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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

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Sonder Hospitality USA has 15 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/19/2024

      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.
      We used Sonder to book a 4 bedroom apt in *********** from ********, October 12th to October 15th. Upon arrival, there was just a trickle of water coming out of all faucets in the apartment. I immediately got on the their app to communicate this. They said the city was having an issue with low water pressure. They stated it should be resolved "soon". Upon waking Sunday there was a still the trickle. I communicated again. I told them I had 8 people in need of a shower for a wedding at 4:00 p.m. They now stated that is what a water pump problem and they have had a part ordered for it. They offered to refund $400.00 for "our inconvenience". I was told it should be installed later Sunday - it was not.Monday morning there was now no water. Again, got the run around from Sonder. After spending over $2000 on the rental we have to check out - it was now a health concern and hazard. We incurred additional expense to rent 3 hotel rooms. The company did not refund the $400, nor the one night rental. I would like the full refund of our costs - $2111.39. The company did not communicate the issues, care for our health with the toilets backing up, nor the pleading for assistance as one in my party was my 84 year old mother.

    • Initial Complaint

      Date:10/05/2024

      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.
      Worst lodging and service Ive ever experienced. Front desk manager is not helpful and very shady. There was a leak in my bathroom and they used it as an excuse to cancel my stay without reason, and did not provide me with another room. Communicating via email/phone with customer service was frustrating and they did not provide answers. I was told different things at different times and the front desk manager lied to me about availability of another room to move me to when there was a leak in my room and the onus was on them. The manager told me to find another place to stay essentially leaving me and my young son without lodging. This Sonder, under ****** management, has extremely poor customer service and made me feel uncomfortable and discriminated against on several occasions

    • Initial Complaint

      Date:10/04/2024

      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 made a reservation with Sonder through VRBO property id ******** (whom I will file a complaint against as well). When deciding to book this reservation, it gave me a choice; 1) Non-refundable which highlighted that parking was +0 or 2) Refundable for +12. I had already asked the property what parking was and they'd told me $20/night. I chose non-refundable because of the free parking thinking I would save $52.However, after submitting the reservation, Sonder sent a check-in email which I promptly completed. Within this process, it communicated that parking was extra and that I'd have to pay $20/night. The next day, I tried to resolve via the virtual agent who said someone would get back to me. They never did. A few days later, I called the phone number I found in my **** reservation for the property owner. The customer *** was completely unhelpful and told me I would still have to pay for parking despite my showing them the property page (pics attached) says parking would be free.I decided to try VRBO, by filing a complaint on their website. I got an email saying they were looking into it but didn't hear back from them. Today, I called VRBO and got an agent who connected me to the property. At this point, I am just asking for them to cancel and give my $ back because this has been a nightmare and too much of my time. Another 1.5 hrs on the phone and they said they have graciously decided to comp the parking but that's not what I was asking for anymore. I don't want to have anything to do with Sonder or stay at their property. Therefore, I'd like a full refund and am requesting BBB and my credit card ***** to help me. Thank you.

    • Initial Complaint

      Date:10/04/2024

      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.
      We rented from Sonder for a stay in **** starting 9/29/24. A few hours before our stay I checked my email to discover that the ** in our room was not working. We called Sonder and would have canceled but they said they had a different room for us in another part of the city. We accepted. This was our first time with Sonder and we assumed it was a hotel. It is not. The apartment they gave us did not have a functioning front door to the building. There was a sign on it that said do not close. It was opened to anyone...no key needed. This upset us and we did not feel safe. Also...perhaps because of the open door and our room was facing the street across from an outdoor restaurant...the noise kept us up much of the night. On the 2nd night of a 4 night stay we were again awake at 2AM. We contacted Sonder and said all of this was unacceptable and we would be leaving by the morning and wanted a full refund. We left the apartment at 8AM after finding a real hotel. The original **** was ******* Euros. They refunded us ****** Euros and charged us 30 euros in city tax. The final **** says ******* Euros. This is in the Charges Summary in their ****. But in the section Payment Summary our credit card **** is listed as ******* Euros. Further investigation of the **** reveals shows a cancellation fee ****** Euros. I cannot make sense of the different sections of the ****. We paid for this "hotel" back in September. When I look on my credit card statement I see a charge on 3/22 for $1339.23. All I see on our credit card statement is a credit for $125.55 Further investigation shows that on a website called TrustPilot ************************************************************ there are over 400 complaints.

