This was the single worst experience I’ve had with accomodation. Sonder escaped a massive lawsuit by offering me a full $1600+ refund after I caught them red handed. My advice is that you stay away from this company, and find yourself a different place to stay. Like you, I was viewing their listings, only to discover their level of dishonesty and unprofessional conduct. I’m a graduating Doctor of Law, which is why Sonder decided to refund me asap.
The story:
Sonder advertises its apartments using luxury images and promises you a venue exactly like the photos you see. Once you pay, you’re assigned an entirely different venue, one that is small, poor, horrible, filthy, and nothing like the images you see. Hair all over the bed, pubes in the toilet and on the seat, and the banging noise is never-ending. There is also zero communication skills or customer service - The concierge is empty 24/7, and there are no building supervisors. When you call Sonder in Canada/USA you’re given a UK number, the agents you speak to are not in the UK, but in other third-world countries (call centers basically). You’ll hear children yelling, dogs barking, cars honking in the background- except for a solution to your problem. They’re only authorised to take notes down and cannot offer any solutions. They’ll get back to you within 24-48 hours - while you get charged for being conned into paying for a horrible apartment, nothing like what was advertised.
Since walking into the apartment, I made 12 calls, spoke to 15 different people at Sonder on both the phone, chat and email. There is zero coordination, and you have to re-explain yourself each time. I have images, but there’s no option to share them here.
I want to thank Airbnb staff for their professionalism. They resolved my issue and got me the full refund I demanded - not a dollar less. I reserved another place with Airbnb.
Sonder needs to be held accountable. Stay away from the Sonder Scam.