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

• 

  Sonder

  314 S Halsted St 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:01/31/2024

  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.

  Sonder used Airbnb to list their stays. I booked a stay through Airbnb and the listing stated that the building (in a downtown area) was secured with a locked front lobby. I received check-in instructions 48 hrs in advance which provided a code to the front locked lobby door. Upon arrival, the lobby door was unlocked and stayed that way the entire time. This location has a homelessness problem, and an aggressive man was harassing my family and entering the building - he slept inside, was able to walk up the stairs to our room door. We had to call the local police 2x. I complained to Sonder that the cost of this stay was not reasonable for unsafe conditions and they claimed that the cost was lowered because they knew the door lock was broken - that was not disclosed in the listing or in any of the instructions they provided. They refused to escalate my complaint and told me they didnt care that the location was unsafe for my family - they ignored my calls and emails. I complained through Airbnb, and Sonder also refused to respond to them. My complaints about Sonder are false advertising, unsafe conditions, refusal to accept responsibility and poor customer service.

• Initial Complaint

  Date:01/22/2024

  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 January 11, **** I made a hotel reservation with Booking.com to stay at Sonder at One Plat, which is located in the ***********************************. When I made the reservation I had no idea that I would be hired for a new job and would have to cancel my trip and of course my hotel reservation.I contacted the hotel on January 17th and explained to them that life happens and I couldn't turn down a job for a vacation.They refused to cancel my reservation and issue me a refund.I requested to speak to a Supervisor.I received an Email a day later which said they couldn't issue me a refund, but that I should try to get a friend, or relative to take over the reservation.My contention is that they should refund me the entire $1049.26 because:A- I had no idea that I would be hired for a new job,B- This situation is totally out of my control.C- I attempted to cancel 4 weeks prior to reservation.D I'm disputing the charge with *********** My reservation # is **********, February 8th til February 13th.Your assistance is sincerely appreciated.****************************** ***********

• Initial Complaint

  Date:01/21/2024

  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 booked this "hotel" through hotels.com for ****** to stay today 1/20-1/23.Check in is supposed to be 4:00.I received a message last night to select my check in time. The earliest option was 4:30.I downloaded an app which provided detailed check in instructions. First it sent me to a building called "Portrait" but that isn't actually the building. You wander around, trying different buildings until you find it. You have to enter a dark parking garage through an alley and enter a code to get your keys out of a locker. The building is SURROUNDED by a homeless encampment and drug dealers. I have pictures of this. There is no security or bright light in the garage. You can't enter through the front door. No front desk, no security. Then when you enter the building, you have to find your room and enter a code that is provided in the app. I did this and the code didn't work. I called their customer service number (somewhere in England, I think), and they dictated another code to use. But I didn't have it written down so I asked them to send it. When they didn't send it I was worried I would be locked out if I left the building. I texted the app and they didn't know I had a new code at first. Finally they did remember and sent it. They had nothing but an apology to offer when I told them of my other security concerns. They had me on the first floor with big glass patio doors that any of the drug dealers could enter through, just incredibly unsafe, so I rebooked a new hotel. They said they couldn't give me a refund because I booked through Expedia/hotels.com. Hotels.com said that the property decides if I get a refund because it's past the point in their policy to cancel and that they couldn't get in touch with the property.

• Initial Complaint

  Date:01/19/2024

  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 rented a location in ****** on 15 January through 18 January though VRBO (whom I have also contacted and who is unwilling, or unable, to help). I checked in in the middle of the night on the 15th. The apartment was generally clean with the exception of excessive dust. The heat, as well as hot water, that time are working. The next day, the 16th, heat and hot water stopped working. Exact timing of this is unknown as I had business in town. Upon returning to the apartment and discovering the lack of heat and hot water, I did reach out to the company for help. However, they informed me that it was beyond their operating hours; my first attempt to contact the company was at 5:46 PM on January 16. Loss of heat and hot water in the middle of January in ****** during a snowstorm made for a difficult night. The next morning, at ****, an individual did show up at the apartment to evaluate, had no resolution at that time. I had to leave the apartment in the afternoon again for business, returned that night and there was again hot water and heat. I left at 4:30 AM the next morning. The timing of the loss of basic accommodation, heat and hot water, seems to have been greater than 25% of my trip. The company did offer a $100 refund, however, this would, even if asked to prorate that time, be less than acceptable.In addition to the loss of heat and hot water, there was excessive noise from a restaurant just immediately below the apartment. On the renters advertisement page they do mention that there are earplugs and a sound machine available, however, there were no earplugs available, the sound machine had no instructions on use.I did reach out to the company, but was never given a phone call. I asked to speak with the manager, this was denied.

