Customer ReviewsforSonder USA Inc

Sonder at The Promenade in ***********, ** isn't a registered property under the BBB (Better Business Bureau). They don't have any physical customer service representatives and most communication is AI-generated. Their cancel policies are completely unreasonable, no leniency for issues outside of guests control. Zero resolutions, just a money grab. Shame on any third-party (Expedia, Zillow, Air BnB etc.) hosting their properties.I will no longer book through Expedia due to this horrible experience. Zero resolutions just a money grab.

Completely unreasonable cancel policies. Absolutely no leniency for issues out of the guests control. Hotel customer service is AI so no way of getting a resolution.

Absolute worst customer service - they are a large corporation that does not care about you as a guest. We dealt with cleanliness and safety issues and it was impossible to get an acceptable response. Getting a local person on the phone took days. They admitted to being aware of safety issues and not disclosing them - would not take responsibility. Their rooms cost too much for such poor service. Scam!

AFTER we booked our non/refundable room we were told that we would not be able to get into the hotel unless we completed the online check-in process. While travelling, I had to send photos of the front and back of my license, as well as ***************** of the front of my face, the left side of my face, the right side of my face, all of my personal info, and a second credit card for incidentals. So they force you to put all of your personal info on line, including ***************** of your face, your address, license, etc. And . . . You have to do it 4 times. The process didnt work in Safari, then wouldn't work in Chrome. Then you realize it won't work unless you register as a member. Then you realize that it wont work unless you download their app and check- in through that. A ridiculous, time consuming, degrading process that compromises your security for the rest of your life. We will never, ever stay in a Sonders hotel again.

I stayed at this hotel on December 16, 2023 in ************. I arrived there got in I was told to put my luggage in a locker which I did when I woke up the next morning my stuff had been taken. I went to the front desk to inform them that my stuff was taken. They looked at the video and sound the people that took my stuff, up at all everything went to h*** they refused to answer my calls they legal team refused to get in touch with me. I called the police I made a police report. They are no help whatsoever and I would highly recommend you never stay at the hotel and ************ ************ because they are s*** they do not help you. They do not care and I am trying to get reimbursed for the stuff that was taken. They have all of it on video and they are just ignoring me .

For two years, I have been unable to book with the Sonder. Then, when I try to communicate with them and come to a resolution, as to why, I am told to respond via email when I responded via email laying out all of the facts they then ignored me and never responded further giving any sort of explanation. At first they said it was a problem with my identification. Now the second year they wont even give a reason. They have just sent me the generic email that I was flagged as someone whod violate their house rules. I have never even been able to stay there. From the first time I tried to book they profiled me as this. I am 1 of three girls who stays here at the same time of year and I am the only one of dark complexion. Im seriously feeling like I am being racially profiled. They have no way to get into contact with the department responsible for canceling my stay, other than email. However they do not respond via email. I dont know how they think this is good business

I ordered a metacycle two years ago, never received it, Asked for my money back 10 times no response

We stayed in a Sonders in *****. We did not have a car and we were charged $100 for a missing parking pass. I repeated the fact that we did not have a car. We were told the decision was final, so I am out $100 US.The other problem we had was one of the group could not use stairs. The room was handicap accessible, but there were no elevators! Never again, especially after reading the reviews below!!!!

They collected more information about me than any company I have ever dealt with in 66 years of life. I am not sure why they need all that information and I have no reason to believe they are not selling it. The only thing they do not have about me is my SS#. Moreover, they asked me to give them my credit card information 3 separate times, and refused to allow me to check in without it, all 3 times. I had to go through the same verification process 3 separate times. And when I called customer service because their system online failed and would not allow me to continue (screen froze; I tried 2 different devices 6 separate times) I was told that they needed to verify my Credit Card. I pointed out that I had already given them this. I was put on hold for a total of 40 minutes. I was directed to try 3 more different methods online. When the 3rd one worked, I said to the agent: "You told me you needed my credit card information, but I never gave you that again." She replied that they already had it through Expedia. Hence, a previous lie. At best, they are incompetent and their system doesn't work. I believe it is just as likely they are gathering huge amounts of biometric and other data on me to sell. It's seems a legal version of Phishing. Just tonight, a day away from my check in, when I had still not received information about how I was supposed to do that. I had to provide all the same information yet again, including my biometrics, front and back picture of my Drivers License, my credit card number (again!!!!) my address, email, phone number and more. It is insane. Finally, after literally hours of work on my part simply trying to provide them with the information they have collected numerous times, they sent me check in information, less than 36 hours before I will arrive. There is something fishy about this company and, having checked reviews, I am not the only one who thinks so. It is far easier to book a hotel room or an AirBnb.

This company is riddled with issues and quite frankly a scam! They are good at listing properties that they make look amazing online only to have you arrive to a dumpy, beat up apartment that is often times dirty. The first time this happened I was furious and waited almost 2 years to give them another chance.I just booked a week in ****** for my family and I and the stay was well over $5500 and we arrived to an apartment that I wouldn't even spend $200/night for. Their service, lack of empathy and inability to support their guests make it even worse. The worst money I have ever spent and I will NEVER use them again.Moreover, I plan to let everyone I know about this experience and to avoid Sonder at all cost.