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

  101 15th St San Francisco, CA 94103

• 

  Sonder Hospitality USA

  8133 Engineer Road San Diego, CA 92111

• 

  Sonder - Hance Park

  1313 N 2nd St Phoenix, AZ 85004-1780

• 

  Sonder

  1436 W Randolph St Chicago, IL 60607

• 

  Sonder

  555 W Jackson Blvd Chicago, IL 60661

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:08/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 a stay Aug ***** in ******* **. Upon arrival I was locked out of the gate even arriving after check-in. I was also locked out of my room and had to wait for a chat bot for most of the day. Everyday I was there my spot was taken and I reported this with nothing done for me except a cleaning fee of $99 removed. I spent over $100 just in street parking. I then had to report drugs and roaches in the building and more issues with parking and was refunded $116. I was additionally told I would receive another +$216 for having to flee my room at 4:30am for fear of the people staying next to me. I asked for an email receipt and was never given one and when I reached back out they denied me the additional refund.

  Business Response

  Date: 08/29/2022

  **************** placed 3 complaints through our guest services team: 
  

  The first complaint was made on 08/23 in reference to her parking space which may have been occupied. Our onsite team offered the guest to park in space 44 (which is an extra parking space) and the guest mentioned that she wanted back her space 42 and that she shouldn't have to adjust. We did compensate the guest $200 for the inconvenience.
  

  Second complaint came on 08/26 (day of departure) at 12:04 AM guest had reported hearing of flighting or loud people in unit ****. Our overnight agent immediately sent Security out to check. No signs of flight or noise were found.

  Third complaint came at 8:52 a.m., after the guest checked out, reporting the smell of marijuana. Exit and entry times on the unit were checked and door was opened at 4:45 am the day of check out with no further activity after. No further refunds shall be issued as the stay was completed and all reported and confirmed issues were resolved. 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17782429
  
  I am rejecting this response because:

  The response was dishonest. My first complaint came as I arrived to the location as I was locked out of the gate and also my room. I had to wait for most of the afternoon to be let in and they waved my cleaning fee as a result. My second and third complain came in the next days over parking issues bc my spot was taken and I was forced to park in the street. I was told to park in another spot bc they didnt have my spot cleared and the spot they told me to move to was also taken so I had to pay hundreds in parking which I was compensated for. I then had to deal with c*** roaches, and loud noisy neighbors that I filed a noise complaint over and I never heard them calm down so I have no clue who came to check and heard nothing bc there was screaming and doors slamming. I eventually had to flee my room as I had gone on the balcony to ask them to be quiet bc I had no sleep and they threatened me, this was around the time before 4:45am which is why they say there was no more activity bc I felt in complete fear that early and drove two hours to my parents house I couldnt take it anymore. I contacted the company to tell them everything I had been through and nothing has been done for me. The company continues to make excuses, or try to deny whats happened, there are logs of all complaints that can be sent  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 paid 1 ******, June 26th 2022. Booking through the website booking.com. Given the information that it was possible to receive a refund upon cancellation. I canceled my stay but did not receive a refund. I phoned them a few days later in June. To request refund, they stated it was non refundable even though I showed them emailed proof that they advertised that I would be able to get a refund. They refused to give me the refund, "according to their policy" and I had to get to put in a request to give me the room back. It took 4 days to resolve this. When I arrive to the stay it had a very humid environment. It was not as advertised. *******, I noticed flies coming from the shower drain, from Friday killed one, then more kept coming back. Saturday I wake up at 1 am to water dripping from ceiling. And water all over the walls. It took them 3+ hours to move me to another room. It took me arguing for hours to receive a refund from Sonder finally after arguing for hours they refund me 400$ only. I wanted a full refund, due to hygiene issue with flies and the terrible customer service and resolution to the water issue, for the night. Sonder allowed me to stay an hour and a half past check informed me the same day as check out because the situation was resolved around 5am. I was then charged 150$ more after the being up all night following plumbing issue. They are refusing to give me a full refund. I am NOT happy because I was forced to stay in a hotel paying inflated price and receiving terrible service and plumbing issues. The way they are going bing me the run around and can't tell me why I was charged extra money, and refusing my request for full refund and my entire experience with sonder I believe that the advertisement and my experience with the stay was fraudulent.

  Business Response

  Date: 08/22/2022

  ***** reached out initially re: being charged for the cancelled reservation. She cancelled the reservation less than an hour after she made the reservation which was non-refundable, see screenshot attached under "cancellation". Cancellation fees were waived. Guest reinstated the stay and utilized the stay then asked for a refund. During their utilized stay, they experienced a water leak in their unit and were promptly relocated to another unit. They were also refunded $400 CAD which was equivalent to the cost of one night in good faith and to compensate them for the hassle. ***** then demanded full refund which was subsequently denied as they utilized the stay. 

• Initial Complaint

  Date:08/06/2022

  Type:Billing 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.

  Hi I called Sonder customer service to report that my wallet went missing Thursday night , told them I was waiting for an emergency credit card from my bank to make the payment for our request. I requested late checkout and extended stay. I spoke to sonder about this multiple times throughout the day to update them, I was told "ok don't worry we will let our team in ************ know whats going on and will put 24 hours hold in your room, when you get your new credit card call us to make the payment. Then I get a called from my 12 year old who has been battling with anxiety and depression, sonder security were at the room harassing her. Not once but twice. She suffered from panic attack and tried to harm herself as result of what happened. This happened because of sonder mismanagement and miscommunication. They claimed we refused to pay for our stay, which is false. Then they decided retaliated with no explanation. This all happened because of their miscommunication and mismanagement. We want accountability from the top to bottom, that includes the building management team at that location to be hold accountable so this never happens again to anyone of your guests and their family. Since the incident no one from Sonder has reach out to us, instead I was told the management team will not call you, so you need to stop calling

• Initial Complaint

  Date:07/28/2022

  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.

