If you’ve completed pre-arrival verification, and it’s within 24 hours of your arrival, you should have access instructions in your email inbox and Sonder app. If your access codes aren’t available and there is a notice on your instructions stating ‘To view your access details, please update your payment,’ there is an issue with the card you provided. To receive access instructions, follow the guidance below based on the booking site you used:
- If you booked directly with Sonder or Marriott, follow the steps outlined in How Do I Update My Credit Card Information? to update the card on file.
- If you booked through Airbnb, follow the steps outlined in Something went wrong with your payment - Airbnb Help Center to update the card on file.
- If you booked through Booking.com, follow the steps outlined in How can I add or remove a credit card? to update your payment method.
- If you booked through another online booking site like Expedia, VRBO, or Hotwire, please contact them directly for assistance updating the card on file.
- If you booked with a Sonder sales representative, please contact them directly for assistance updating the card on file.
FAQs
Can I change the method of payment after booking?
If you booked using a pay-later option, you can change the method of payment on Marriott.com (see steps here) or the site you booked with. Once you’ve paid for your reservation, you won’t be able to change the method of payment used. However, you can cancel and rebook your Sonder stay using an alternate method of payment if you’re within your cancellation policy.
I updated the payment details on an online booking site, but I still don’t see my access codes. What should I do?
If you’re still having trouble, please contact our 24/7 support team for assistance. We’re more than happy to help!