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Business Profile

Hospitality

Sonder Hospitality USA

This business is NOT BBB Accredited.

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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.

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    Customer Complaints Summary

    • 119 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      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 vacation rental property months in advanced. Weeks before the vacation, the property group canceled the reservation and has still not been able to provide a refund. Wanting to get word out there on this so it does not happen to other people using this company.-The reservation was made on 2/27/25 for a vacation the weekend of 7/5/25. The reservation was made through ****, which Sonder is a property management company that posts on VRBO.-Sonder canceled the reservation on June 16th (after doing reserve, it seems they cancel with the same excuse with other people saying they no longer support the property). -After speaking with my bank and **** directly, the transaction was rejected and sent back to Sonder. 11 days after this rejected transaction by ****, Sonder is saying they do not have the funds and can not issue a refund. I have two transaction numbers from **** showing the rejection back to Sonder. Sonder also supplied me an ARN number which after tracking shows the refund rejected and also back to Sonder.- In the process of trying to chat with them on my refund, they sent me another persons information as well. So due to this I now know someone else's reservation info which seems illegal on their end to share another customers information. -The original account and card used for this transaction was closed. The bank was able to open a new account and link my old debit card to it last week so that a refund could be issued to that card. My bank is doing everything they can in this situation and has been great.

    • Initial Complaint

      Date:06/27/2025

      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 June 23rd I checked into a sonder property with broken air conditioning, with only a standing fan provided as recourse.
      On June 24th I raised a request for refund due to the lack of air conditioning. This ultimately resulted in an agreement to refund the one night that didn't have AC.
      On June 26th the incorrect refund was sent
      On June 27th Sonder refused to honor their agreement to one night refund and stood by the incorrect, lesser amount.

    • Initial Complaint

      Date:06/26/2025

      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 two different units from June 3 to June 6th at the Washington DC Location in Georgetown (********** ***)

      Upon entering the units I found widespread disrepair and health issues. There was mold, rust, visible decay of all the furniture, cracks on the walls, and broken items throughout the bedrooms and bathrooms. We had to change our plans and book a different hotel because the property was uninhabitable. Noone was available for onsite help - the only employee there was named ****** and she said "oh this is bad - that is really disgusting" when we showed her the unit photos.

      I have tried to contact the company nonstop for 3 weeks since the issue requesting a response and a refund for their issues. They refuse to respond to any of my emails. I have emailed every support email, legal, PR, etc.

      I even emailed ******** who has a joint venture with them and was told that ******** cannot help me.

    • Initial Complaint

      Date:06/26/2025

      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 booked 3 rooms with Sonder on 5/11/25 through the ******** App. Conf #: ********, ********, ********. All 3 rooms were booked as a pay later/pay when we arrive. Our arrival date is scheduled for 12/30/25-1/2/26.

      On 6/22/25 our credit card was charged for all 3 rooms. I called Sonder to inquire as to why they changed my credit card now (over a month after I booked the rooms) vs when we arrive and they said they had a system update and now I need to prepay. I told them that was not what I agreed to. They said they would look into it and call me back. No one called me back. I called a 2nd time and still no call back. Therefore, I called my credit card company and explained the situation. They filled a claim with Sonder and then I received a email on 6/26/25 stating all 3 of my rooms have been cancelled. I immediately called Sonder and they said that I would need to prepay now at a a higher rate and that they couldn't reopen my reservation.

      This is illegal and not acceptable. They are not honoring my initial agreement with them. I would still like my reservations for 12/30/25-1/2/26 for all 3 rooms at the initial rate and terms I agreed to.

    • Initial Complaint

      Date:06/16/2025

      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.
      On December 6, 2024, I reserved a 5-night stay (June 6-11, 2025) with Sonder Osage in ******, **. I booked this a full 6 months in advance to ensure the trip would go smoothly. I received an email notification on June 5, 2025, one day prior to my check-in, that my entire reservation had been cancelled "due to booking issues and over-selling." I immediately called customer service and spoke with a very kind customer service employee on the phone. I want to emphasize that she handled the situation as best as she could, and I am sure the last-minute cancellation was not her fault. I do not want her to be impacted by my complaints. I was told me that my refund should have been issued immediately. As of the writing of this complaint (June 16, 2025) I have not yet received my refund. After several back-and-forth emails, I was finally told that I would receive my refund within 7-10 business days of the cancellation. I was not given 7-10 business days of warning that my reservation was cancelled, so it feels unfair that I must wait 7-10 business days for my refund. I was also granted $100 of Sonder Credit. The value of $100 is much less than the added accommodation and transportation costs that I was forced to incur, unless I chose to cancel my trip altogether. Plus, the credit having so many stipulations (can only be used at Sonder, must be used within one year, etc.) makes it nowhere near worthwhile. Why would I ever book with Sonder again, knowing that my reservation could end up cancelled the day before my next trip? I asked Sonder to find a more reasonable way to make up for this serious inconvenience, but they have not offered any alternatives. Beyond my own inconveniences, I believe Sonder has several concerns to address in order to prevent this from happening again and/or to warn their guests of this possibility.Explanation of the amount of money I'm disputing withthe business: $1161.35 for the original reservation + $261 for the rental car

