After completing your booking, you&rsquo;ll receive a receipt attached to your Booking Confirmation email. After completing payment for any extra services, you&rsquo;ll receive an updated receipt via email. You can also find your most up-to-date receipt in the Sonder App. To do so, follow these steps:
<ol>
<li>Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a title="" href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener">How do I download the Sonder App?</a> </li>
<li>Navigate to your stay details: Select the Stays tab and select your upcoming stay. </li>
<li>Download your receipt: Scroll down to the &lsquo;The important stuff&rsquo; section, select &lsquo;Booking details,&rsquo; and then &lsquo;Download receipt.&rsquo; The receipt will open in your internet browser. View and download your receipt from here.&nbsp;</li>
</ol>
<hr />
<h2>Frequently Asked Questions</h2>
 Why am I receiving the error message &lsquo;Receipt Unavailable?
<ul>
<li>If you booked with one of our partners like Airbnb or Expedia, reach out to the booking site you used to receive a copy of your receipt. If you did book directly with Sonder, reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team </a> for assistance.&nbsp;&nbsp;</li>
<li>If you redeemed Marriot Bonvoy points for your Sonder stay, click <a href="https://www.sonder.com/help/booking_questions/how-to-redeem-bonvoy-points?source=direct">here</a> to learn more about our partnership with Marriott.</li>
</ul>
&nbsp;
My receipt is incorrect. How do I get it fixed? Reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team </a> for assistance.&nbsp; We&rsquo;re happy to help!

How do I request a receipt?

Breakfast options will vary depending on your Sonder.
&nbsp;
If you need breakfast included throughout your stay, you can filter for Sonders that have breakfast available on our website or the app.
&nbsp;
Once booked, your breakfast options will be included in your check-in instructions or under My Stays on the app. To add breakfast using your Sonder App, follow these steps:&nbsp;
&nbsp;
Step 1. Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">How do I download the Sonder App?</a>
&nbsp;
Step 2. Navigate to your stay details: Select the Stays tab and then your upcoming stay.
&nbsp;
Step 3. Add breakfast to your stay, when available: Scroll down to &lsquo;The important stuff&rsquo; and select &lsquo;Breakfast.&rsquo; Review the breakfast details and submit payment.&nbsp;
&nbsp;
Please note that breakfast must be booked for the entirety of your stay for all guests.&nbsp;

What breakfast options are available?

Forgot your password? No worries! Follow the steps below to reset your password on Sonder.com or in the Sonder App.
<ol>
<li>Navigate to your Sonder App: If you need assistance accessing the Sonder App, see <a title="" href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener">How do I download the Sonder App?</a> </li>
<li>Initiate the password reset process: Below the login fields, you'll find a link labeled 'Forgot Password?' Click on this link to begin the password reset process. </li>
<li>Provide your email address: In the provided field, enter the email address associated with your Sonder account. This is where the password reset link will be sent. </li>
<li>Check your email: If your email address is registered in our system, you will receive a password reset link in your inbox. Navigate to your email and look for an email from Sonder with the subject line 'Reset your password.' Inside the email, click on the 'Reset password' button to be redirected to the password reset page. Don't see the email in your inbox? Make sure to check your spam or junk folder in case it ended up there. </li>
<li>Set your new password: Once you're on the password reset page, you'll be prompted to enter a new password. Remember, passwords are case-sensitive and must meet the following criteria:</li>
</ol>
<ul>
<li style="list-style-type: none;">
<ul>
<li>At least 12 characters long</li>
<li>Contains at least 1 uppercase letter</li>
<li>Contains at least 1 lowercase letter</li>
<li>Contains at least 1 digit</li>
<li>Contains at least 1 special character (e.g., !, @, #, $, etc.)</li>
</ul>
</li>
</ul>
After successfully resetting your password, you can use your new credentials to log into your Sonder account. If you encounter any issues or need further assistance, don't hesitate to reach out to our <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">24/7 support team</a>.

How do I reset my Sonder account password?

