Sonder
Sonder is a tech-driven hospitality company offering design-forward apartments and boutique hotel accommodations in over 40 markets across 10 countries, combining the space of an apartment with the consistency and service of a hotel through innovative app-based technology.
Sonder customer service
Use any of the convenient means below to contact Sonder customer service.
| Phone | (844) 985-2750 |
| Web | https://www.sonder.com/help |
| [email protected] |
Headquarters
101 15th St
San Francisco, CA 94103
(844) 985-2750
[email protected]
Returns
What is the return window?
You may cancel any reservation up to 24 hours after booking as long as it is at least one day before your check-in. Cancel or modify more than three days before check-in and get a full refund under the flex rate policy.
How will I receive my refund?
You may cancel a completed STA/Hotel Reservation at any time, and may be entitled to a refund, subject to the version of our cancellation policy posted on our website and effective at the time your reservation was completed. Refunds are typically processed back to the original payment method used for booking.
Are there any items that are non-returnable?
Cancellations made more than 24 hours after booking are non-refundable under certain rate types. The specific policy for your reservation is dependent on the rate selected at the time of booking. For longer stays that are paid monthly, We require at least 30 days notice to cancel or modify without fees.
What if I received a damaged or incorrect item?
In the event that a STA/Hotel Property becomes unavailable for the whole or any part of the applicable STA/Hotel Period of Occupancy for any reason, we will endeavor to arrange for suitable alternative accommodations during the Period of Occupancy. If we are unable to find suitable alternative accommodations during this period we have the right to cancel the applicable portion of the STA/Hotel Period of Occupancy and we will credit you with a full refund.
Can I return online purchases in-store?
If you purchase a subscription or request or complete a subscription reservation for one of our properties through a third party or third-party website, stricter cancellation policies may apply. Please review such third-party policies before submitting your STA/Hotel reservation request and make sure you agree with the applicable cancellation period.
Editor's Take
So here's the thing about Sonder-it's kind of like if a hotel and an Airbnb had a baby, but that baby grew up to be way more sophisticated than either parent. Founded back in 2014 by Francis Davidson (who started this whole thing as a college student subletting his Montreal apartment), Sonder has basically carved out this weird middle ground in hospitality that nobody knew they needed until it existed.
The company manages over 9,000 units across 40+ cities in 10 countries, which is pretty wild when you think about it. But what makes them different isn't just the scale-it's the whole approach. Unlike Airbnb where you're basically rolling the dice on whether your host is reliable, Sonder actually leases and manages all their properties directly. So you get that apartment-style space with a full kitchen and washer/dryer, but with hotel-level consistency and design. And honestly? The design part is legit. They work with world-class architects to create spaces that don't feel like your aunt's spare bedroom or some cookie-cutter hotel room.
The tech angle is where things get interesting. Everything runs through their app-check-in, requesting towels, getting restaurant recommendations, even calling an Uber that automatically loads your Sonder address. It's all self-service, which some people love and others find a bit impersonal. There's no front desk to chat with, no bellhop to help with bags. You get a keycode sent to your phone, and boom, you're in. They've got 24/7 support available through the app, but it's definitely a different vibe than traditional hospitality.
In August 2024, Marriott International signed a 20-year licensing deal with Sonder, adding 10,500 rooms to Marriott's portfolio. This was kind of a big deal-it meant you could start earning and redeeming Marriott Bonvoy points at Sonder properties. For a company that went public via SPAC in 2022 and has had its share of financial ups and downs (including laying off 21% of corporate roles in 2022), the Marriott partnership felt like a validation of the model.
The pricing is usually competitive with mid-range hotels, and they offer discounts for longer stays-which makes sense since they're targeting business travelers, digital nomads, and families who want more space than a hotel room. You can book directly through their website or app, or find them on platforms like Airbnb and Booking.com.
Notice how they've basically eliminated the inefficiencies of traditional hotels? Smaller lobbies, self-service luggage lockers, digital everything. It's all about using technology to cut costs and pass those savings to guests. Whether that's the "future of hospitality" or just a different flavor of it probably depends on what you value in a stay.