• Initial Complaint

  Date:01/16/2024

  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.

  Hi,I was suppose to stay at a Sonder location from Jan *****. I tried to cancel my stay as my dog had to be hospitalized on Wednesday due to getting pneumonia. They are not willing to refund my stay. This is an extreme situation and I would like to push to get a refund.

• Initial Complaint

  Date:12/31/2023

  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.

  I am trying to cancel a booking I made back in July. The Sonder website says that I have 3 days before the time of stay to cancel my reservation for a refund. I am attempting to cancel and get my refund but they are not allowing me to do so. I am about 28 days out currently from the time of stay.

• Initial Complaint

  Date:12/28/2023

  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 my first stay with Sonder, **** in June at one of their *** locations based on the pictures of the unit they have online and location. I had trouble getting into the unit because the keyless entry was not working. After a half an hour chat with a Sonder, **** representative, I had to go downstairs with my luggage to get a key to open the door (took a few tries and a forceful push). When I entered, the condition of the unit was NOT as pictured. There was evidence of mold, dust, unclean smells, stains on the bed sheets and bath linens, the WiFi and television was not working, and black film on the floor. I immediately expressed my concerns (I live with environmental allergies/ sensitivities) and displeasure of the condition of the unit. I requested to be moved to another unit. I was assured that someone from building's management would handle the situation. No one came, no one called, no one responded to my request but to say that building management needed to handle this. I checked out because I could not stay in the unit any longer in hopes that someone would get to me. I also had prior engagements that had to keep and was concerned about my health if I stayed any longer. I had to find other accommodations. I requested a FULL refund because the unit should not have been rented in the condition it was in. There was no sense of urgency to ensure that I was able to be accommodated. I only received a portion of the money I prepaid for the unit as if Sonder, **** was doing me a favor. I should not have to pay for their company's huge oversight on not ensuring that their unit's are in rentable condition. They refuse to give me a full refund. I am requesting a refund in the amount of $216.14. Please note, I have videos and additional photos and correspondence that I was unable to upload.

• Initial Complaint

  Date:12/28/2023

  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.

  We stayed at Sonder ************ *** from November 29-December 13 2023. Our bed was broken to the point that I had to take a pot from the room's dishes, and put it under the bed to attempt to stabilize it. When we went to talk to the front desk about it, we heard another man talking to them a out his broken bed and being offered zero as far as resolve or compensation.We had to order an air mattress from target to be delivered to our hotel, and use that because our bed was completely broken. When we were getting ready to leave, we asked the front desk about getting a postage-paid package picked up from the hotel. The employee told us to bring it to the front desk, and it would be picked up by the postal service. It has been two weeks, we have contacted them multiple times about it, and have received no information and still no package.This missing package(that we wouldn't have even had to purchase, if we had a working bed in our room that we paid almost $5,000 dollars for), and the fact that we had to purchase our own bed for a room that we paid for add up to an issue. We have been ****** polite and patient about it, but it's a little absurd that these blatant issues have not been addressed by the company.

• Initial Complaint

  Date:12/23/2023

  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.

  Back in September of 22 I requested a refund to my credit card as there was a storm that had caused the company itself to send their entire staff home due to safety concerns. Per their policy, I was due a refund as I also left the rental due to the same safety concerns. They agreed to a refund but only as a credit. They never advised it would expire and now less than 3 months after they claim it expired, they are refusing to apply the credit. They also sent out an email falsely advertising 15% off my next stay as a birthday promotion but included no promo code and further refused to accept it. No manager got back to me as promised and no representative was willing to stand behind their marketing or credit they owed me.

• Initial Complaint

  Date:12/22/2023

  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 with Sonder in October to stay at *********** in ** to attend a class January *****. Two days ago I received an email that the class dates changed to the week prior Jan *****, so I called Sonder the day I received the email about my class to try and move dates. They proceeded to tell me that I could not change my reservation or get a refund. I explained I was just looking to change dates and would be willing to pay the difference within reason. They told me they would look into changing my dates but got denied. After some back and forth with someone new every email, I received an email at 1am that stated there was a room available and the difference would be $536 more, but I only had three hours to respond or I would lose the hold on that room. I told them that was not a viable option. I went into their app and found another room for the same(new) dates with only a $250 difference. They have not responded to me as of this morning. The last correspondence was at 1am this morning.