Be VERY VERY careful when booking at Sonder.
I was a customer that made a booking and not even 2 hours later I had to cancel because of EXTENUATING CIRCUMSTANCES. Due to Australian government rules not allowing Australians back to their own country again. I had to cancel so I could apply for a medical exemption via an in person consulate meeting in Vancouver which meant I couldnt go to Montreal for my work stay.
Sonder's response was "we arent giving you any refund and your circumstances are unfortunate but dont meet any means for an alternate solution."
What a disgrace!!
For all that are interested, this is what I wrote to them via email and this is how I was treated. Thread below:
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Good Morning,
I have spoken to the hotel as requested. They have categorically stated that I can only get any resolution on any matter to do with this booking with Airbnb.
So now, I am going to do a sequence of events to prove that this matter in fact falls under the 'Extenuating Policy' of Airbnb and I now want to seek a 100% full refund.
[Sequence of Events]
1. On Thursday 20 January at 9:21am PST I made a booking through Airbnb to book at the Sonder in Montreal, Le Richmond for 6 nights. From 21 Jan – 26 Jan
2. On Thursday 20 January at 11:21am PST, I received news from the Australian Government that my planned trip home after being stuck overseas without any way of getting home since February 2020 (over 2 years) got yet again cancelled due to Government Rules being imposed yet again for citizens getting home (see below articles);
https://www.abc.net.au/news/2022-01-20/wa-border-opening-delayed/100771492
https://www.dailymail.co.uk/news/article-10422525/Covid-19-Australia-Mark-McGowan-DELAYS-Fortress-WA-border-reopening-ruining-summer-thousands.html
Understand, this is a GOVERNMENT imposed travel restriction. 82,000 other Australians also had their plans cancelled. I live in Western Australia and am an Australian citizen and this is also easy for me to prove if needed (Passport, Home Address in Australia)
3. Immediately after receiving this news, I had to cancel my Vancouver – Montreal trip which would of seen me arrive in Montreal on Friday 21 January. As you can see this was done at 2:32pm PST on Thursday January 2022 (email showing cancellation with date stamp is attached)
Reason why this was cancelled;
i) Because my trip to Australia got cancelled, I have to apply for a medical exemption to get home still on February 5 2022, but also after over two years of being locked out, see all of my family. Again, if you want to see the rules you can visit here to see 'Medical Exemptions': https://www.wa.gov.au/government/covid-19-coronavirus/covid-19-coronavirus-travel-wa
ii) Now that I have done this, I will get determination by end of this week of either being approved or disapproved to fly on February 5th 2022 into Western Australia even though it was imposed a delay by the Australian Government
4. On that Thursday 20 January, I contacted Sonder and they said I had to do it via Airbnb
5. I started this process for either a refund or getting the booking rebooked for a later date literally 2hrs after I made the original booking
6. After going back and forth and back and forth with Airbnb you requested in the message trail above that I contact Sonder direct after they said they contacted you and Sonder asked me to contact them (see attached screenshots - of communication with Sonder Jan 24)
Sonder then stated I need to go through Airbnb to get any refund based on the circumstances and not through them as a hotel.
[Outcome Wanting to be Achieved]
1. A full refund is required. I meet not just one but TWO events that are covered under the Extenuating Circumstances Policy
a) Changes to Government Travel Requirements
b) Government Travel Restrictions
I would like to PLEASE get this sorted within the next 24hrs. Its created and caused so much stress and its getting actually very nasty the way I am being treated during this time. Being disrespectful to me isnt a sign of strength but it is more so the sign of disrespect and wit no empathy at all even though I fall clearly under multiple points for a full refund under the policies.
I can continue to show you more things. Booked Australia flights, Cancelled Australia flights, Rebooked Montreal flights (attached) - no problems at all. I can even get a travel agent to put it in writing. So give me direction on what more you now want. I keep giving you everything but for some reason Im constantly told what else to do over and over.
Thank you - contact me on XXXXXX
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This is how the Sonder support answered my above email;
Hi XXXX
I'm sorry to hear that we won't be able to host you this time. I hope you're doing fine today!
I have gone ahead and checked this reservation is non-refundable. Unfortunately, due to the cancelation policy, we are unable to make any refunds or changes to the booking at this point. I'm sorry that I'm not able to bring better news. I know this can be frustrating. Please know that we uphold whatever cancellation policy stated by Airbnb upon booking. I suggest reaching out to Airbnb for further assessing their extenuating circumstances policies.
If you have any questions or concerns, please don't hesitate to contact us. We're here to help.
Best,
Rowland P.
The Sonder Team
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So be VERY careful and know what type of chain you are booking with. Very risky business and zero care for its customers.