Sonder Opiniões 602

On a recent business trip to Montreal, I had booked 4 nights with sonder in Old Montreal. What I was not aware of, was there was no cleanup unless I paid extra for it. There were no dressers or night tables that anyone could put anything in. A closet yes and a very few hangers. Virtually no amenities, and the worst part of all, no one to speak to about anything. You could call them and wait like I did on the phone for someone to finally pick up, but had this property been cheaper, I might have swallowed my pride. I managed to get my money back for the final 3 nights and moved immediately when I knew that I had chosen the wrong place. If Marriott Bonvoy owns this now, they should take a very serious look at customer service here as this is worth maybe 150 a night if that, but not $371.00 a night. Awful experience and very stressful.

We made a reservation through Air B&B with this host for three people. The apartment was supposed to have a bedroom and a pullout couch. When we arrived late at night, we discovered that there was no bedroom and only one bed for three people. There is no number to contact anybody so you have to leave a message on the Airbnb app.

We waited to hear an after no response in 30 minutes we went elsewhere. They have been slow to respond to my concerns and request for a full refund. I think they are unethical and I would not trust them.

Terrible!!! Fuyez les. J’ai réservé une chambre puis annulé pour cause de santé sur le site il était écrit que l’on pouvait annuler jusqu’à dernier moment . J’ai annulé le lendemain de ma réservation via hôtel.com qui m’a remboursé. Mais depuis je reçois sans cesse des messages me disant que ma réservation ne peut être annulée . Je pense qu’ils utilisent des robots qui répondent toujours la même chose. J’ai du demander à ma banque de les bloquer bref un vrai calvaire ai niveau du service client.

Sonder will steal your money and give you nothing !
I booked a one week stay with them, paid more than 1600USD with my credit card and they canceled my stay afterward...
Now they have my money and i have no booking... and they are playing with me ... this company is a Fraud !

Stayed at Sonder JBR Walk in Dubai for my mum’s very special milestone birthday and I won’t be staying anywhere else when I visit Dubai. We were in a 3 bedroom apartment with 1 single bed room all with an en suite.
Can’t recommend this apartment enough. The staff went above and beyond to make our stay memorable. The chat device, pre stay, post booking is very responsive and exceeded by expectations honouring all my requests,
The apartment had everything we needed, whenever we requested anything extra for example fresh towels, the reception was extremely attentive when we dialled the front desk.
Early check in and late check out really started and ended our stay with smiles all round.
The entire family were wowed by the amazing view of the Ain from all 3 bedrooms.
The apartment was extremely spacious and very clean. Private access to the beach and numerous pools was a wonderful addition to an already fantastic stay. The staff out front were very helpful with location and hailing our Ubers. Location is great with easy routes to the marina, mall, creek and wherever else might be of interest.
We’re already planning another holiday and will be recommending Sonder JBR Walk to everyone we know.

I booked a stay with Sonder, I was changed the full stay amount then 2 days later canceled for *non-payment* when I contacted Sonder they stated I didn't pay, once provided a receipt they said I would be refunded and that I can book again however somehow in the 6 overnight hours since they canceled my 2br stay was booked and all that remained was far more expensive 1br options.. no remorse and no apology from Sonder for their mistake.

Just stayed with sonder for a week in Savannah and I feel completely gaslit. Firstly, when getting emails about my upcoming trip the pictures that I received were completely different than what I had booked for our stay. They were completely different pictures of a completely different room. When I reached out they simply said don’t worry you’ve booked a superior one bedroom. When I arrived the room didn’t even match the most recent set of pictures that they had sent me. What I was expecting would be a beautiful curated room we walked into a clearly quickly flipped apartment. Not only did the pictures not match but the “high level” security that the building and apartment supposedly were not even locked. They sent us multiple codes for the building, elevator, and room and only our room was locked. Anyone could get into this building. It was quite disappointing where I thought we were paying for a beautifully curated space and with security we walked into was extremely underwhelming. I even reached out after we checked in to explain my dissatisfaction and they never replied. Felt like a complete scam, would have much rather stayed at a nice hotel or Airbnb for the price we paid. I will not be staying with Sonder again.

My 7-night stay (May 12-19, 2025) at Sonder @ Voyage in Paddington was an unmitigated disaster from start to finish. Upon checking in, I discovered there was NO HOT WATER in the entire building, a critical issue the reception staff failed to disclose. I wasted time unpacking and stood under an icy cold shower for 10-15 minutes before realizing the system was completely faulty.