  Sonder Complaint Date of Transaction: 5/22/22 and 7/11/22 Amount of Money Paid: $2470.08 (agreed upon amount was $2290.59 via http://Booking.com - there is a difference of $329.49)What Sonder Hospitality *** committed to provide:Accommodations for 4 nights, check-in May 22 and check-out May 26 for a cost of $2290.59. Booking done through http://Booking.com.Nature of the dispute:6 weeks after my stay, I received an email from Sonder that they charged $150 to cover the cost of a new key fob. Before leaving the unit, I know I hung the key fob on the hooks beside the door. They said I didnt leave the key fob. Unfortunately, I did not take a photo because I didnt know there would be an issue.Whether or not Sonder Hospitality *** tried to resolve:Sonder sent me an email on 7/11/22 stating that I was being billed $150 to replace a missing key fob. They stated that their decision was final and non-negotiateable. They did not reply back to my email.

• Initial Complaint

  Date:07/27/2022

  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.

  Sonder scammed me out of my money! Zero stars! I booked a place for a 5 day weekend in *********** ($1195.00), when I got to the airport I checked my email and received key codes and an address for a DIFFERENT location than I paid for. They said the place I paid for had a plumbing issue so they put us in a cheap hotel that smelled bad in a the sketchy location (6 cars got broken into from the parking lot at the hotel that night). No one notified us beforehand that they had to change our location. Also the price per night was half the price of the original place we paid for. Getting a refund has been nearly impossible! They issued a refund for only half the trip and charged me for two nights at the rate of the original place. I only stayed at their hotel for 1 night! The customer service is horrible, they keep you on hold for hours, just to say they cant help you and they refused to put you on the phone with a manager or supervisor. They are the worst and are scamming people for money by advertising places and putting you in a different cheaper place, then charging you the higher price.

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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 family (my husband, two daughters, my parents and me) stayed at a Sonder property in ************ from July ****, 2022. Two weeks after checking out, on July 25, 2022 I received an email from Sonder saying:I am reaching out today to let you know that it has been brought to our attention that the side table has been broken following your stay with us.This unfortunately means we will be holding USD $51.56 from your security deposit to cover the costs of replacing it.If you have any questions, please don't hesitate to ask, but be aware that this decision is final.We didn't pay a security deposit but instead they charged our credit card. I called them and told them we didn't break a table and that we weren't going to pay for something that we didn't break and more than anything it made me nervous that they had our credit card and could continue to charge us for things that we didn't break. I was again told the decision was final. I emailed and reiterated that we didn't break the table and that if we did we certainly would have told them and paid for it. I haven't heard back from them. I now see that Sonder has dozens of complaints against them. This is my first experience staying with them and it has been the most insane customer service I've ever experienced (we will clearly never stay at another Sonder after being told we're liars for disputing something we didn't do!) and I wonder if this is a common practice of theirs to charge customers for something that never happened. As a result, I'm filing this complaint--the money isn't that much but it's the principle of it. Thank you!*****************************

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a short-term stay from June 6, 2022 through June 27, 2022 with Sonder at their ********************* location. On June 22, I discovered that the pullout couch was filled with mouse droppings, there were mouse droppings in the bathroom and bedroom as well and there was a sticky trap under the kitchen sink that had been there since I began occupying the unit. I provided pictures of all of this to Sonder and before I left the unit on June 22, they sent out someone who put down three mice traps. At this point, the unit was uninhabitable and a rodent infestation was unsanitary and a clear health risk. Sonder issued a partial refund for the days that I occupied the unit and refunded me for the remaining days on the original agreement that I did not stay in the unit ($2,350.06). I then had to find my own housing arrangements for the next 5 days as staying in another Sonder further away was not a feasible option for me. Sonder should never have rented out the unit because there was a rodent trap under the sink in my unit when I arrived, so they clearly knew about the rodent infestation and charged me to stay in a unit with a known pest control issue. I was brushed off via email when I requested a full refund or even just an explanation for why a full refund was not issued. The ***************************** in ** recommended I *** in small claims court. As such, I am seeking the remaining refund of $1,831.60 before I consider seeking further legal action.

  Customer Answer

  Date: 08/05/2022

  I recently filed a BBB complaint against Sonder (#********) and wanted to let you know that the dispute has been resolved. After some emails back and forth, they agreed to refund the remaining amount on my stay and the charge back hit my credit card today. Therefore, this complaint can be closed out.

  Please let me know if you need any further information. Thanks!

  Best,

  *******

• Initial Complaint

  Date:07/15/2022

  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.

  I am staying in an apartment in ****** under the Sonder company. I have been here since June 5th. And from the first minute I got here , I had problems with this apartment. I filed a complaint for my ac which took several phone calls and several days for them to finally address. My current issue is that I called on 7/1 to ask what my upcoming payment would be because I knew one was coming on 7/3. The person over the phone told me that Id be paying ****. I asked several times if that was correct because I knew that was less than what I payed for the last payment. They told me that sometimes with Sonder the longer you stay the more your rent gets discounted. I asked one more time for confirmation and they confirmed. On the day of the payment my account was charged ****, forcing me into negative, and putting me in a difficult position financially. I have called almost every day since the 3rd to try and get this resolved. Each time someone tells me that they will get an answer to me within ***** hours. It has been 10+ days and each time I call they say they dont have a manager for me to talk to. What massive corporation doesnt have a manager? Our point person for my reservation Moria was ignoring my emails, etc. And finally i got an email saying I was charged the proper amount of ****. This is ridiculous. I was told on a recorded line, and they found the phone call, that I was for fact going to be charged 500 dollars less than what I was charged. I need a refund. And better costumer service!