Guest User
February 9, 2023
We have rented from Sonder twice in the past, both times were in London and they were absolutely fantastic!!!! Our family booked a three bedroom at the medical center for a dive competition July 14-25, and we were excited to stay at Sonder once again!! Upon our arrival we were horrified absolutely horrified at the smell when we opened the door of stale cigarettes. The apartment looked nothing whatsoever like the one we booked, the walls had stains all over them, the doors also did, the rugs and floors were dirty, and the tubs had mildew that was removing all the caulking! We tried to go use the beautiful pools that were in the pictures on the Sonder website but apparently both pools were broken, and nobody in maintenance had any idea when they would be fixed, it’s 100 degrees Fahrenheit here!! I contacted Sonder and told them that we could not stay at the apartment, and it’s only been one hour but that it’s absolutely unacceptable! Sonder’s representative’s response was we have no where else to put you, and we can’t fix your issues. I asked for a refund to my card and was immediately hit with no absolutely not!!! So my wife called back and they told her that maybe they would give us a refund/ maybe not and to wait 48 hrs for a response! It’s been 48 hours, no response!! I have reported them to my credit card as fraud and my creditors are hopefully handling it. I’m now staying in a Marriott for the rest of my trip. Sonder customer service sucks!!!!!!