Sonder's "service recovery" was non-existent:
* They offered only "free cancellation," ignoring the fact that last-minute hotels in London cost a fortune, leaving me financially disadvantaged.
* After hours of fruitless calls and no solutions, I was incredibly told to walk 10 minutes to another Sonder hotel at 10 PM just to shower.
* They eventually moved me to Sonder The Henry for one night only, forcing me to vacate by 12 PM the next day, leaving me effectively homeless again.
* They proposed unsuitable alternatives (e.g., Sonder Gilbert, 50 mins from my seminar), which I rejected, but they then used this to deny a refund.
* They have refused to fully refund my original booking (and my colleague's, May 17-19, for joint meetings)despite their fundamental breach of contract (no hot water!). Their offer of a mere £150 compensation is insulting.
* A Sonder Customer Officer even personally promised will look into this and ensure I get my refund but went missing after that.

This incompetence forced me to spend hundreds more on last-minute alternative accommodation (Airbnb, then Berjaya Hotel for myself and my colleague), and incur significant additional transport costs (multiple taxi fares just to move my luggage).

The constant stress, anxiety, and the physical strain of repeatedly shifting heavy luggage between temporary accommodations directly resulted in a significant shoulder injury. I have since incurred over S$1800 (~£1050) in medical bills and require ongoing physiotherapy.

Sonder @ Voyage's management was absent and unprofessional throughout, leaving junior staff to handle an impossible situation. This was a clear breach of contract, a blatant disregard for guest well-being, and a shocking example of poor service recovery. As an international traveler, this experience has severely tainted my perception of London's hospitality. Avoid this property at all costs.

Sonder Royal Garden Apartments, Edinburgh, Scottland

CREEPY!!!! Horrendous moldy smell. We had the misfortune of spending 5 nights at the Sonder Royal Garden Apartments in Edinburgh. The 4.6 star reviews clearly pertain to the apartments on the upper levels. After taking the elevator down 1 floor we then embarked on the dark labyrinth to descend an entire flight of steps into the DARK mold-smelling ground floor/basement. The next challenge was to navigate a dark foyer into our apartment #106. Although it was in the middle of a bright afternoon the light in the foyer was out, making it difficult to see the keypad. Upon entering the apartment, with the exception of the moldy smell, the low ceilings, and minor stains on the bedroom carpet, the apartment appeared to be recently renovated. Upon further inspection, there was no shade for privacy on the living room window. There was black mold along the top of the bathtub, and the bathroom vent was encrusted in dust.
We were definitely not comfortable with this one bedroom garden apartment. At $367.00 a night we felt the description and photos were blatantly deceiving. We immediately returned to the reception area to express our dissatisfaction and inquire about any other available apartments. We were told that we would be contacted the next day regarding the possibility of moving to a studio. Also, that someone would install a shade. Not to our surprise, we were never contacted to discuss any of our concerns, nor was a shade installed. The missing shade was mentioned in previous reviews and yet, still not addressed....Really, what is the deal???? We were able to make a window covering out of a throw that we found in a closet, this was then attached to the existing hardware for the missing shade. (The apartment overlooked “the garden” and during our stay numerous people were standing directly outside our window.) In addition to the window treatment, we also had to adjust the chain on the door's security lock due to a bent open link. The furniture is VERY cheap and extremely uncomfortable, including the hard bed. The bedroom window did have a shade, however, it was torn. The decayed and dirty window frame was sloppily covered with white paint. Our next adventure was to use the washer/dryer. The fact that there was a large drying rack in the closet was an indicator of what was to come. Since there were no instructions, we spent time searching for the manual online and started our laundry. After following the instructions, at the end of the 2 hour process our clothing came out steamy and soaked. Every closet had a moisture absorbing container. The kick panel below the dishwasher was missing. The internet connection was terrible. The Wifi signal level was very low and only intermittently usable.

The PROS: excellent location, linens were clean and crisp and it was quiet except for the constant hum of the equipment directly outside of the bedroom window.

I do not write negative reviews but felt compelled to because of the egregiously deceptive description and photos on the website. The photos falsely lead you to believe that all the apartments are above ground/basement level. I have traveled extensively and have stayed in many historic accommodations. I never expected to spend time in a smelly, awful place like this. Upon check out, the employee was very pleasant and was shocked to hear of our experience. At that point, it was too little, too late. Why wasn't our dissatisfaction relayed? We made the decision to stay and cope because we had previously planned full day trips and did not have the time to relocate. Sonder Royal Gardens is affiliated with Marriott which I have found to have high standards. In my opinion, this apartment is not suitable to be occupied.

Shame on you Marriott Bonvoy!!! You are better than this.

Really a Zero Star in my opinion. Do not make a reservation at any property managed by Sonder. Had a nightmare experience in Newport Beach CA. Made a reservation months ahead to be beach adjacent at their property. Get an email 3 weeks before our trip telling us that management has changed hands but our reservation will be honored(had booked it through VRBO). Keep getting emails from Sonder anyway. Keep getting confirmation emails from VRBO. Day of check in I try to confirm my reservation and get an email response from Sonder telling my trip has been cancelled per request and will be refunded. We call the property and they don't have our reservation. I chat in with VRBO and they say I do have a reservation. I go to the property. No reservation and no vacancy. So now we have nowhere to stay and haven't gotten a refund. No one will answer phone calls or return messages. NIGHTMARE and completely ruined our vacation. We had arrived at supper time looking forward to checking in and going out to eat at a local restaurant. Instead we had to scramble to find another hotel last minute - obviously we didn't find one on the beach. So so bad.

