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Business Profile

Hospitality

Sonder Hospitality USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospitality.

Reviews

This profile includes reviews 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 Review Ratings

    1.03

    Average of 62 Customer Reviews

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    Review Details

    • Tarin B

      Date: 07/07/2023

      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.

    • Suzie B

      Date: 06/08/2023

      This hotel discriminates. They pick and choose who they want to stay with them and are very biased. They should be shut down for discrimination.

    • John M

      Date: 05/30/2023

      Bait and switch scam - they book a nice room at one class and then provide a room in the basement that was disgusting

    • Chris K

      Date: 05/20/2023

      Cancelled last minute and ruined a trip of a ************* ***************** This company should not exist.

    • William M

      Date: 05/14/2023

      Worst experience ever with Sonder *************** in ***********. The rental was disgusting and about a 10x10 room and was not as advertised. We tried to work something out and ended up taking a loss and booking something different after only one night. Horrible customer service.

    • Sean C

      Date: 04/06/2023

      Absoultely Pathetic AVOID SONDER CRIMINAL - Charging $100 for a missing parking pass. (A Laminated piece of paper). It is wrong for your company to assume your employees are infallible. There was only one parking pass in the room when I got there. It wasn't in there and I'm going to fight this ridiculous charge. I also couldnt sleep because all night long I would hear constant footsteps. Now trying to charge an early check in fee when I check in late. I'm fighting it but a week later they still haven't refunded my money.

    • mitch g

      Date: 03/07/2023

      Absolute nightmare - I and dozens of other guests staying at the Sonder property in ****** have been struggling to gain access to the building. The interface you need to use to enter your access code to get onto the building is not working properly and guests are getting stranded outside in a very seedy area of the city populated by homeless people. Guests are waiting for other guests tp leave the exit the building so that they can get in. I would never believe this if I wasn't experiencing it myself On a less serious but equally unbelievable note I requested toilet paper 4 times and still have not received any. (only one extra roll was in the room and I'm staying at this place for five days. I'm using what's left of the tissues After not showing up to drop off the toilet paper when I was concerned that I would run out they informed me that there was no team member near the property this evening so they'd have to drop some off tomorrow. Too dangerous to leave this time of night by myself to go 5 blocks to a convenience store to pick some up myself plus I'm concerned I won't be able to re enter the building do to the access problems ... IT'S CRAZY - 4 REQUESTS AND SI STILL RAN OUT - DISGRACEFUL TO TREAT PAYING GUESTS THIS WAY - DO NOT BOOK HERE!Oh and by the way - no cable, TV streaming only All of the reviews I've just read are absolutely true. This is a clown show

    • Angela M

      Date: 03/03/2023

      I was going to let this go, but after doing a little digging I can see that this company is on thin ice with their customer base. I relate to WAY too many of these 1star reviews. When booking this hotel, the basic economy option was the only clear choice presented. To find a refundable option took more digging and looking back to my experience in booking this hotel, it feels predatory. As a loyal customer to the hotels that have been on that **********, ** property for 10+ years, it was exciting to see what new iteration had taken over the space. I am so unbelievably disappointed and angry. This is a terrible way to treat people. An involuntary cancellation because of cancelled flights without even offering a credit is inhumane. $1000 for NOTHING in this economy - I've never felt so violated. I hate to feel so ***et about this, but honestly...this complaint needs to make it to the top along with all the others.The higher-*** in this company need to be held accountable for the number of people they've mistreated. How can they even call themselves a hospitality company? There is nothing hospitable about this experience.

    • Robert R

      Date: 02/03/2023

      We stayed at a Sonder in ************ a few days before Christmas (2022) to visit my daughter. The accommodations were fine until we went to sleep. In the ceiling and walls were some sort of rodents. All night all we heard was scratching and scurrying around. Very disgusting and unnerving. A couple of days later Sonder sent us an email and asked us to review our stay. I did, thinking I would hear from them. NOTHING. I would love to get a refund but after seeing all the horrible reviews here I wouldnt hold my breath. Not sure how they get away with this c*** STAY AWAY!

    • Amaran S.

      Date: 02/03/2023

      This company is a scam. I reserved a room for February ***** at "the industrialist" in *** on January 15th. Around the 23rd of January I was going to cancel my room because I would be unable to go on my trip. When going through their app and finding the option to cancel, I was prompted with a pop-up stating that I was ineligible for a refund because it was more then 24hrs past the time of my initial reservation. Thinking it was a mistake, since the date was more then 3 weeks away, I called customer service. They stated that I chose their "economy" option while making my reservation on their very complicated app. I did not choose any other option than those presented to me, none of which were "economy". After a very easy process with my bank I got the charges reversed and got a full refund through their portal. Today I received a very poorly proof-read email stating that since I got the reversal they are cancelling my reservation. I then went back to their app and tried to re-reserve the same room for the same dates. I was not prompted or offered an "economy" rate, let alone a lower rate for the room; just a "member price" which is 15% off the total. I am do not have a "membership" to any service this company provides. I do not think this will be the last communication I receive from this company and I will continue to update this review as it progresses.

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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