Sonder, a property rentals firm that specializes in premium serviced apartments, has gone bankrupt, leading to many guests being asked to vacate their accommodations mid-stay. This situation arose after Marriott Hotels terminated its leasing agreement with Sonder due to what it described as a default by Sonder. Guests have reported difficulties accessing their rooms to retrieve belongings, with some actively searching for alternative accommodations.
Marriott has announced that Sonder rooms are no longer bookable through its website or app, although it is assisting customers who made reservations through its own platforms. Those who booked through third-party services are advised to seek refunds from their credit card issuers. Sonder indicated that financial difficulties, including challenges in integrating its systems and booking arrangements with Marriott, contributed to its downfall.
Founded in Montreal, Sonder competes with platforms like Airbnb and operates in over 40 cities. Its interim chief executive, Janice Sears, stated that the company faced delays in integrating with Marriott’s Bonvoy reservation system, resulting in substantial costs and a sharp decline in revenue.
Customers expressed frustration over a lack of communication regarding their reservations and difficulties in contacting Sonder when issues arose, particularly as some properties operate without staff and rely on codes for entry. Some guests stated that they felt misled by the association with Marriott, as they believed Sonder was backed by a reputable brand.
Marriott clarified that it does not charge customer cards for Sonder bookings but will facilitate refunds in coordination with other parties. The company operates a portfolio of over 9,700 properties globally. Meanwhile, Sonder plans to seek insolvency in all countries it serves. Marriott and Sonder have been contacted for further comments regarding the customer complaints.
Source: https://www.bbc.com/news/articles/c364yg7g351o?at_medium=RSS&at_campaign=rss