Sonder Omdömen 602

We reserved a room in September 2025 for a stay in January. En route to our destination, we tried the app to get our access code, but the app wasn’t working. We called Marriott (we reserved through Marriott Bonvoy) and were told that we should’ve gotten an email notification that the reservation was canceled and given a refund. Their phone number no longer receives calls. Marriott won’t refund money and we haven’t gotten anything from Sonder.

J’avais une réservation au Sonder Court Square Apartments – Long Island City du 27 décembre 2025 au 3 janvier 2026.
Un mois avant mon séjour, Sonder a annulé ma réservation à cause de la fin de son accord avec Marriott.

Aucun relogement ni solution alternative ne m’a été proposé.
J’ai dû réserver un autre hôtel moi-même, ce qui m’a coûté près de 500 € de plus.

Révervation annulée à moins d'un mois avant le séjour à new york, entre temps les prix ont triplés, aucune option n'a été proposée. courage aux milliers d'employé viré du jour au lendemain également.

I booked a hotel in Edinburgh with a pay-on-departure condition, but discovered that the full amount was charged to my bank account on the day of booking. To make matters worse, the reservation was cancelled less than a month before my stay—during one of the busiest times of the year. I’m now stuck trying to fight for a refund, with no clear resolution in sight. Completely unacceptable and very disappointing experience.

Predatory billing practices. A disgrace to the Marriott Bonvoy brand. Glad to see Marriott is canceling their strategic partnership!

I had a reservation at Sonder Rideau in Ottawa for October 10-13, 2025, that was made and paid for in August 2025. On October 9th I was checking my credit card balance and noticed a refund from Sonder. Called to confirm and was told that the reservation was cancelled Sep 22nd as they no longer own the property. Did not receive any notice. Why did they take reservation in the first place and why return my payment Oct 9 if reservation was cancelled Sep 22? Will NEVER book Sonder again

Sonder Dubai JBR is part of the Marriott group. When we arrived at night, we were told we would receive an upgrade because we have Marriott Gold status. That “upgrade” was a sham. We were placed in apartment 203 on the second floor. In lower floors this turned out to be a complete mistake.

All night we could hear club music until around 3:00 AM, and the entire apartment vibrated. Our children and we could not sleep. At the front desk we sought help, but they could not do anything at that moment, promising to forward it to the manager. We were told everything was fully booked and only from October 12 a quieter apartment on the fifth floor would become available — until then we would have to stay in the noisy unit. That was unacceptable.

We demanded alternative solutions. They offered another Sonder hotel in the city, but with an additional charge and without beach access. Ultimately they only offered us Sonder credits instead of a refund. Only after I threatened to contact the tourism authorities did they agree to refund the cost back to our credit card — except for the one night we had stayed, which I accepted.

We then moved to Hilton Dubai Jumeirah — and it was miles better. Sonder has excellent furnishings, but if you end up in a second or lower floor apartment, it’s a total failure. The music and vibrations from the club until the early morning, plus daytime piano noise from the lobby, made staying unbearable.

We lost a full day in Dubai, and the experience left our children with a negative first impression. I strongly advise never to accept rooms in lower floors — and caution against any promised upgrade that never materializes.

Just terrible.
Avoid this shoddy hotel.
Customer service is non existent.
Despite repeated attempts our issues have never been addressed. We have asked to escalate to make a formal complaint and again - silence.

Customer service is absolutely horrible. Worst I've ever experienced.

If you are used to Marriott services and expect the same from Sonder, you will be sorely disappointed. Their customer service takes forever, seemingly because they are not staffed properly, they do not respond to requests, and they take no responsibility for issues that arise. Just stay at a hotel or Airbnb.

Beware of Sonder! This is not a hotel. There is no one to help you. No front desk. If you have any problems expect to be exhausted trying to fix it. It is way overpriced for what you get. For us the code to get into the room didn’t work. There was one little elevator that fit 2 people. So I had to go up and down 4 flights of stairs several times while trying to get into the room. Our room had a chemical smell that was so bad that we had to leave after 5 minutes. It caused nausea and a burning sensation in our nose and eyes. Like someone had died in the room and they had to use something harsh to cover the smell. I have never experienced anything like it. Sense there is no front desk, just a low level employee that can’t make decisions, she really couldn’t help us. We had to call Bonvoy on the phone. It takes 5 minutes to get past the AI answering service to talk to a human. Then we got disconnected 3 times. In total it took 2 hours on the phone to get reimbursed for our points and moved to a different hotel. The entire time we we sitting in the hallway because it was not possible to stay in the room. The Sonder employee would have only reimbursed us for the second night. We could not change rooms because they were full. However it was impossible to stay in our room due to the chemical smell. In fact, after just being in the room 5 minutes, it took over three hours to stop smelling the smell and feeling normal again. This was a crazy experience. I only use Bonvoy when I travel. I am shocked that Bonvoy allows Sonder to be a part of it. There should be a warning label on the Bonvoy App regarding Sonder “Hotels” explaining that it is not a hotel. I would recommend you avoid any Sonder, it is not worth the hassle if something goes wrong. It is like they are trying to be a corporate Airbnb, but there is no customer service or accountability. It feels like a scam, like a bait and switch and then you are stuck.

I had a great experience with Sonder/Marriot in Dubai. The amenities are amazing and has no issues during my stay. The onsite staff are friendly and helpful which made my experience pleasant and positive! Only gave a 4 star rating as the virtual staff of Sonder takes a bit time to resolve my inquiries. Overall the onsite staff and virtual customer support of Sonder are helpful. I would not mind staying with Sonder again in the future.

