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 - Hance Park

  1313 N 2nd St Phoenix, AZ 85004-1780

• 

  Sonder

  1436 W Randolph St Chicago, IL 60607

• 

  Sonder

  555 W Jackson Blvd Chicago, IL 60661

• 

  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:07/18/2023

  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.

  They let a host, get away with stealing my bag, and then forced me to deal with their incompetent insurance adjuster who hung up on me and ghosted. Airbnb has become a dentist thieves and it is no longer safe or reliable. I was almost raped a few years ago. I shouldve learned my ****** staying in an Airbnb. This time I chose to stay at a Sonder suites and had my bags stolen. They considered it a courtesy to pay me $200 when the bag alone was **** and it was full of high-end, make up skin care and clothing. If you have expensive belongings, think twice before staying at a Sonder, or at an Airbnb.

• Initial Complaint

  Date:07/16/2023

  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.

  Sonder ************************ ****** ** Sept. 13 - 20, 2023 booking.com reservation ********** dated 30 May 2023 I recently booked a seven-day ****** trip through Booking.com. I was presented with three Sonder hotel options: nonrefundable, free cancellation before September 10, and fully refundable. I chose the free cancellation option, thinking that I would be able to cancel my reservation without any penalty. However, when I canceled my reservation, Sonder kept the full amount I had paid. I disputed the charge (attempted chargeback) with my ***** ********** credit card company, but ***** ********** told me by phone, no to the chargeback, that I should have known the difference between free cancellation and fully refundable. As a result, I lost $1,200.I believe that Booking.com and Sonder are perpetuating a deceptive reservation system. The terms "free cancellation" and "fully refundable" are not clearly defined, and I believe that they are intentionally misleading. I would like to see Booking.com and Sonder clean up their advertising and make it clear to consumers what the difference between these two terms is.I would also like to know if the Better Business Bureau (BBB) would understand the difference between free cancellation and fully refundable. As a consumer advocate, I believe that the BBB should take action to protect consumers from deceptive advertising practices.I hope that this experience will help to raise awareness of this issue and that Booking.com and Sonder will take steps to make their reservation system more transparent.In sum I believe I am entitled to a refund and that the term, "free cancellation before Sept 10" is 100% fraudulent and misleading (screenshot is attached) because when the reservation was cancelled I lost the full amount paid. PLEASE RESPOND

• Initial Complaint

  Date:07/15/2023

  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.

  Sonder in *********** is operating with buildings that carry excessive amounts of mold and mildew in their buildings. The upper management has been alerted numerous times by employees and guests and they still refuse to resolve the issue. A number of employees, including a pregnant employee, and guests have been admitted to a hospital for treatment for mold inhalation. The locations of the buildings are ***************************, 508 *******************************************************, ********************, *****************, and ********************************************. I am a former employee with the company and have pictures and first hand experience with the mold issue. They have said to have resolved the issue with a third party mold inspection but they refused to release the full report and details of third party and their reports when asked about them. These issues have been a problem since August 14, 2022 and still continues today. They have been neglected and Sonder is taking steps to cover up these issues so they do not impact their business

• Initial Complaint

  Date:06/07/2023

  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 February 3-5, 2023, I stayed at a Sonder property in the ******, ** area. During the stay the heat failed in the apartment, resulting in extremely cold conditions (the outside temperature during the first night was -8F). I contacted Sonder about the issue and was initially to receive a refund/credit for the first night stay and space heaters, to be provided for the second night. Neither of these commitments were fulfilled by Sonder. Sonder first responded that the request for a space heater was made outside of staff hours. then in a subsequent email contradicted that statement we place a disclaimer when booking the location is not staffed. Thus, Sonder first noted that the location was staffed then later contradicted the statement. In addition Sonder is incorrect that the location is not staffed as there was a Sonder office at the location and I spoke to **** at that office about my concern the morning of September 4. In addition, speaking with a Sonder customer representative via phone, the representative was to process a refund/credit for the first night stay where a lack of heat occurred. However, Sonder leadership disagreed with the Sonder representatives commitment with me and refused to honor the request (documentation of the email communications from Sonder is available). I request a refund/credit for a full night stay. In addition, Sonder should correctly/clearly explain the customer service expectations and not provide inaccurate messages to clients.

• Initial Complaint

  Date:06/02/2023

  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 a a sonder run property and its was infested with cockroaches. My wife woke up with a cockroach crawling on her while she was trying to sleep!! When notified about the issue they didnt respond for mulitple days and did not address the issue. We had to move out of the location that was rented and find another place. Sonder failed to reply to the issue in a timely manner and further more address it at all.

• Initial Complaint

  Date:06/01/2023

  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.

