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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:04/23/2024

      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.
      Stayed at Sonder The Queen after enjoying a month-long stay with Sonder The Mint in the past. Unlike Mint, this location had no trash chutes, no broom and dustpan, not even an iron and board in-room. I had no WiFi in my room for the entirety of my stay despite asking multiple timesuntil they ultimately asked me to stop asking about a WiFi update. I paid $651 for the stay and early check in, and they held a $250 incidental deposit. My deposit was released Friday, 4/19 upon my departure. On Sunday the 21st, I received an email stating I had left the room in disarray and there was unauthorized pet hair and they sent me an invoice for $100 for a deep clean fee. Photos are attached. My trash was placed in bags by the small trash can I had to use since there were no replacement bags or trash chutes in the halls. The pet hair was MY HAIR after washing and blow drying. Im a black woman with thick hair but nothing about my shedded hair even remotely looks like pet hair. They used this term to justify charging me, but ultimately this was disrespectful and embarrassing. It feels discriminatory and racially-charged. I do struggle with hair breakage but everyone sheds hair, especially during a blow dry. As Ive mentioned there was no broom in the unit. Another photo they included was residue on the shower door from my conditioning spray that I used before said blow dry. So the deep clean included taking out the trash, wiping the glass shower door, and sweeping the bathroom floor. If these arent routine things the cleaners do after every stay, then maybe Sonder has bigger issues. In the meantime, I need a refund. I did not authorize Sonder to charge my card for a third time on Monday 4/22 for a fraudulent $100 deep cleaning fee. I tried to get in contact with someone in management to no avail. And interestingly enough, the option to give feedback on my stay at The Queen has disappeared. Id like this rectified as soon as possible.

    • Initial Complaint

      Date:04/03/2024

      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 booked a reservation in October 2023 for April 2024 which was months in advance. Received a confirmation that my booking was confirmed. Later I was sent a "verification link" after my card was charged. I attempted to access the link for days without success. Called them and was told I should try using their app instead of the computer. Still without any success. Asked them what was the alternative should I continue having the problem and they said I wouldn't be able to stay on the property when arriving. I demanded to speak with a Supervisor who called me back and after confirming their issue I was asked to upload my DL via a direct link. After accessing the link, I had to upload my DL and they wanted me to stand in front of a camera and take my pic as well and only had 15 min. to comply. I wasn't in any way presentable to take a pic as I was still in a robe and not long having woke up but I figured I'd just get it out of the way. Process said congrats, I was verified. I called immediately to confirm this and asked if anything further was required. The response was no and if so they'd let me know within 3 days prior to my arrival. Which by all rational standards didn't make any sense to be so close to the day of arrival.Then within an hour or less I received an email that they cancelled my booking. This was done within a couple of weeks prior to my time of arrival and within hours of completing the verfication. I also have found others stating they were told "We only accept reservations we're confident won't violate our house rules" Their entire process wreaks of stereotypical allegations allowing them to pick and choose base on their assumption who should be approved to stay based on a pic.They said I'd be fully refunded; but I was placed in a predicament where all rates for hotels were now doubled/tripled; and many adjacent locations were already booked. They totally ruined our Anniversary which we'd been planning for months.

    • Initial Complaint

      Date:03/28/2024

      Type:Order 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.
      Date of transaction: 3/25/24 Upon check-in I updated my credit card to be billed from my corporate card to my personal credit card. I was told/confirmed I my corporate card would not be charged. I received an email that my corporate card was in fact charged. When contacting the hotel to reverse the charge and rebill to my personal card, I was told this wasnt possible.

    • Initial Complaint

      Date:03/07/2024

      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.
      -Feb 10 Booked a short term rental for 2 days (March 24-March 26)-On March 7th -- was informed the rental was no longer available (despite it still being accessible on their website)-Was moved (without my consent) to a lower grade rental. The price remained the same.-When I was asked why I wasn't refunded the difference, they canceled my reservation altogether.-When I called customer service they told me they would check.-A manager called back later (after updating the website) and said there was no difference in price.

    • Initial Complaint

      Date:03/01/2024

      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 stayed at a Sonder location in Georgetown (**************) for work 2/24/2024 through 2/29/2024. Because this was a work trip and I work for a nonprofit organization (a 501c3), I submitted my organization's tax exempt certificate to ****************************** on 2/17/2024. I did not hear back from anyone, so I called Sonder's concierge on 2/22/2024. I was told by ********* that ****************************** did not receive the email I sent on 2/17/2024 and was directed to re-send the document, which I did. After almost one week of silence, I called Sonder's concierge on 2/28/2024 and was asked by ******* to give ****************************** 24 hours to respond. ******* also asked me to forward the email I sent to ****************************** on 2/22/2024 to **************************************** which I did. I did not hear back from ****************************** on 2/29/2024 and called the concierge on 3/1/2024. I spoke with *********, who told me to give ****************************** "a little more time" to contact me. I asked if I could speak with a manager, and was told that I had to request a callback from a manager, which I did. ********* informed me a manager would call or email me within 48 hours, though I doubt this will happen. I have no way of contacting anyone but Sonder's concierge line, and every time I talk with these individuals, they are incredibly unhelpful and tell me to wait. Until I receive sales tax reimbursement from Sonder, I cannot submit a lodging reimbursement request to my company, a 501c3, which, legally, is not required to pay sales tax.