HORRIFIC CUSTOMER SERVICE PROTOCOLS. You guys need to wake up or you'll be belly up just like all these other Aparthotel operations previously.

Sonder Indistrialist Brooklyn.
I booked and paid for a king-size balcony suite for a 3-night stay six months in advance. When I arrived after a full day of travel with my kid, drenched from a rainstorm there had been an error and they put us in the smallest room l've ever seen for the first of three nights, leaving us to re-situate the next day. I would never book a room like where I stayed that night. I have years of proof of my travel. They gave me a partial refund for the first night after | complained but should've take the whole first night off. This error negatively impacted my entire trip which my child and I had been looking forward to half a year. It's been over a month and I've had multiple email exchanges with faceless agents, they didn't do what they promised, and clearly care more about a hundred dollars than the experience I had. I should've read the reviews. Next time I'll stick with Airbnb. One staff member was sympathetic but everyone else has been cold and useless, more concerned with their corporate numbers. What a shame.

I stayed at three nights at Sonder by Marriott Bonvoy La Galerie, Old Montreal. Just after I left the hotel, I realized that I forgot some of my clothes in a drawer. I called the hotel to tell them that I would like to come back to pick up my belongings, and the person on the phone told me that the team would call me back with a pick-up time for my clothes, but no one did over the next two days. I called back a few more times, but to know avail, they were simply not able to schedule a pick time for my clothes. Even worse, they wanted my personal information again (including my passport number!) which made me worry that I as dealing with a bunch of identity scammers! This is too much like staying at an AirBnB, and definitely not like staying at a typical Marriotts property, wouldn't recommend it to anyone.

Januar 25 für September 25 via AirBnB gebucht. Hatte mehrmals via App Kontakt und erhielt mehrmals die Bestätigung, dass alles in Ordnung sei. 5 Tage vor Anreise kommt die Stornierung bei AirBnB, Sonder verneint dies auf eigenem App während der online Unterhaltung mehrmals um dann nach 3 Stunden doch noch abzusagen wegen angeblicher Überbuchung. Der schlechteste Service überhaupt, keine Hilfe eine Alternative zu finden, wälzen das Problem einfach auf die Gäste ab.

My daughter reserved a TWIN room (Room, 1 Twin Bed, Non Smoking) for 196 €/day for three nights. The room I got for that price was the 344. Its surface, which I measured from the evacuation floor plan posted on the door, was not more than 9 (nine) square meters : a corridor of 2 m width and 4 meters length with an additional one square meter for the shower at one of its extremities. The width of the other extremity was occupied with the bed of about 1 meter width altogether installed just below the window. With a little more than 2 square meters for the toilet and shower, the remaining “free space” was not more than 4.5 square meter, partially occupied by a closet, a round table on the same side and another one below the television (that doesn’t operate for economy reasons) on the other ! Finally, the free floor space was not more than 1.5 square meter at the most. Altogether, the room for a single person in a Marriot hotel has the surface of a prison cell in Germany (you can check via Wikimedia). I spent my first night in my prison cell but I couldn’t imagine spending two more nights there. I thus requested a change of accommodation, according to the price paid, that was granted (room 104). This was nice since the room was probably around five times larger. I was very much surprised that they didn’t propose compensation for the first night and for the trouble imposed to me.
Marriot (Sonder) should be ashamed to HAVE AND RENT such a so called room, especially that the cleanness is at the limit of acceptable, there is no shower curtain in spite that the holes for it are there.
For the rest: the situation is ok but the hotel is not at the standards you expect from the advertising and the Marrriot signature.

Hola, nos alojamos en el Sonder Valencia 1 Madrid desde le 13 de agosto 2025 al 20 agosto 2025. Debido a los calores intensos salimos de Madrid con tan mala suerte que mi marido sufrió una descompensación y tuvimos que regresar por prescripción médica el 22 de agosto devuelta recién a Madrid. Escribí al hotel Sonder explicando mi problema y muy amablemente me dijeron que se iban a encargar de nuestras maletas y que las buscáramos al llegar devuelta a Madrid. Avisé que había quedado algo en el placard unas camperas de hombre gris y un chaleco verde largo de mujer con cierres.Pues las camperas no las recuperamos. Yo quisiera saber quién fue la persona que entró al 409. Las camperas estaban y alguien las tiene. Me tomé el trabajo de leer los reviews y esto pasó a menudo. Una vergüenza!!!
Gloria Freixas Argentina

You would think that by partnering with Marriott Bonvoy, a MB member would be able to cancel their one hotel (two months out) for another MB hotel. Not the case. Very, very, very disappointing. Membership has no privileges, I guess.

SONDER IS A SCAM. I booked my stay through Hotels.com and paid in full on 5/19. After my stay in August, Sonder charged me $850 FOR NO REASON. I called customer service to get a refund and they gave me the runaround. After one day, they said my refund will be processed in 24 hours. After the second day, I called to follow up and they said snappily that the refund will be processed in 24-48 hours. On the third day, they told me my refund will be processed in 7 TO 10 BUSINESS DAYS. For some reason, customer service cannot give any proof that my refund will be processed via email AND I ABSOLUTELY DO NOT TRUST THIS COMPANY TO GIVE ME MY MONEY BACK. DO NOT BOOK YOUR STAY HERE.