). I contacted Sonders customer service and was sent a note After reviewing your pictures and the information available to me, I have refunded you 10% of what you paid. That came to $133. Since there were no troubles after the initial cleanly ness and all your needs were taken care of, I feel this is fair.I paid ******* for my 5 night stay and I have already agreed to pay $449.89 for the ONE NIGHT I spent there. I am asking for $888.65 remaining.Ive called Sonder every day for the past 4 days and while the agents who respond to the call all very kindly tell me that a manager will get back to me, I have not yet heard back. So I am filing a complaint because I dont know what else to do.The reference # for my reservation is *******

• Initial Complaint

  Date:11/28/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Paid more than $600 for two Sonder rooms for 3 nights each in ************* over Thanksgiving week (Sonder ******** There was no hot water and the business did not respond appropriately to my complaint. I was funneled to live chat with an offshore customer service rep. who was appropriately apologetic but could not help. This business has no framework for handling customer interaction or emergencies that occur after hours. The units were uninhabitable which was bad enough, but its VERY unsafe that the business has no on-site, after hours recourse for guests.