Sonder: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2024-06-18 to 2026-01-25. TrustScore 1.3 from 602 total reviews — see the Trustpilot page. Quick answer: is Sonder legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 36 out of 92 identified complaints citing this issue. Support being unreachable was the second most common complaint, accounting for 18 reports. Billing errors and properties not matching their description were also frequent, each appearing in 15 complaints.
How to reach Sonder
These are the contact details Sonder publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, address Gough St 450, San Francisco, 94102, US.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 20 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 27/11 Win a fabulous Beck Sonder Gaard Scarf/Bag Set (TW)”, “E: 28/02 Win Labour Of Love By Vibe Ulrik Sondergaard”, “E: 28/02 Win a 3-night stay for 2 at Sonder's Royal Garden Apartments in Edinburgh”.
Elsewhere: 3★ on Google (1 reviews)
Severity: 41% of this company’s 92 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.9 days between the experience and publishing their negative review (93 reviews record both dates).
Sector benchmark: support unhelpful makes up 39% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 13 of this company’s 602 Trustpilot reviews (2%) were written in the last 12 months.
What are the most common complaints about Sonder?
Support unhelpful
36 reports · 39% of complaintssteady“Their only remedy was - to offer ear plugs.”
3 readers marked this review helpful on Trustpilot.
“I repeatedly requested manager callbacks over several days — not one manager ever bothered to get back to me”
2 readers marked this review helpful on Trustpilot.
“they would charge me $2,600 for one night”
2 readers marked this review helpful on Trustpilot.
Support unreachable
18 reports · 20% of complaintssteady“three of their webpages are down. No one has replied to my customer service request”
3 readers marked this review helpful on Trustpilot.
“For two months, Booking has been trying to contact them, and they simply ignore the requests.”
2 readers marked this review helpful on Trustpilot.
“I repeatedly requested manager callbacks over several days — not one manager ever bothered to get back to me”
2 readers marked this review helpful on Trustpilot.
Billing errors
15 reports · 16% of complaintsrising since 2025-07“they cancelled my room (without explanation) and are keeping my $922.68”
3 readers marked this review helpful on Trustpilot.
“Anyway I had to go to the credit card company to et the money back.”
1 reader marked this review helpful on Trustpilot.
“Upon reviewing the credit card statement online the following week, they did charge us.”
1 reader marked this review helpful on Trustpilot.
Not as described
15 reports · 16% of complaintssteady“Their only remedy was - to offer ear plugs.”
3 readers marked this review helpful on Trustpilot.
“both rooms had cockroach infestations and looked nothing like the photos”
3 readers marked this review helpful on Trustpilot.
“seems they are not able to get my room cleaned or put me in another room”
2 readers marked this review helpful on Trustpilot.
Hard to cancel
14 reports · 15% of complaintsfalling“they cancelled my room (without explanation) and are keeping my $922.68”
3 readers marked this review helpful on Trustpilot.
“stay has been cancelled because of a ‘technical error’. No warning”
2 readers marked this review helpful on Trustpilot.
“They cancelled our reservation twice”
2 readers marked this review helpful on Trustpilot.
Refund refused
13 reports · 14% of complaintsfalling“after 3 days of haggling about the price, which was £500 less than we paid ,we were reimbursed with £297”
4 readers marked this review helpful on Trustpilot.
“I have tried to get a refund (as many others have) and keep getting the run-around and useless excuses and promises that never materialize.”
2 readers marked this review helpful on Trustpilot.
“charged $892.72 instead, which is $102.70 more than the agreed amount”
2 readers marked this review helpful on Trustpilot.
Compare Sonder with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-10.