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

  555 W Jackson Blvd Chicago, IL 60661

• 

  Sonder

  1419 S Wabash Ave Chicago, IL 60605

• 

  Sonder

  613 N Wells St Chicago, IL 60654

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  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:11/18/2022

  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 25 of September, I requested free cancellation through Booking.com.I received the attached invoice for $0 and notification through Booking.com that my reservation had beencancelled.However, in reviewing my credit card statement, it appears the charge was never reversed.If Sonder would not honor a free cancellation, I should have been notified prior to my reservation beingcancelled. I needed a hotel room for that evening, but the location was no longer convenient.Additionally, Ifelt unsafe in the neighborhood and was disappointed in the property's cleanliness and overall upkeep.Regardless, I would not have simply thrown away over $300 when I still needed a room for 2 nights.In recognition of the fact that Sonder should have communicated with me directly to let me know the freecancellation would not be possible and didn't, I am asking them to reverse the charges.

• Initial Complaint

  Date:11/03/2022

  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.

  I originally made a booking with Sonder. However, subsequently I had made adjustments after the initial booking -- first emailed Sonder, then called and spoke directly with an agent who assured me that I could later make a cancelation with a refund. Today, I tried to cancel the reservation (1 month away), and was told my reservation was not refundable. Sonder management now insists they will refuse to honor that. I feel that I have been lied to and this is a bait and switch for me to have paid to extend my stay with false assurances from that agent, and they do not value me as a customer.

• Initial Complaint

  Date:10/25/2022

  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.

  I recently stayed at a Sonder property through Airbnb. I had a bad experience with a multitude of issues throughout the stay. I contacted Sonder for a partial refund and did not ever get a response back from them. Then I opened a case on Airbnb in their resolution center. Sonder again did not respond so I selected to have Airbnb get involved to solve this. Sonder did not ever respond to Airbnb either. So Airbnb was left to handle the issue and gave the measly refund that they could since the host did not ever respond back to them or me. This is outrageous that this company can get away with the terrible service and stay they provided. They should be providing me with more than the refund requested at this point and also be banned from being a host on airbnb.Attaching pics of my airbnb case write up and some of the issues.

• Initial Complaint

  Date:10/14/2022

  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.

  I stayed at one of Sonder's properties in **** (Sonder Piazza Venezia: https://www.sonder.com/destinations/****/ROM-CORS292-2A/c34347?sleeps=1) from 9/25-10/1/2022.I booked a Queen **** on their website. The photos in listing for the Queen **** show a living space, kitchen, and large, bright bedroom. After the 72 hour cancellation period had passed, Sonder messaged me on What's App (I had not previously consented to being contacted on What's App) to "remind" me that my booking does not include a living room or a kitchen, but that there is a shared space. This is indicated in very fine print on the listing, which is easily missed. None of the photographs are of the room (or room type) that we paid forthey are all of the larger apartments on a different floor. Additionally, the common space is not the one pictured. In other words, Sonder is using blatantly inaccurate photos in its listings.Our room was dark, dirty, smelled of sewage, and had a termite infestation. I asked Sonder several times to move us to a different room or find another solution as the accommodations were not habitable. Despite a room next to us turning over several times during our stay, they refused to move us or offer any alternative solutions. Additionally, I let Sonder Corporate know of this issue and never got a response from them. Total paid for this stay: $1,596.32.

• Initial Complaint

  Date:10/08/2022

  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 10/05/22, I purchased a hotel stay thru Sonder ************* for 01/06/23. The next day 10/06/22 I cancelled my reservation providing 99 days for Sonder ************* to rebook the room. I cancelled the reservation with the hotel's Reservation Line. I got an email later that I cannot cancel the reservation. I informed Sonder ************* via email that they are in violation of Federal Right to 3-Day Cancel policy. Sonder ************* will not relent.

• Initial Complaint

  Date:10/02/2022

  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.

  Date of Transaction: Check in 9/15/22, Checkout 9/18/22 Amount Paid to business: $936.48, received partial refund of $221.39, and seeking a refund of the remaining amount of $715.09 Order Number: *********** I rented a ********************* specifically for the two ***s, a queen *** and futon with a queen ******** for me and my guest. Upon checking in, I was informed the futon was broken, and we received a broken, non-functional air ******** as a replacement. In addition, the suite had NO functioning hot water. My guest and I were placed in another suite in the building and given a refund for that night. In the morning we were sent back to the non-functioning suite. For the remaining duration of our 3 night stay, our suite had NO HOT WATER. We were told a repairman would come that day, yet at 9:30 pm on the second night, we received a text that something came up and he would no longer be able to fix the hot water that night. We asked Sonder for alternate accommodation for the night seeing as it was too late to try and find a hotel room, and the agent we spoke to said they couldnt relocate us and that cold showers arent THAT bad. By law they are required to provide us access to hot water. They said they would send another repairman in the morning, yet on the third day at 7pm, we were told they wouldnt be fixing the hot water for our stay. After 3 days of failing to provide us hot water, their only solution for our last night was to give us a room (not a suite) with only one ******** in a completely different building and area of the city, with no monetary compensation. There was a major concert in town and all the hotels were booked. We declined the relocation and instead asked for a full refund, but we were only given $50 of account credit for the plumbing issue. After 7 more days of contacting Sonder to reach a resolution, I received an email from management who promised to resolve the refund issue within 72 hours, yet I never heard from them again.

