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 Hospitality USA

  8133 Engineer Road San Diego, CA 92111

• 

  Sonder

  1415 N Dayton St Ste 117 Chicago, IL 60642-7035

• 

  Sonder

  1436 W Randolph St Chicago, IL 60607

• 

  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:12/10/2023

  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.

  My family and I made two separate reservations to stay at Sonder ************** in ***, made under the same name for the same type of room. The first reservation was Itinerary # ************** checking in on Nov. 22 and checking out Nov. 28. The second reservation was for check in on Nov. 28 check out Nov. 30 with itinerary **************. On Nov. 19, we received an email stating that we will stay in the same room and the reservation has been merged. On Nov. 28, our room code stopped working and when we called, we were told we needed to check out, store our luggage for a few hours and check in again. We let them know we received an email confirmation and we didnt want to switch rooms. However, we didnt have any choice so we were forced to check out and check in again and move to a different room, and pack and unpack our belongings, causing a huge inconvenience on us and disrupting our plans for the day. They acknowledged their mistake and told us we will be receiving a refund of $150 to the original form of payment for itinerary **************. Im issuing a formal complaint on the service and the fact that I havent received the refund yet.

• Initial Complaint

  Date:12/06/2023

  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.

  I rented a 3 night stay over this thanksgiving holiday with my teenager in ***********, **. Upon arrival I noticed many concerns and reported them immediately...Hair on my bed and all over one of our bathroom floors, dirty floors and roaches. I was told my issues would be addressed the next morning and they were not. I followed up to report no one had reached out or addressed us and all I was offered (the afternoon of the day before our departure pest control services). Totally unacceptable and I refused to let them do that during our last day as it was a huge inconvenience on top of all we had experienced. This vacation was a special occasion for my son and I and this experience completely ruined it...what made it much worst was the lack of concern the reps took to address the issues. I continued to write and complained and was offered $150 compensation which is nothing for the hundreds I paid to stay there in the 2 bedroom 2 bathroom unit. I am not satisfied with this resolution and or the customer service I was given. I would like to make others aware of their lack of cleanliness, concern and follow thru on unclean units they charge an arm and leg for. In a time of covid 19 concerns in addition to their rates I am highly disappointed this wasn't handled better and that the unit was so flirty. They had me image the areas of concerns (taking more time away from my vacation just to have such an undermined resolution. after reading the other reviews here I see this seems to be a pattern for their level of hospitality and it isn't ok at all. I hope others will see this and think twice about renting from them. Attaching images of the grossness.

• Initial Complaint

  Date:12/06/2023

  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.

  On 11/19/2023 we checked in to Sonder at ************ in *************. I had booked 2 rooms. The room fees were non-refundable. I had stayed at a Sonder facility several times over the years (never at The ****). The rooms were not as advertised on their website or app. The rooms were gross, dingy, and subpar- nothing like the photos. I immediately called Sonder and was told there was nothing they could do. I asked them to please give me a refund and they would not because the fee was non-refundable. I called my credit card company to explain the situation and they also could do nothing because the fee was non-refundable. Our family left Sonder The **** an hour after checking in and stayed at a different hotel in *************. I am seeking for Sonder to refund me the amount we paid for the rooms at The ****.

• Initial Complaint

  Date:12/02/2023

  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 had a previous stay with the company that was not resolved. I had received $500 credit during the stay and then during the month of Sep, the stay was still inadequate and I requested to leave. I had stayed previously for months, with minimal issues. However, the last stay could not be rectified and I requested to leave. I was not issued a refund but was instead issued a credit of $955.12. I booked a new stay for Dec 4 to 13th 2022 (drove from ** to ******, **), with my credit of $1415.23. Upon arrival the place was not in clean state. I asked to moved to a new Sonder's room within the building or another property. I was told by the building rep that there was no place and I would have to either take the place or cancel. I went back upstairs to grab my things to checkout. Upon return the associate had locked the door and left for the afternoon. He was not kind in his behavior throughout the interaction. As such, a phone representative from Sonder took her time make sure I followed the procedures to check out, appropriately. This was all later in the afternoon, having to find another place to stay in ****** (from **). I received a receipt, attached for a refund credit on Dec 4th, 2022. I called the company today to use my credit and I was told it was back-dated to Sept 2021 and as such, the credit was not available for use. I checked out on Dec 4th, 2022 and should have had a year to use the credit, ie. Dec 4th 2023. The company does a poor job of cleaning the rooms and providing adequate arrangements. My goal is to receive a credit for the amount due $1415.23 and also, hold the company accountable for not providing clean and hospital spaces for guest. While also using shady practices to not refund but give credits ($955.12) and then, not honoring their credits when due. Dec 4, 2022 to Dec 4, 2023 should have been the credit, not my fault the place was inhospitable and dirty. See Sonder Reviews: ************************************************************

• Initial Complaint

  Date:11/28/2023

  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.

  We stayed at Sonder *********** **. During the week of thanksgiving 11/2-11/24. We reserved two rooms for my family of 5 and everything was fine until the day of checkout.Everything in the room was left as when we arrived. After looking at my receipt from the stay I saw charges for other fees everyday of our reservation. It was never disclosed that there were any other fees and or tax that needed to be paid, since I paid through a third party.I reached out to the third party and Sonder regarding the charge. They never reached out to me regarding any damage and the receipt doesnt show any details regarding what the charge was for. They were both unaware of what the charge was for and had to look into charges further After doing their research they said the other fees charged over the course of our reservation was for a damaged chair. They claimed that we had broken a chair even though we never used the chairs or dining table the entire stay. It took them 3 days to furnish pictures of the damages and then the singular picture they sent 3 days later was neither dated or time stamped. The image shows cracked/chipped/worn wood for which used worn furniture would look. The charges for this chipped wood leg is $171.29 that they refuse to refund with no proof of us even damaging the leg of the chair. The picture also shows that the chair is still usable and standing and literally is just chipped. Literal fraud.

