Guests Ejected Mid-Stay from Bankrupt Hotel Chain Sonder
Guests are facing unexpected disruptions in their vacations as the property rentals company Sonder abruptly declared bankruptcy. The sudden closure follows Marriott Hotels’ termination of their leasing agreement with Sonder, citing “default” as the primary reason.
– Customer Experiences: Many guests took to Reddit to voice their frustrations, with one person unable to access their room containing personal belongings. Others shared images of hauling luggage through city streets in search of new accommodations.
– Booking Issues: Sonder rooms are no longer available for booking through the Marriott website and app. While Marriott claims to assist customers who made reservations directly through their platforms, those who booked via third-party sites are advised to pursue refunds through their credit card providers.
– Financial Struggles: In a statement, Sonder acknowledged severe financial challenges, largely due to difficulties in integrating its systems with Marriott’s. This integration delay has incurred substantial costs, leading to a notable revenue drop as a result of Sonder’s involvement in Marriott’s Bonvoy reservation system.
– Customer Concerns: Several guests reported a lack of communication regarding canceled reservations, which has led to heightened anxiety. Without on-site staff, some faced issues with non-functional door codes, leaving them stranded and unable to retrieve their belongings.
– Brand Trust Issues: Many customers had previously chosen Sonder because of its association with Marriott’s reputable brand. Now, some feel betrayed, expressing dissatisfaction with Marriott’s support. One user criticized Marriott for being “useless” and noted the exorbitant rebooking fees at alternative locations.
– Future Steps: Sonder announced plans to seek insolvency in all operating regions. Meanwhile, Marriott boasts a portfolio of over 9,700 properties across 143 countries, emphasizing its robust hotel operations alongside franchising and licensing opportunities.
The abrupt downfall of Sonder not only disrupts guests’ holidays but also raises concerns about the reliability of alternative accommodation providers in the competitive rental market, particularly in light of its comparison to established platforms like Airbnb.