  This complaint is regarding Sonders in ** Battery Park. The property is at ******************************. We booked from May 27- May 29, 2023.We had a really bad experience from the beginning. We requested early morning for an early check in request since we were traveling from ********* would be tired by the time we got to **. I agreed to extra fee of $25 if my request for early check in was approved.We reached there at 1pm & our request had not even been looked at. I understand if they could not provide early check in but they did not even let us know any decision, either way. It was alarming that there was nobody for safety purposes at the front door. Anybody could walk in!Once we went to the front desk,there was only 1 person behind the desk trying to help at least 5-6 reservations check and checkouts.There were 30 bags on the floor at the reception area and a chaotic atmosphere.We were then told that they still did not have a decision regarding our room. We were told to put in our luggage in the tiny lockers across from the front desk so we stuffed our luggage in the lockers. We were then told to "wait" upstairs at the rooftop. One of the elevators kept staying open even though no-one was going in or coming out. Again it was very strange, there was nobody there at the terrace. It was open terrace with low fence, that kids can easily fall over. We decided to stay at the indoor part of the terrace to keep kids safe,while we wait for a "decision" on early check in. Rooftop indoors was scorching hot, AC was not even working.My 9 year old son has ****** & started having a flare up. There was no water in sight or a person for us to reach out to.This is when I reached out to the Sonders & complained. We were given the room at 3:40pm!The room was disgusting with dirty carpet & dirty floors.We then decided we could not stay here & reached out for a refund.We let the customer rep know we did not feel safe to stay there with our family & to pls refund us our money.

• Initial Complaint

  Date:05/23/2023

  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 a 1 week stay in Sonder at East Eleventh in ******. The property looked great - they advertise "there are more ways than one to unwind at East Eleventh." I booked the stay to relax "unwind" and work on my PhD thesis. The site notes "This is a central location and prone to noise. White noise machines or ear plugs are available upon request." When I arrived to my unit on Saturday May 20 it became immediately apparent that the noise was an understatement (and I live in *** with a lot of noise). I was given unit 104, which is on the ground floor directly facing the I-35 Interstate frontage road and entry ramp. I immediately contacted Sonder to let them know about the *************, not normal city noise. They said there was nothing they could do right now; they noted the noise disclaimer, and said they would provide a noise machine and call me with options soon. I requested the noise machine for that night as I told them I didn't think I'd be able to sleep with the constant traffic, honking due the poor window and insulation quality the noise was *very loud* and *constant.* Well, the noise machine never arrived, nor did their call. I contacted multiple times to see what they could do but they told me they were completely sold out. I was up all night -- I couldn't sleep at all, caught a cold and felt an anxiety attack coming on because I knew there was no way I could sleep, relax, or work here (which is exactly what was promised). I asked Sonder for a refund as I told them after contacting my health professional I was advised to checkout of the unit ASAP. They said it was the weekend and they would get back to me during "normal business hours" despite my adverse health reaction to the unit. I told Sonder I needed to book another place to stay for health reasons and that I had checked out of the unit as of May 21st around 10am. Sonder got back to me May 22nd after 4pm to let me know despite my health issue there and checkout there is no refund or options for me.

• Initial Complaint

  Date:05/18/2023

  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 2 nights at the Sonder ******** in ********. The first night was absolutely terrible. There was noise all night long - i probably slept for 1 hour total. I texted the help number right away of the issue and asked to change rooms. They told me they would look into it and offered me ear plugs! an hour passed and nobody got back to me so i followed up. Now a new person was going to "look into it" finally i went downstairs to talk to yet another new person, completely disconnected to whoever i was messaging. The solution was to cancel my second night and take my business elsewhere. I requested a refund for my first night because i specifically was there for an event and i needed to be well rested and i was not even close. They told me because of certain policies they could not do that. There was no way around it and nobody seemed to know how to override any policy to keep a customer. My entire next day was shot for work, it lost me money ( i work in sales) and i had to lug all my luggage to a new hotel.

• Initial Complaint

  Date:04/30/2023

  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.

  My wife (***********************************) checked out of Sonder *********** property located at ************************************************************** at approximately 4:00am on Saturday April 29th, 2023. Once we arrived home in *********** ********, my wide immediatky noticed she left her clothing items (beige jumpsuit & blue **** dress) hanging in the bedroom closet room ****. My wife called Sonders concierge service 5 times starting from the same day we left the facility, and asked them to check the hotel for her clothing items. The concierge services continued to tell my wife that the cleaning service would check and call her back but my wife never received a follow up regarding the items. My wife also asked to speak with a supervisor or manager in order to get assistance with this matter and was told there was no supervisor available to answer calls. Needless to say my wife felt very put off and it was obvious she was not going to be helped. It also was apparent that the so called concierge service did not have any type of direct contact with the facility. Speaking with the concierge service was like communicating with a telemarketing service instead of the actual company which has been a totally unprofessional experience.

• Initial Complaint

  Date:04/11/2023

  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 accidentally booked a hotel room for 3 weeks and tried to cancel within minutes of booking. It costed $4,000 USD, and they took my money anyway. No products or services were provided in this transaction. I messaged them within minutes of booking it. They refused to refund or do anything about it.