• Initial Complaint

  Date:09/28/2022

  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.

  My flight to ********* was cancelled 8/13/22 because of bad weather and *33393037343334303030* decided to keep my $463.63. I struggled and begged and pleaded and I got no where with them. They continually said ' you signed a no-refund agreement a month ago.' But was there a refund option? No. It's not like I could tell the airline 'hey, I know there's bad weather in that part of the country but please take me there.' After giving me the run around, telling me to talk to someone else back and forth, they insisted on keeping my money and refused to even compromise by at least giving me credit for it. They kept my hard earned money and did nothing to earn it. To reiterate, It's not like I could tell the airline 'hey, I know there's bad weather in that part of the country but please take me there.' I have no choice over when or if a plane will fly. They strung me along for weeks. constantly telling me they will expedite the issue and assigning different people every day for weeks, getting no traction whatsoever, and keeping my money. I looked at the *363137393238313831* today and saw the group's F-rating and the * U G E number of complaints. I wish I had seen this site before I chose *33313335373734373637* for my lodging.

• Initial Complaint

  Date:09/19/2022

  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 7/29/22 I booked 2 suites from Sonder through Airbnb at *******************, located at ******************************************************************************************************************************. Each suite was booked for 9/15-18/22; one was for my fiancee and I to stay in during our wedding (which was on 9/17/22) and the other was for one of our guests who we wanted to stay at the same location as us. Each suite cost $527.03 and the charges were applied to our credit card at the time of booking. We received confirmation e-mails from Airbnb for both suites. We assumed all was well until 9/15/22 when we received check-in instructions from Sonder for only one of the suites. I called and the representative informed me that they had made a mistake and only reserved 1 suite for us and that there were no suites available at that time. They offered to transfer the 2nd booking to another Sonder location in ************, which we did not like but had no choice but to accept given that we needed the rooms in 2 days. We asked to speak to a manager and were told a manager might call back if they deem the issue worthy of a callback. We were offered a 50% refund on the booking that they failed to hold. That was not acceptable to us and we continued to try to reach a manager. The next day we received an e-mail saying their offer was final, then another e-mail saying they were still working on a resolution. Then at 4:30 pm on 9/15 (the day we were checking in), they called and said a second suite had become available at ******************* and so they were able to accommodate us after all.While Sonder honored our original reservation at the last second, they caused a lot of undue stress during our wedding week, which was already stressful because of all the planning that goes into a wedding. Sonder took $527.03 from us and did not actually hold a suite, and it was only because I called 2 days before that they even realized their error. We would like a refund of $527.03 for the trouble they put us through on our wedding week.

• Initial Complaint

  Date:09/15/2022

  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.

  i checked in to the sonder hotel 7/26/2022 they sent me a access code via email to use during my stay to access my room. they asked to see the email with my access code when i checked in at the front desk. which gave the the clerk my access number to my room at check-in. To make a long story short my jewelry was stolen out my room. It was a diamond pendant, a white gold chain, and earrings. I on 07/27/2022 I had the chain and earring on at the pool. I left my jewelry in the room that night. i went out off the room between 4 and 5 pm and returned around 1:00am that morning. while packing on 07/28/2022 before check out i notice my jewelry was missing. i also had a beg in my bed when I arrived to my room. The hotel would not let me see the video to see if any of their staff enter my room and has yet to send the video to the detective on my case who submitted a subpoena for the video. i believe my jewelry was stolen between 07/27-07/28 time 4:00pm-1:00am. the value of my jewely five years ago was ******** for the chain and ****** for the earrings.

• Initial Complaint

  Date:09/12/2022

  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.

  I stayed with Sonder via Airbnb once, end of March through beginning of April 2022.There were issues with my stay, mostly because they had me change the room - and then my friends who were with me were mad. Then, they were trying to way overcharge us (like, triple the price per night) for the weekend so I cancelled that, which was difficult... the Sonder employees told me they have a cancellation policy where booking through the hotel, you can cancel with no issues for what I was trying to do. However, with Airbnb they don't let you. I had to go back and forth until finally they said "just this one time" - I'm thinking well, yeah there's not going to be a next time after this.Here's where it gets crazy. Ever since that stay, I've had personal calls, texts and emails from various Sonders about reservations that aren't mine. They say they have my number from Airbnb. I called Airbnb, who said they only gave my number to the location I stayed at when I stayed there. Now I'm on hold with Sonder (who keeps telling me they're going to take my number off their list), and I was told that under my name there are multiple reservations that were paid in Euros... I'm American, so I'm really not sure what's going on here. I would love an explanation, and I would really love to never be contacted by Sonder again or have anything to do with them EVER AGAIN.