    • Initial Complaint

      Date:02/18/2024

      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.
      On Feb. 8, 2024, I made a reservation for 2 nights at Sonder at ********************** for Feb 10-Feb. 12. The next morning, I attempted to add a day and the room wasnt available. I canceled within 24 hours of making the reservation. While making the reservation the ad and confirmation did not indicate there wasn't a refund for cancellations. My card was charged $457.43 after I canceled. When I contacted Sonder for a refund because I canceled within 24 hours I was informed I could not get a refund.

    • Initial Complaint

      Date:02/16/2024

      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 would like to file this complaint because of a situation that has not been solved with Sonder,I rented their property in ******* paid them their money when I arrivals to the building the ** was not working,I asked Sonder to move us to a different location but they said they would not since they dont have a room but told us to stay in hot hotel and they will take 250 off,I told them no I needed my money back so I could get another hotel but they refused drafted money out of my account I have attached pictures of the incident with the fans they brought to the rooms that night,I need my money back and would like the customers to be aware of this practice

    • Initial Complaint

      Date:02/15/2024

      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 pre-ordered an electric motorcycle from Sondors *** in Spring of 2022, requested a cancellation of my order in march of 2023 due to lack of communication and failure to meet promised dates. The order was cancelled via email to support, but over $6k was never refunded despite multiple attempts to get a response. Attempts to call the company to speak with a person have gotten nowhere. The delay in filing this complaint is due to personal life events. All I'm seeking is a full refund of the original payments.

    • Initial Complaint

      Date:02/05/2024

      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 made a long term hotel reservation at Sonder (2 *****************, ** ** *****) from Nov 29, 2023 - Mar 1, 2024 with an early termination option. My hotel invoice fee is broken down by day with the *********** clearly stated as shown on the Nov 9 invoice attached. On the Nov 9 invoice, the total charges were $22570.09 with payment due in the following payment schedule - USD $7426.89 on Sep 5, 2023 when reservation was made; USD $7426.89 on Dec. 29, 2023 after 1st month stay, USD $7312.10 on Jan. 29, 2024 after second month stay and USD $371.10 on Feb. 29, 2024 after 3rd month stay. When I exercised the early termination on Jan 4, 2024, Sonder reassessed taxes and added ************* ************************************ Tax ($1.48 - $1.53 daily depending on the ***** **************** Sales Tax ($9.1 - $9.41 daily depending on the ***** to my bill from period Nov 29 2023 - Jan 28 2024. Since the fees related to the period Nov 29 2023 - Jan 28 2024 was already settled on Sep 5, 2023 & December 29, 2023, I believe it is improper to charge hotel guest additional fees retroactively only because I am a continuous guest and have not checked out. I believe I was overcharged of $653.28 (61 days of $10.58 - $10.94 extra).Upon constant complain and explanation with the Sonder's team, I was not provided a reason of the retroactive charge and Sonder refused to refund of the charge.

    • Initial Complaint

      Date:02/03/2024

      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.
      Not long after we got settled, we saw that the unit was poorly kept, there were missing cabinet doors, no hangers, insufficient kitchen supplies (despite being told when I called that there was a 'fully stocked kitchen.' There was mold and cracked tiles in the bathroom. It took several visits to get enough hangers, plates and basic supplies like a can opener, forks and plates (there were only 3 of each) but then we realized the heat wasnt working! We had no heat for 4 full days and the temp in the apt never got above 60 degrees. Then, our dishwasher just stopped working. So we had no dishwasher and no sink stopper and had to wash dishes from a large pot bc there was no other way to have dishwater. We had no diswasher for more than half of our total stay.I called Sonder, and finally got the heating fixed (after 3 calls) but the rest was never fixed and there was ZERO follow up. I was told they would credit us for the days we had no heat, but that never happened. I called 3 more times and texted the "24/7" in the app, but no one from Sonder ever responded beyond 'someone will be in touch' Aside from this we had 3 incidents where the building alarm went off. The first time we were evacuated at 1AM, we were never told what happened, but let back in. An hour later, the alarm went off again. It happened again 2 days later. ZERO follow up.It was very poor experience with Sonder. Quick to respond with small requests (like soap) but getting a response for bigger issues (like no heat and broken appliances) was impossible. this is a case of false advertising and insufficient service from the business. Not providing heat in the winter is illegal

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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