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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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:04/06/2023

      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.
      My account was suspended without cause or explanation or violation

    • Initial Complaint

      Date:04/06/2023

      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 want my account reinstated

    • Initial Complaint

      Date:04/03/2023

      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.
      The company didn't provide condition and correct terminology for cancelation or changes, when I did the booking over the phoneI was not giving the information when doing the reservation and when i explain the situation why I couldn't stay in the hotel in condesa ****** they told me if I wanted to change from this location I had to cover the extra cost I explain to them the noise level from upstairs and neighbors was beyond manageable. the denied my refund request. requesting full refund of $1,488.76 of the days I was supposed to stay that they charge me for **** days. the company did not provide summary of the charges.

    • Initial Complaint

      Date:03/31/2023

      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.
      On Oct 12, 2022, Sonder issued me a refund credit of $200.01 as a compensation for some problems caused by Sonder during my stay in one of their units. On March 15, 2023, I made a reservation on their website to use the credit. Their website asked me my credit card information and I entered it. After staying in their property, I contacted their office to use the credit and they told me I can't use the credit because I must call their office before using the credit. There was no information on their website about this rule when I made the reservation. I demand Sonder to refund $200 as they promised on Oct 12, 2022.

    • Initial Complaint

      Date:03/28/2023

      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 the Sonder Atala in ***** in January 2023. Sonder emailed me multiple times to confirm my reservation starting on March 30, 2023. I leave for ***** on March 29. Sonder emailed multiple times over the past two months to confirm reservation and provide other info. On March 27, they emailed information about check-in and provided my room number. On March 28, I received a text without any name stating "Your reservation for ***** has been cancelled." No identifying information, so I thought it was an eerily coincidental spam/phishing attempt. Later that day, I received an email that my reservation has been cancelled. I phoned customer service to find out what was going on and get rebooked. Any reputable hotel that cancels you due to their own issues will rebook you at another hotel at no charge. Sonder refused to do anything. I was left with no accommodations for my stay in *****. I can send copies of all communications.

    • Initial Complaint

      Date:03/17/2023

      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 reserved an Airbnb on March 1, 2023. I have since contracted COVID and cannot travel per the CDCs clear guideline to NOT travel if infected. Sonder is recommending I mislead airline staff, get on a plane, and put everyone at the property at risk. They don't even have one other reservation/demand in the coming months for the property, so it's pretty clear we did not cancel a reservation that is resulting in the business losing money they would have otherwise had. ***************************************************************************************************************** I am requesting a full refund for my reservation

    • Initial Complaint

      Date:03/14/2023

      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.
      On Thursday, March 9, the night before our morning flight to *********** from **********, Sonder USA unexpectedly emailed ** identifying a "leak" in our original lodgings and changed our lodgings from the one we had selected and reserved months in advance. When we arrived at 4:00 p.m. on Friday, March 10 to check in, we discovered they had booked us in a dirty, windowless, small apartment where unable to stay due to its claustrophobic conditions which cause panic attacks for some members of our family alongside the tiny rooms and the visibly dirty living room. We had to scramble to secure our own lodging for our 2 night stay (Friday, March 10 and Saturday, March 11) after we discovered the terrible condition of their lodgings which was stressful and frustrating, interrupting the pleasure of our time in ***********. I have contacted Sonder to ask for a refund to cover the costs of our hotel rooms and they refuse to refund our credit card the $1800 we paid for 2 nights. This is unfair to us. Additionally, I am concerned around their last minute "bait and switch" between a lodging we selected and one they offered us (which possibly they couldn't fill). We were unsuspecting consumers and got tricked and I think they should be held accountable for their actions.

    • Initial Complaint

      Date:03/08/2023

      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.
      This company is a scam! They made fraudulent claims against me and made fake evidence to steal and keep my deposit. This is a rental place, I stayed for an extended stay, and they sent me photos saying I destroyed their property but the photos are fabricated. I have proof (video and photos) that I did not destroy their property and I have time stamps. The company scratched up their own couch and damaged their own property and blamed me in order to keep my money. When I tried to report to the company that I was suspicious of foul play/ discrimination, they completely ignored me. The company Im complaining about, Sonder, has lied to me and created fraudulent evidence which is illegal. They tampered with evidence, stole my money, and lied, all grounds for lawsuit. They refuse to give me my money even though I have proof that I never destroyed their property! I believe one of their workers did that and the company is trying to cover it up! I want Justice and my money back!This company has locations all over the world, but their HQ is in ********** (*******). The building I stayed in is (Cielo Sonder)

    • Initial Complaint

      Date:02/04/2023

      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 booked a Sonder unit two weeks ago. Sonder did not deliver on the services that were outlined in the unit posting. Many of our kitchen appliances did not work properly (including the stove), the outlets in the kitchen did not work, there was a dirty towel in the master bathroom cabinet, the showerhead was filthy, the ** was not set up, and we did not have hot water. For the hot water issue, the customer service agent told us we needed to let the water warm up for ***** minutes. However, this could not be true because the shower was cold across four back-to-back showers (mid-morning). They then told me there was just a general issue with the hot water in the morning. We also ran the kitchen sink to see if we could get hot water with no luck. A maintenance person came over later in the day; by that time, the water had started to warm up. I also reached out about the ** because we were prompted for a login when we turned it on. Although Sonder claims to offer 24/7 support, they could not send someone until the morning (our checkout). The unit did not deliver what we paid for on multiple levels. We did not have the apartment-style stay due to the outlined issues. It was very hard to communicate with customer service because their app is buggy; sometimes my conversations would restart with a new representative or not show me a new message. **************** has failed to follow through on their promise to speak with me about my experience. I was promised this after calling the morning after our checkout and completing a survey a few days later. It has now been two weeks.

    • Initial Complaint

      Date:01/27/2023

      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 booked a stay at Sonder, the Monarch for 1/12/23-1/14/23. I paid $390.70. I woke up on 1/12/23 with COVID symptoms. Upon testing twice, both tests came back positive. I called the hotel to ask if I could move my dates. They said that COVID is not a permitted exception to their cancelation/reschedule policy but that they would file a report to escalate the issue. They said that I would receive a response in 24 hours, but they called me back about 20 minutes later to tell me that they could move our dates to 1/29/23-1/31/23. They said that, due to dynamic pricing (not due to ANYTHING other than dynamic pricing), that it would cost us an additional $200 for those dates. I was confused, as our original reservation was over a holiday weekend, and the new reservation would be a Sunday-Tuesday (less in-demand, I would assume). I asked them to escalate the issue again to see if they would honor our original price or offer a refund, as it would be irresponsible as a business to put a customer with a highly contagious illness in a position where they might still show up to the hotel in order to not lose money. I personally would NEVER do that, but I needed them to know that the business practices they are employing could put many people at risk of infection if they are not accommodating of people who have COVID. Out of curiosity, I went on their website to look at the pricing for the same room, a double queen, for 1/29/23-1/31/23. The price for two nights on those dates is $174 total. Not only were they going to charge me a higher going rate for rooms with a lower value for the new dates, but they also were going to add an additional $200 fee to the new dates because of "dynamic pricing" (their exact words). This is price gauging, it is unethical, and it is poor business practice. I am attaching a copy of my original reservation (1/12/23-1/14/23) and the prices I found for today for 1/29/23-1/31/23. Both documents are dated for when I was quoted these prices.

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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