Reviews

This profile includes reviews 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

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  Sonder

  555 W Jackson Blvd Chicago, IL 60661

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  Sonder

  1419 S Wabash Ave Chicago, IL 60605

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  Sonder

  613 N Wells St Chicago, IL 60654

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  Sonder

  314 S Halsted St Chicago, IL 60661

Review Details

• Review fromScott W

  Date: 10/16/2023

  1 star
  My family got sick from covid and could not go. Called sonder and the said o could get a refund. Turns out tgat person lied. They don't care about covid. First time using then and the last. Stay away from this company.

• Review fromKristen S

  Date: 09/29/2023

  1 star
  Horrible.Second time weve tried them. Codes to get into front door and room door dont work and you end up on hold waiting for help. First property booked ended up having to be switched because the toilet was broken. Rebooked far from original space - new place had no hot water. Moved again- even further out from the French quarter and waited 10 minutes for help with code into room again.

• Review fromEllie S

  Date: 09/14/2023

  1 star
  Similar to others, I received a room on ************ that looked nothing (truly, nothing) like the beautiful photos posted online. My room was small, dingy, loud, had many fewer windows, was old and cheap looking. The bed had clean flat sheets loosely placed over a urine stained mattress pad with hair on it. The bathroom had mildew, half finished repairs, peeling paint, a leaky shower, and hair on the floor. I have exchanged a dozen infuriating emails back and forth with customer service - they apologized for the dirty sheets but nothing else. They offered me a very small credit toward a *********** - I will never stay again, so that is a joke. I feel like I was robbed.

• Review fromTanya E

  Date: 09/01/2023

  1 star
  I have stayed at four different Sonders (****, DC, ********* ******) and have had issues with all. With each experience the following elements have been consistent: Units that "look" modern and clean but at closer inspection are older facilities that are cheaply revamped. **************** that doesn't serve anyone. They are uselessly unresponsive OR take forever to respond and generally unhelpful. This is because Sonder has - like many US based companies - outsourced its customer service overseas so you're usually dealing with people with English as a second language, who are using canned scripts and prompts. For example, I had issues with my ******** unit that prompted them giving me a credit toward a future stay. That credit never materialized and took me a YEAR to get resolved. So for this experience, I stayed in ******. As soon as I entered my unit (708A) I was hit with a very strong smell of mildew. Immediately I knew there had to be some sort of longterm water damage somewhere, which generally points to a growth of mold. I immediately messaged customer service requesting to be moved. I was told they could not because they were fully booked, so I requested a full refund. They gave me the vague we will log your request and someone will get back to you canned response. I stayed in that unit for 4 nights and at no point was a maintenance technician sent over to inspect the unit nor did anyone reach out to check in and offer to reimburse for staying at a hotel. I was scheduled to check out on Sunday afternoon, and left very early Sunday morning because late Saturday night the mildew smell had not only gotten significantly worse, but also smelled as if there was a pipe emanating raw sewage vapors. I could not breathe or sleep. I missed some excursions Id paid for. Of course I reached out to Sonder requesting a refund of my full stay in addition to reimbursement for the expenses I incurred for having to change my trip. So far no resolution more than a week later.

• Review fromPatti L

  Date: 08/28/2023

  1 star
  In todays times, any so called legit business that asks for you to send through the internet a picture of you holding your government issued idea is a SCAM company!. I am even forced to leave a rating star and the minimun is a one....well I would leave a negative star rating

• Review fromKhayeni S

  Date: 08/23/2023

  1 star
  I had a long term stay booked here and experienced a lot of issues during my trip. There was a ***** infestation. We also experienced flooding in our unit, excessive false fire alarms going off at early hours in the morning from **** / cigarette smoke setting them off in other units (we had to evacuate the building) amongst several other issues. On top of all of this, they kept a $1200+ deposit for what they are claiming as a security deposit. Ive never had such an unpleasant stay with a company and should of choose a hotel or Airbnb completely unprofessional and shady business practices. Ive stayed with Sonder before and my previous experience was much better; they have gone downhill.

• Review fromLaura G

  Date: 07/27/2023

  1 star
  They are in constant violation of *** noise ordinances. They blast music **************** pool at unbearable decibels, and there is no one on site to help. Their customer service is non existent with no one located in the US, just a y call center who couldnt care less.

• Review fromPadmashri G

  Date: 07/17/2023

  1 star
  I had booked a stay with Sonders in Nov 2021 for a trip to ******. However, due to Covid travel restrictions during that time I wasn't able to make the trip. Sonder at the time canceled my reservations and issued a credit. I want to use that credit this year, but I am being told that my credits had a 12 month expiration on them. This wasn't a small amount and no where on their app or on the voucher issued was there a mention of the expiration. I did not receive an email or a notification warning me of such an expiration. I am being told by the customer support staff that the decision is final and no one can help me. This business treats their customers horribly. I do not recommend them at all.

• Review fromWilliam T

  Date: 07/15/2023

  1 star
  My loss, US$1200: How do we get the big online travel site *********** to clean up its tricky advertising for SONDER.COM? When I recently booked a seven-day ****** trip I was presented with three Sonder hotel options -- (i) "nonrefundable" (the cheapest), (ii) "free cancellation before Sept. 10" and (iii) the last option labeled, "fully refundable." When I chose free cancellation before Sept. 10 it never crossed my mind that in reality it was nonrefundable (free cancellation simply meant there was no additional penalty for canceling other than paying the full amount). Indeed Sonder kept the full amount I paid when I cancelled the reservations. And then when I disputed the charge (because I thought I could cancel, no charge), the credit card company told me I should have known the difference between free cancellation v. fully refundable. My loss, US$1200. In sum -- Sonder and booking.com could not have cared less; they perpetuate a deceptive reservation system that needs to change. BBB, would you as a consumer advocate understand the definition of "free cancellation" versus "fully refundable?"

• Review fromTarin B

  Date: 07/07/2023

  2 stars
  I did receive a refund. So I thank them for being quick with that. While Im in the lobby to check in I call to ask for the instructions to get in the room. And they tell me its canceled and Ill get an email soon. Id booked 4 days before. I asked for the reason of the cancellation so Id know for next time. The people through the Airbnb text wouldnt tell me.