My experience with Sonder is exactly why large companies like this should not be allowed on Airbnb. 48 hours before my checkin, Sonder sent me checkin instructions for a clearly inferior unit in an inferior location, in an inferior building (for $500/night). I contacted Sonder, and for over 12 hours, they ignored my messages, emails and phone calls. I got Airbnb involved and they were ignored as well. When I finally got through and asked about their stated 24/7 customer service, their representative said that the 24/7 customer service didn't apply to Airbnb, and basically they would answer whenever they felt ready to-then she hung up on me.
I felt scammed and felt like Sonder was pulling a classic "bait and switch," as the unit I had reserved and paid for was still being advertised on several sites for the days I had paid for. I spent many hours trying to get them to acknowledge that they had made a mistake and then to give me the unit they had advertised and I had paid for.
The problem was finally fixed when I got through to a customer service rep who actually cared, but this should not have happened. The least they could have done was answer my repeated messages in a reasonable amount of time. I went to Trustpilot to check out their reviews and I a not the only customer who has had problems with them.
The apartment was ok when we were finally able to get in (you had to basically kick the front door to get in--something not explained in the checkin instructions), but I certainly won't be renting from Sonder again.