    • Initial Complaint

      Date:05/13/2025

      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 April 25, 2025 I was offered a 25% discount to stay at *** ******** ** ***. On Sunday, May 11, 2025 upon booking my stay for August 16-18, 2025, I noticed there was no option to enter the promo code. I chatted with a live representative from Sonder, *******, I was sent two different codes, neither of the two had the option. I was recommended to call two different numbers, *** ******** and *** ******** later in the chat when I was transferred to a different representative. On Monday, May 12, 2025, I called both numbers, the 617 number had me on hold for over an hour. Upon calling the 415 number, I spoke with *** who stayed on the phone with me for over an hour, but without a resolution. First, I was asked to forward the email with the promo code to check if the email was legit, so I did to ***********************. Once they were able to verify that the email was valid, I was told they would not be able to honor the code, because they’re are transitioning with ******* ******* I understand the transition; however, I don’t understand why it can’t be honor nor why they can’t offer me another option. I was given various different excuses for not honoring my a promo code that was offered to me and expires two days from this complaint. I’m also unable to enter a code for credit voucher and they’re are doing the absolute minimum to assist me.

    • Initial Complaint

      Date:04/20/2025

      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 made a reservation through the ****** app for May first until May third. I checked this morning and it said it was booked under another name. I dont know how or why but I dont know who this person is that the account is under. I proceeded to call Sonder in order to get it rectified however they gave me the runaround just like ******. They kept telling me to contact the other company in order to get a refund however no one was able to help me and both parties denied this situation being escalated. I then call them in order to get a refund and every refund but every representative I get into contact with says that theres nothing they can do for me. I paid $375.50 from which they charged me twice in which I was given $27 as a refund. This company is the worst company *** worked with as far as hospitality. I need a full refund for everything Ive been charged for. I have the screenshots to prove it for everything.

    • Initial Complaint

      Date:04/09/2025

      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.
      In January 2025, 2 friends and I reviewed and reserved what looked to be a beautiful Sonder 3 bedroom, 2 bathroom rental property in New Orleans for the nights of March 31 - April 3 (please refer to attachment 1). For the reservation, I paid the amount due of $1,044 on January 30 and an additional $34.50 on March 29 so we could have a late checkout of 1 p.m. on April 4.

      At no time during the 2 months did Sonder indicate there was anything amiss with our reservation of the property displayed in attachment 1.

      We checked it in at approximately 4 p.m. March 31 to find that Sonder had switched us to a dark, gloomy unit (unit #203) that had only a single film-covered window. It also had a broken towel rack, no hand towels, sand on the sofa, and a few roaches. Please refer to attachment 2. Roaches are not in the photos, they are very fast.

      I immediately called Sonder, who said they could not help me - there was nowhere else they could put us. The next day, I called ****, **** directed me back to Sonder.

      After several calls over several days, both finally stated there was “nothing they could do.” The property I had reserved was somehow not available and they would not transfer us to another rental. The last thing ***** at Sonder told me is that since Sonder provided a 3 bed, 2 bath rental, Sonder wasn’t obligated to do anything else.

      At that moment, I felt like I had reserved a **** but was erroneously given a ********* as a substitute because they both have a steering wheel and 4 tires.

      This was an important trip, years in the making, and we flew from different states with the expectation we would spend much of our stay in a spacious, window-filled rental. If you look closely at attachment 2, you can see there was no way for us to even sit in the “living area” together.

      I am asking for a full refund of money paid to Sonder - their malicious business practices heavily and negatively impacted our trip.

      Thank you for your assistance.

    • Initial Complaint

      Date:03/17/2025

      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.
      On Oct 21, 2024 I booked a studio room with Sonder through ********** for 3/28 and 3/29/25 in order to attend the ***** ****/****** ***** concert in *******, **. On March 11, 2025, we received notice from the venue that ***** **** will not be able to perform on that date for medical reasons and the concert was rescheduled to 11/15/25. I requested to change room to the new date but it would cost an additional almost $400 to do so. I requested that they waive that additional cost as this was out of our control but they declined. I requested to cancel for refund which they also declined. This is not good business when we had zero control over this change. All I wanted was to just simply move my reservation to another date.

    • Initial Complaint

      Date:01/28/2025

      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.
      Miserable stay. Spent 2 days next to a room with a large breed barking dog - despite having a "no pets" policy clearly stated on their www. Lost $200 worth of food due to faulty wiring / fuse for the refrigerator that went out (found out this was a known issue to their staff "just flip the breaker". Several attempts to contact customer service with no reply. Doubt I'll get one here either seeing they have 126 unanswered complaints. Unfortunate.

    Sonder Hospitality USA is NOT a BBB Accredited Business.

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