    • Initial Complaint

      Date:09/27/2024

      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 rented rooms with Sonder through **** on 9/8/24 in Minneapolis MN to check in 9/15 and check out 9/16. The location that I reserved was at *** ** *** *** ************ ** *****. When we arrived and attempted to check in, we were eventually sent to a different location several blocks away at *** * *** *** ************ ** *****. It took some time to speak to someone on 9/15/24, who explained that the rooms I had reserved were unavailable and that we had been moved to an alternate location. The fact that there was a problem was not communicated in advance, led to confusion and stress, prevented us from being able to check in to any room on time, caused additional costs, and disrupted our plans. Sonder staff apologized and I was told that for the trouble I would receive a refund. I then received a text saying that there was a delay due to a system update. Nothing appeared in my account and I received no follow-up. I contacted Sonder staff again on 9/21/24, and was given mixed messages, first saying that they could find nothing, then saying a partial refund had been processed on 9/15 (I still have not received any), that they were truly sorry, and that they had refunded the remaining balance. I still have not received any of the refunds that I have been promised, and am forced to devote additional time to this matter.

    • Initial Complaint

      Date:09/12/2024

      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.
      This is regarding our recent stay at the Sonder Schaffer in New Orleans, LA, **** ***, booked through *******. Unfortunately, our experience was marred by severe issues that compromised our health and safety.
      Upon checking in on July 3rd, we immediately experienced physical discomfort, including nausea and voice loss, likely attributable to the poor conditions observed in the unit. Specifically, there were towel racks falling from the walls and a loose faucet head in the main bathroom, prompting us to promptly notify both Sonder and ******* of these deficiencies.
      Despite these initial concerns, matters escalated on July 5th when we discovered a large cockroach in the main common area. Distressed by this unsanitary condition, we urgently requested relocation to an alternative space. However, we were informed that no other accommodations were available due to a high-volume event in the area and a lack of availability in other local hotels. Consequently, we were left in an environment infested with cockroaches, exacerbating our already compromised health.
      The situation further deteriorated on July 6th when we discovered deadly black mold near the vents in all three bedrooms and the main common area, accompanied by peeling paint. Once again, Sonder and ******* were promptly notified, and we reiterated our request for a full refund due to these hazardous conditions.
      Despite these serious health and safety concerns, the responses from Sonder and ******* have been insufficient.
      Moreover, we are currently suffering from the effects of exposure to deadly black mold, necessitating immediate medical attention, and plan to seek treatment at the emergency room as soon as our health allows.
      In light of the circumstances described, we urge Sonder and ******* to reconsider and provide a full refund promptly.
      We kindly request your prompt attention to this matter and look forward to your swift response.

    • Initial Complaint

      Date:09/05/2024

      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 was asked to leave the property 2 days early and was told I would be refunded for the remaining days and I left. I was told I had to wait for my refund to be processed then on the day I was supposed to leave I was told I won’t be getting a refund. I have emails and chats to confirm this.

    • Initial Complaint

      Date:08/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 out 2 days early from Sonder Bungalows in San Diego, **** **** yesterday 8/11/24, around 3:30 p.m. Realized as ******* to the airport and almost there that I had left my BUSINESS **** **** ** * * *** ********* ***** * ***** ****** *** ******** ***** ***** * ***** *** **** ******** *** * **** ******* ******* ****** ******* ******* that has a koala on it. Upon contacting the property to notify them (there is not a front desk on site and calls go to people in other countries) I was told to go to **************** yet I was not given a “5 digit property identification code” in which to proceed, yet they cannot provide such code in which to file for my left property. I was told to enter the 8 digit case confirmation code ********- of which, of course, does not compute. I called Sonder ************ and they do not know their 5 digit property identification number and keep saying to enter my 8 digit case CONFIRMATION number (which does not work and only elicits an error code on the **************** website

      Customer Answer

      Date: 08/13/2024

      The business Sonder has responded appropriately now. This case can be closed.

    • Initial Complaint

      Date:08/02/2024

      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.
      When I booked saunder it was told that it would be an easy stay. The first issue I had was that when I arrived I had been Given two coats to enter the apartment neither of those codes work. I had to sit out in the hall with my son who has extreme on Autism for Over thirty minutes trying to console him and calm him down because we couldn't enter. Someone had to come let us into the unit. I then tried to do another booking for the weekend and received a message (AFTER BEING CHARGED) that they refused my reservation and would not tell me why. I contacted support and they also would not elaborate. They claimed it was due to safety, but no violations of their policies had occurred. I believe they refused based upon my sons disability with autism, as well as our ethnicity as an African-American family. The person who let us in observed both of these. I am seeking a complete refund for our stay at ********** and the canceled booking. This company has discriminatory practices and refuses to acknowledge it and should be shut down.

    • Initial Complaint

      Date:07/30/2024

      Type:Billing 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 had to cancel a reservation made for five nights due to an airline flight change. They refused to give me any refund. I can see charging me for the first night (tonight) or even two nights, but to charge me for five nights is ridiculous. No one does that. The end of my reservation is almost a week from now. Hard to believe they are not renting that room and double collecting.

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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