I recently booked then cancelled with Sonder. Since then, they have charged me the full amount and have ignored all my emails for a refund. Instead, they keep sending me emails to verifiy my check in. Absolutley discraceful.

avoid at all costs. save yourself money and hassle and go elsewhere. broken thermostat, no key card provided, couldn't access gym. was made to wait 30 mins for security to let me in but no one showed. customer service unhelpful and won't let you raise a complaint.

Firstly, the company made changes since joining Marriott, which made things inaccessible to customers using their sites and apps. Couldn't access to make changes to booking reservations through the app or online, even though it kept suggesting to go to the website the booking was made. Which it doesn't make sense since I did the reservation through the app, so it should've been automatically tied.

Secondly, with the changes that came at short notice, no accommodation was made to resolve the issue. I completely understand the policies; however, if any changes to companies, whether it is mergers or any other case, were being made, and it completely inconveniences the customers using the service, the companies should do everything in their power to correct and accommodate their customers to keep satisfaction.

I won't say that this is a terrible company because I do enjoy their services; however, if the goal is to build more customer bases while making changes, then they should focus on truly understanding what the customer wants when needing to make any changes from simple booking mistakes.

Wir hatten im Dezember 2024 für September 2025 gebucht und jetzt wurde unsere Reservierung storniert und wir wurden ohne alternativvorschlag auf die Straße gesetzt. Jetzt muss ich mit meinem minderjährigen Kind ein anderes Hotel finden und den Mehrpreis selbst bezahlen. Es gab keine Unterstützung oder Hilfe von Sonder.

Absolutely useless customer service. They keep passing the issue to a different person, up to six now, and not one of them reads or understands the issue, not to mention the contradictory responses.

Requests for escalation to a manger are just ignored and it is clear that there is no interest in helping or doing anything other than taking your money.

I would very strongly suggest not booking with Sonder or Marriott Bonvoy.

I booked a Sonder apartment over 7 months ago for a trip in early July. On May 1, Sonder abruptly canceled my reservation, claiming the entire building would shut down just days later. No advance notice, no explanation beyond “unforeseen circumstances,” and no offer to help rebook—just a refund.

Since then, every comparable option in the area is now 30–50% more expensive, and Sonder won’t provide any support to cover the difference. When I reached out to customer service and asked to speak with a supervisor, I was placed into an email queue with no clear timeline for a response.

This was supposed to be a long-anticipated group trip, and we’re now scrambling to find an affordable alternative at the last minute. As a customer, I feel completely unsupported. Sonder’s lack of accountability and customer care has been incredibly disappointing.

I expected more from a company affiliated with Marriott. Be very cautious booking with them—especially far in advance. If something goes wrong, you're on your own.

Sonder's handling of reservations, cumbersome online check-in process, and constantly malfunctioning app create nothing short of frustration, demonstrating a lack of professionalism and commitment to ensuring a positive guest experience. I would not recommend staying with them again.

Sonder is an absolutely disgraceful company. After altering my reservation (which they confirmed), they completely abandoned me without a place to stay. I repeatedly requested manager callbacks over several days — not one manager ever bothered to get back to me. Their so-called customer service department is just as useless: clueless, disorganised, and not empowered to help with anything.

It’s evident that you're on your own once Sonder has your money. They show no interest in helping their customers, no accountability, and no real management structure whatsoever. If anything goes wrong, you’re left fending for yourself — and trust me, it will.

Be very wary: this company only cares about getting paid. After that, you’re invisible to them. Stay far away unless you want to be stranded without support when you need it most.

This company can not be trusted. Our family rented more than one unit to be close together. However the day of arrival my sister in law received a message that there was a problem with her u it and she would be relocated down the street. The place she was moved to was very not nearly as nice. They offered her a credit refund. But it gets worse there was actually nothing wrong with her rental they double booked it. We know this because we knocked on the door and someone came to the door and told us they rented it a few days before!!!
Our unit the tub was cracked the floor had a crack we requested more towels they never showed, I stopped the cleaners in the hall and they could not speak any English to help me and they had limited supply of face cloths and towels and couldn’t get what we needed.

Awful booking policies

No consideration given to a situation out of my control forcing me to cancel my trip. Gave a week's notice and offered to provide documentation as to why I had to cancel and they refused to even do a partial refund. The company is bleeding money so will look for any excuse to keep yours without delivering on services.

Stay away from them.