• Initial Complaint

  Date:11/14/2023

  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.

  Hello - I was told multiple times that my credits that can only be used for Sonder reservations were expiring in ****. They literally told me yesterday they have expired and now I am out $220. I am sick of how dishonest Sonder has been and will never used this going forward. They claimed they told me this multiple times that the credits were expiring in 2023. I've stayed with Sonder multiple times and have never had a smooth check in - from dirty homes to ant problems, Sonder has never been willing to owe up to their mistakes. I recommend no one stays at a Sonder. I am hoping to at least get my credits back if they want my business again or anyone I know.

• Initial Complaint

  Date:11/12/2023

  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.

  On September 18 I booked an 11-night stay at Sonder at Pivot (*******) through Expedia. Sonder took the payment. I arrived October 14 and suite did not have dining area as described when booked. Called to ask about this and was moved to a smaller studio with a tiny counter for 6 nights and then a different studio that had a dining table for the remaining 5 nights. After endless calls, texts, and messaging through the Sonder app, plus several in-person conversations, I was repeatedly told someone would get in touch regarding compensation. I had booked a suite but instead was given a *************** not the same. Was also offered a loft bed situation in a different Sonder property at Pioneer Square. I did not go to ******* to stay at Pioneer Square. I went to ******* to stay in Capitol Hill. Was offered a $100 compensation by customer service on the phone but I responded that this was not enough to compensate for not being given a booking as described and also the many hours I wasted dealing with this (including needing to pack/unpack my stuff and move twice and wait around for people to come who then did not resolve the issue). Have not received any compensation or follow-up.

• Initial Complaint

  Date:10/30/2023

  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.

  On September 1st through September 6th, 2023 I stayed at a Sonder hotel (their *****************, *** location) for personal travel. I requested on these dates to have early check in and late check out. Because I had travelled to a Sonder location previously for business travel and had included my corporate card information in the Sonder app, the charges were automatically charged to my corporate card. I called Sonder once I saw the charges hit my corporate card and let them know I needed to have the charges removed from my corporate card and billed to my personal card. Sonder added the charges to my personal credit card and never reversed the charges on my corporate card, thus charging me twice for the same services rendered. I have spoken to Sonder customer service three times, most recently October 30, 2023, at which time they are still saying that they are looking into the refund.

• Initial Complaint

  Date:10/20/2023

  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.

  I stayed in ************, ** at the Sonder over the summer for a month with my husband and my cat. All was fine, no complaints. We had to move to another unit ** we had several reservations - month to month. The day we moved, management knocked on the door to discuss "damage" from the previous unit. I asked for photos and she informed me she had been mistaken that there was no damage, but the kitty had left litter on the floor and they would charge us a cleaning fee. No problems there, we understood. My husband who had had too much to drink one night was being loud and I walked downstairs to get security so she would talk to him to stop being so loud. All went smoothly and all was resolved. We were notified that this was the last warning. Understood. I was at a business meeting the following night and came home late, went to bed, husband was asleep when I got home. At around 1:30pm I received a text message saying I had 30 minutes to get out and that we were being evicted, but we would receive a full refund - and we did receive a full refund. Apparently, my husband got jumped (so he says) and he told me he called law enforcement to diffuse the situation and this was in front of the Sonder building. I have no idea what happened bc I was not there. When I booked an apartment yesterday in ***** at an apartment complex managed my The Sonder, I was told I was banned indefinitely for damage I caused to the previous unit in ************ and that I was a threat to people's safety. WHY am I the victim here? Why am I being punished bc of my husband's behavior when 1. I called security for my own protection 2. I was not there the night of the incident he was involved in 3. why was I being wrongfully accused of damage that never occurred, but was due to a staff's mixup. I am now permanently banned from Sonder - first time in my life from being evicted and banned. Would love an explanation.

• Initial Complaint

  Date:10/15/2023

  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.

  BED BUGS BEWARE !!!!!!!!!!!!!!!! BED BUGS BEWARE!!!!!!If I could give 0 stars I would. This place and their building management company is atrocious. First of all, my party and I arrived 20 min before check-in on 10/7/23 and we arrived at the same time the cleaning staff finished cleaning our room. Sonder would NOT let us enter the room and DISABLED the keypad until we paid an early check in fee for a room that was all clean and vacant. I could understand if we arrived 1 or 2 hours early, but 20 minutes???? you make us sit on the phone with customer service and pay extra $$ over 20 minutes??? What a JOKE!! We sat outside of our room with all of our luggage on the phone with customer service to submit payment for early check in, which by the time the transaction was actually processed, ended up being AFTER check in. So we paid for early check-in but didn't actually enter the room until AFTER the normal check in. We found what appeared to be a bed bug on the living room couch within minutes of checking in, but was not entirely certain at first. Well, fast forward to the next morning, we were covered in the classic multiple bites in row that occurs with bed bugs. We went to urgent care and the doctor CONFIRMED WE HAD BED BUG BITES. **************** had the AUDACITY to charge us to relocate to another room. They also said they were unwilling to do anything for us until an investigation was complete, which they assured would be done ASAP. WE DID NOT HEAR BACK FROM MANAGEMENT UNTIL 10 HOURS AFTER OUR INITIAL COMPLAINT - BY THIS POINT WE VACATED THE PREMISES AND CHECKED INTO A DIFFERENT HOTEL. They still will NOT refund our stay!!!! What a DISGRACE this place is.