A wave of uncertainty has crashed over travelers who booked stays through Sonder, the once-promising hospitality company, as it navigates a rapid liquidation. The news has left guests scrambling, facing unexpected disruptions and a frustrating fight for refunds.
The situation escalated swiftly for many. Guests currently enjoying their trips received jarring emails – not from Sonder, but from Marriott – informing them that the partnership between the two companies had dissolved. These emails delivered a blunt request: check out immediately.
One traveler recounted receiving such a notice mid-stay, leaving them stranded and forced to find alternative accommodations on short notice. The promised reimbursement for the unused portion of their booking felt distant and uncertain, a small consolation for the upheaval.
The financial sting is particularly sharp for those who booked non-refundable rates. A Marriott Bonvoy Gold Elite member in the U.K. discovered her Montreal reservation canceled less than 24 hours before arrival. While offered 40,000 points, she ultimately paid more in cash for a replacement hotel, still awaiting the original reimbursement.
The core of the problem lies with Sonder’s impending liquidation, making direct reimbursement from the company unlikely. Marriott, while offering assistance, isn’t directly responsible for the initial charges.
Marriott is advising affected guests to pursue refunds through their credit card companies, acknowledging that they will facilitate the process but cannot guarantee a swift resolution. This indirect approach adds another layer of complexity to an already stressful situation.
If you are currently facing an unexpected checkout from a Sonder property, immediate contact with Marriott’s reservations center is crucial. Their customer support teams can assist with reimbursement claims and potentially help secure a new Marriott hotel, though discounted rates aren’t guaranteed.
For those with upcoming Sonder bookings made through Marriott channels, the advice is clear: cancel immediately and file a charge dispute with your credit card provider. This proactive step offers the best chance of recovering your funds.
The situation underscores the risks inherent in relying on partnerships within the travel industry. While Marriott is stepping in to mitigate the damage, the ultimate responsibility for refunds rests with Sonder, a company now facing its final chapter.
