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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

Find a Location

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

    • 118 total complaints in the last 3 years.
    • 27 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:09/05/2024

      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 was asked to leave the property 2 days early and was told I would be refunded for the remaining days and I left. I was told I had to wait for my refund to be processed then on the day I was supposed to leave I was told I won’t be getting a refund. I have emails and chats to confirm this.

    • Initial Complaint

      Date:08/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 checked out 2 days early from Sonder Bungalows in San Diego, **** **** yesterday 8/11/24, around 3:30 p.m. Realized as ******* to the airport and almost there that I had left my BUSINESS **** **** ** * * *** ********* ***** * ***** ****** *** ******** ***** ***** * ***** *** **** ******** *** * **** ******* ******* ****** ******* ******* that has a koala on it. Upon contacting the property to notify them (there is not a front desk on site and calls go to people in other countries) I was told to go to **************** yet I was not given a “5 digit property identification code” in which to proceed, yet they cannot provide such code in which to file for my left property. I was told to enter the 8 digit case confirmation code ********- of which, of course, does not compute. I called Sonder ************ and they do not know their 5 digit property identification number and keep saying to enter my 8 digit case CONFIRMATION number (which does not work and only elicits an error code on the **************** website

      Customer Answer

      Date: 08/13/2024

      The business Sonder has responded appropriately now. This case can be closed.

    • Initial Complaint

      Date:08/02/2024

      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.
      When I booked saunder it was told that it would be an easy stay. The first issue I had was that when I arrived I had been Given two coats to enter the apartment neither of those codes work. I had to sit out in the hall with my son who has extreme on Autism for Over thirty minutes trying to console him and calm him down because we couldn't enter. Someone had to come let us into the unit. I then tried to do another booking for the weekend and received a message (AFTER BEING CHARGED) that they refused my reservation and would not tell me why. I contacted support and they also would not elaborate. They claimed it was due to safety, but no violations of their policies had occurred. I believe they refused based upon my sons disability with autism, as well as our ethnicity as an African-American family. The person who let us in observed both of these. I am seeking a complete refund for our stay at ********** and the canceled booking. This company has discriminatory practices and refuses to acknowledge it and should be shut down.

    • Initial Complaint

      Date:07/30/2024

      Type:Billing 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 had to cancel a reservation made for five nights due to an airline flight change. They refused to give me any refund. I can see charging me for the first night (tonight) or even two nights, but to charge me for five nights is ridiculous. No one does that. The end of my reservation is almost a week from now. Hard to believe they are not renting that room and double collecting.

    • Initial Complaint

      Date:07/26/2024

      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've had several disappointing experiences with Sonder, but this last one was the final straw. From the early check-out policy and extra fees, to the lack of loyalty perks, I've been willing to overlook these issues. However, the unsafe and unsanitary conditions I encountered this time are unacceptable. My door wasn't bolted properly, my shower was falling apart, and the bathroom was filthy. The mildew smell due to unsafe ventilation, and a broken light switch only added to the overall disappointment. Despite being offered alternative rooms, none met my standards. The first room offered was on the basement floor with poor lighting, the second room was in subpar condition as well. A 75-dollar refund is not sufficient compensation for the poor experience I had. Every guest deserves a clean and safe room, and I expect better from Sonder.

    • Initial Complaint

      Date:07/20/2024

      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.
      My name is *************************** and I made reservations at Sonder Brookline for this weekend 7/20-7/22. I live in *******, *******, and a couple of us had a flight today to come into ******, however, there is a system wide outage and all flights to ****** have been cancelled today and we were not able to rebook for a flight to ****** this weekend. ****** was not an option at this time due to ticket prices of $1,000 round trip. It would be a 40 hour there and back which is also not an option. I called a short while ago to cancel my Sonder reservation so that hopefully someone else may be able to use the room this weekend. I asked for a refund due to the unusual circumstances. We have received a refund for our Foo Fighter concert tickets and our Delta flight due to this outage, however, Sonder has given us a hard time only offering us a credit. We will not be traveling to ****** or any other city for that matter within the near future and would like a refund.

    • Initial Complaint

      Date:06/30/2024

      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.
      Subject: Complaint Regarding Multiple Issues During Stays at Sonder Dear Better Business Bureau,I am writing to formally lodge a complaint regarding numerous issues I have encountered during my stays at Sonder properties over the past several years. As a frequent guest, having stayed at Sonder locations over a dozen times, I have consistently experienced problems that the remote customer service team, often based overseas, has been inadequate in addressing. These issues range from inefficient handling of building maintenance requests and incorrect room assignments to a notable inability to accommodate guests with ADA ***********related concerns.Please see the attached word documents for further information.Thank you,***********************

    • Initial Complaint

      Date:06/27/2024

      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.
      *** stayed at various wonder properties in the ******* area. My initial stay was pretty much without any issues. Subsequent stays became problematic with other tenants at the time of my stay. Although they state they have it documented about my stay, the tenants had installed cameras in the unit to watch me. That was pretty unnerving and unsettling to say the least. As a college student and veteran, I truly wonder what were they looking for. I reached out to wonder to inquire about hidden cameras in the units and was advised there shouldnt be any. Apparently, there was another tenant who went out of her way to cause problems for me. I made various attempts to advise sonder about such conduct of their other tenants. There was a lady advising others that shes related to me however, after further investigation, she lied and was attempting to stalk me. ****** did little to nothing to assist in this matter. I felt fearful for my possessions that were in their property as well as my lifes safety..****** has a good program, yet, the upkeep can be hit or miss. One property I rented was **** with problems from the time I walked out of the door until I checked out. Cleanliness issues: sonder does just enough to make the places appear to be clean. One unit I rented had someones toenails underneath the mattress.As a result of all of this, Im without $135 that they advised I would receive as a refund for my inconvenience. Im out both money as well as Ive been removed from their booking portal for being a decent customer advising them of what Im finding problematic within my unit. I cause no problems at all with any other tenants because my schedule doesnt provide me with the availability to interact with others.

    • Initial Complaint

      Date:06/15/2024

      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.
      Confirmation #SR-40QFCAPK. Stayed at the Sonders Beacon in ******************, which is advertised as a 4-********** despite having no amenities. The room service isnt included in your stay, no breakfast option, no staff/security overnight, main entrance unlocked 24/7 to allow homeless to wander in in middle of night (no staff!), pool is gross and unusable, impossible to sleep because they blast music at their club. Despite the fact that the hotel is an old, decrepit, disgusting, poorly-maintained building the company advertised it with heavily photoshopped images that make it seem entirely unlike the reality.

    • Initial Complaint

      Date:06/03/2024

      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.
      I booked a reservation with Sonder The Score in *********, **) almost a year ago and just yesterday I got a text and email stating that the reservation was cancelled which left me scrambling to find a new one. I had to book the same dates due to the fact that I have already paid for a rental car as well as nonrefundable concert tickets. There werent many places available and I had to book a place for twice what I had originally paid for the Sonder unit. Im just so frustrated because when I originally looked last year, there were a bunch of options and obviously in home sight, I wish I had chosen elsewhere. I just want to make sure that people know about this so that they will think twice about booking through a company and then have the reservation canceled 38 days before arrival with no backup options. When I contacted the customer service, they were very unhelpful. The first customer service agent hung up on me when I asked to speak to a manager. The second agent said there was nothing he could do for me.

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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