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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/12/2023

      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.
      The transaction occurred on March 12th 2023. I paid a $500 deposit to start purchasing their Metacycle.I put a reservation deposit on March 12th, 2023. I reached out on how to proceed with my order on April 8th, 2023. And never heard back from them.I tried to cancel and get a refund but never heard anything back.They committed to me an opportunity to complete my order but never made any attempts to do so in the past seven months, even when I reached out.I want my $500 so that we can resolve this issue and move forward.Order #*****

    • Initial Complaint

      Date:09/28/2023

      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 booked a 5-night stay with Sonder (location at The Promenade, ***********). For the entire duration of the stay, there was no hot water. We contacted Sonder after 3 days, but the only options offered were (1) USD$20/day compensation or (2) cancellation and refund for the remaining 2 days, with no additional compensation. The Option 1 offer is laughable, as hot water is an essential provision of any accommodation, and $20 is woefully low (representing less than 10% of the cost per day of the apartment for certain days). Option 2 is also wholly inappropriate as booking another comparable accommodation in the middle of the trip would have been were extremely expensive. Sonder also refused to compensate us for the difference in price for booking a last-minute alternative if we chose option 2. Sonder notified us (by email) of the hot water shut off only 1 day prior to the first day of our stay (though we believe the issue likely started earlier), conveniently AFTER the free cancelation cut-off (3 days prior to arrival). They also said technicians were working on site, but there was no evidence of that, or any other efforts to remedy the hot water issue. The exact stock-language notice (stating that the hot water is "unexpectedly" shut off at the property) was being sent out every day, and you were still able to book other rooms in the building on the Sonder website during the entire time that we were there, i.e., new visitors could have (and probably did) book rooms without knowing there was no hot water.Finally, the first floor of the building smelled strongly of mold and mildew, although strong perfume(d cleaning product) was used to attempts to cover it up, raising questions about the health standard of that building as well.

    • Initial Complaint

      Date:09/25/2023

      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 booked a hotel room in *******, ** and we cancelled within 24 hours which is within the cancellation policy due to a serious medical condition. We called numerous times and we were promised a refund which we never received.

    • Initial Complaint

      Date:08/24/2023

      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 stay with Sonder in July 2023 for a trip to ******. I could no longer make that trip & reached out to customer care via chat on their app. I spoke to a customer representative that stated that the credit I used to book my stay in ****** ($720.59) even after I cancelled, could be used for an upcoming stay to ******. I tried to use the voucher and it didnt work. I then called customer service for help booking. They said my voucher was $34 which is incorrect. I spoke to four customer care representatives, on the phone and via chat, all of which are incredibly unhelpful. One had that said they would reach back to me about reversing the voucher since it expires in **** and that it just needed to be reset by the Sonder credits team. I reached out via chat today 8/24/23 and another representative said that they issued a refund (they didnt) and to contact my bank. I simply need them to honor this voucher or refund me the money. At this point, I am so frustrated with their lack of customer care that I resorted to a ******************** complaint because I do not want anyone to ever stay with them. They are horrible.

    • Initial Complaint

      Date:08/15/2023

      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.
      I stayed at the *********** Sonder location 7. ***** and had a horrible experience. I spoke with ***** several times about my stay. I was supposed to have a full refund of the stay but I checked out 7.24.23 and the refund was established 7.22.23 and its 8.15.23 and I still haven't received it. I have reached out several times asking to speak with ***** and he has not return my call.

    • Initial Complaint

      Date:08/10/2023

      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.
      I stayed at the Sonder-The ******************** in ******* this last weekend (8/5/2023-8/7/2023). The hotel had so many issues with the furnishings being damaged and it looked like the bed had someone sit on it before I arrived. Things like broken drawer in a cabinet, refrigerator looked old with dents in it, holes in the closet door and damage to the entry door, lamp and fake plant holder broken and a record player that didn't work. I took photos of it all. This hotel is located next to a 711 convenience store and the hotel has you enter a code to get into the building. Since it is located right next to the 711, you have undesirables standing next to you as you try and enter a code to get into the hotel. ******* has their police department set up security checkpoints around the casinos and entertainment areas, which I thought was great. But the only other check point I saw on a Saturday night was in front of the Sonder the *******, due to being located next to the 711 connivence store. This hotel was $300 a night and the condition was like a low end Motel 6. I then read online that this hotel chain has had to restructure, layoff employees twice and their stock went down to "***** stock" status awhile back. I wrote to their executives as I was told someone would get back to me and no one did. Neither did their executives. This was a horrible experience. The only good thing was a kind security guard located several feet from the door. I really don't think the room was cleaned or that the bedding was changed based on what I saw when I arrived. About 45 minutes before I had to be checked out, an employee was knocking at my door.

    • Initial Complaint

      Date:08/05/2023

      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.
      The businesss property for which I paid was not habitable as it has a lot of bugs and insects. Due to health concerns, we left the property and the business refused to refund without any grounds or explanation

    • Initial Complaint

      Date:08/03/2023

      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.
      So I spent my whole day trying to book my hotel stay at Sonder V in ************ ** keplt giving me the run around so today at **** pm it was book only to tell me that my reservation was cancelled and was not approved and that I would be refunded my ****** in 7 to 10 business days this is bull s*** I have no money for a room here in ************ to stay they took the last of my **** money I have to car and I have to sleep outside and the weather is 118 degrees out here and I'm sick with HIV I will be reporting this issue to the **** and to the health department about this issues with this hotel. This is bull s*** they better hope I don't go burn down the f***** hotel I'm not f***** playing sick and tired of these f***** games

    • Initial Complaint

      Date:07/26/2023

      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.
      July ***** 2023 my family booked a trip through Sonder in ***********. The first night there our car was stolen. We filed a police report. Informed Sonder of situation and due to not being able to get another car in such short notice out trip was ruined. We had to have a family member drive 6 hours to pick us up. We had to leave a day early and asked Sonder to refund for the day we didn't stay. They said it was not an extenuating circumstance and would not give a refund.

    • Initial Complaint

      Date:07/22/2023

      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.
      Sonder canceled my reservation and claimed to release the money back to me and it's reflected in my ****** pay that it was immediately refunded. I never paid with ****** pay because I paid with my actual debit card which it should have gone back to already but they haven't submitted it back and they were saying that they won't and they need to call the booking company and then I need to call ****** and that they don't have anything to do with it and my bank will release it battery when they can it's not only are they committing fraud but they're stealing people's money and I'm not the first person that they've done this too and also they discriminated against me for being a domestic violence victim while on property when my ex beat me up and they're discriminated against me for that by not allowing me to book anymore because I felt victim on their property and they don't want to deal with those kinds of things

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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