The pre-arrival verification process will take about 5 minutes to complete depending on local regulations and requirements. We recommend you use a mobile device to complete the pre-arrival verification, but you can also utilize a computer if that works best for you. To ensure you receive your access details prior to your arrival on your check-in day, please complete this process as soon as you&rsquo;ve booked your stay with Sonder.&nbsp;
Select where your booking was made from the below list to view the pre-arrival verification steps:&nbsp;
<ol>
<li><a title="" href="https://www.sonder.com/help/check_in_questions/sonder-website-checkin?source=direct" target="_blank" rel="noopener">Directly on Sonder.com</a></li>
<li><a title="" href="https://www.sonder.com/help/check_in_questions/reservations-checkin?source=direct" target="_blank" rel="noopener">Directly with the Sonder Reservations team</a></li>
<li><a title="" href="https://www.sonder.com/help/check_in_questions/airbnb-checkin?source=direct" target="_blank" rel="noopener">Through Airbnb</a></li>
<li><a title="" href="https://www.sonder.com/help/check_in_questions/ota-checkin?source=direct" target="_blank" rel="noopener">Through a booking site like Booking.com, Expedia, Hotels.com, or Hotwire</a></li>
<li><a title="" href="https://www.sonder.com/help/check_in_questions/Business-ta-checkin?source=direct" target="_blank" rel="noopener">Through another booking source like a corporate or sales agent&nbsp;</a></li>
</ol>
<hr />
<h2>Frequently Asked Questions</h2>
&nbsp;
When's the best time to complete pre-arrival verification? It&rsquo;s best to complete the pre-arrival verification process as soon as you&rsquo;ve booked your stay with Sonder. At the very latest we recommend at least 24 hours in advance and prior to any travel.&nbsp;
&nbsp;
Did you know many Sonder properties do not have an onsite front desk or reception? If you arrive without pre-arrival verification complete you will need to execute the process prior to being sent access info that will allow you to unlock the building and your Sonder space. In some instances, we need to review the information you&rsquo;ve submitted and may contact you about it. It&rsquo;s easier to address these situations ahead of time, and not when in transit or outside your Sonder.&nbsp;
&nbsp;
Who in my travel party needs to complete the pre-arrival verification process? If you&rsquo;ve booked directly with Sonder or you booked through a third party but paid Sonder directly for your stay (Booking.com, Plum Guide, or VRBO), the person that paid for the booking will need to complete the pre-arrival verification process.&nbsp;
&nbsp;
If you&rsquo;ve booked with Airbnb, or paid using a third party that leverages virtual credit card payments (Expedia, Hopper Homes, or a travel management company), then the person whose name the booking is under will need to complete the pre-arrival verification process.
&nbsp;
Can I complete pre-arrival verification when I arrive at the Sonder?&nbsp; Most of our Sonders don&rsquo;t have staffed front desks and rely on self-check-in. If you arrive without completing the pre-arrival verification online, you will need to complete the process in order to receive access details to unlock the building and your Sonder. In some instances, we need to review the information you&rsquo;ve submitted and may contact you for further information. Since this may take some time, it&rsquo;s easier to address these situations ahead of time, and not when in transit or outside your Sonder.&nbsp;
&nbsp;
If you want more information about why and how pre-arrival verification is completed, see What is pre-arrival verification and how do I complete it?. If you&rsquo;re having issues with pre-arrival verification, reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance.&nbsp;&nbsp;
&nbsp;
Do you accept temporary or expired IDs?&nbsp; We require active, permanent government-issued photo IDs during pre-arrival verification. If you are using a temporary ID, reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance.
&nbsp;
How often do I have to complete pre-arrival verification?&nbsp; If I have multiple Sonder bookings, do I have to complete pre-arrival verification for each booking?&nbsp; While most Sonder locations only require one pre-arrival verification submission, we are required by law to verify every stay in certain locations. Follow the steps highlighted above for each of your bookings - if one submission is sufficient, the system will let you know you&rsquo;re all set!&nbsp;
&nbsp;
I&rsquo;m having trouble completing pre-arrival verification. Can you help me?&nbsp; Please visit<a href="https://www.sonder.com/help/check_in_questions/pav_help?source=direct"> I need help with the pre-arrival verification</a> for assistance.&nbsp;

How do I complete Sonder's pre-arrival verification?

You can allow another guest to see your reservation details and manage your stay by following the below steps:
<ol>
<li>Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener"> How do I download the Sonder App? </a></li>
<li>Ensure pre-arrival verification is complete: If you haven't completed this yet, see <a title="" href="https://www.sonder.com/help/check_in_questions/how_to_pav?source=direct" target="_blank" rel="noopener">How do I complete Sonder's pre-arrival verification?</a> before moving to the next step.&nbsp; </li>
<li>Navigate to your stay details: Select the Stays tab and select your upcoming stay. </li>
<li>Add the guest to your reservation: Scroll down to the &lsquo;The important stuff&rsquo; section and select &lsquo;Booking details.&rsquo; Select &lsquo;Add guests to your party&rsquo; and type the full name and email address of the guest who you would like to share the stay details with then &lsquo;Send invite.&rsquo; </li>
<li>Have your guest accept the invitation: The guest will receive an email from reservations@sonder.com, notifying them that you have invited them to join the booking. They can select &lsquo;Accept Invitation&rsquo; to log-in or create a new Sonder account on the Sonder App. Once complete, they will have access to your reservation details and be able to manage certain aspects of your stay.</li>
</ol>
<hr />
<h3>Frequently Asked Questions</h3>
&nbsp;
What can a guest do when I add them to my reservation?&nbsp; Adding a guest to your reservation will allow them to:
<ul>
<li>View check-in instructions and access the mobile key</li>
<li>Chat with the 24/7 Sonder support team</li>
<li><a href="https://www.sonder.com/help/during_stay_questions/check_in_out_times?source=direct" target="_blank" rel="noopener"> Update the Check-in or Check-out time</a>, including viewing and confirming Early Check-in or Late Check-out times&nbsp;</li>
<li>View <a href="https://www.sonder.com/help/during_stay_questions/luggage_storage?source=direct" target="_blank" rel="noopener"> luggage storage options </a></li>
<li>Review <a href="https://www.sonder.com/help/during_stay_questions/parking?source=direct" target="_blank" rel="noopener"> parking options </a> and purchase a parking spot when available and needed</li>
<li>View wifi details, including network name and password, or connect to your Sonder&rsquo;s internet with the <a href="https://www.sonder.com/help/during_stay_questions/wifi?source=direct" target="_blank" rel="noopener"> one-tap Wi-Fi access </a></li>
<li>View amenities included in your Sonder</li>
<li>View the booking information such as your confirmation code(s), check-in and check-out date(s), the Sonder address, your cancellation policy, etc.&nbsp;</li>
<li><a href="https://www.sonder.com/help/booking_questions/modify_booking?source=direct" target="_blank" rel="noopener"> Extend the stay </a> (note: Sonder and guests who booked on VRBO only, if the stay was booked on another site you will need to manage your stay with them directly)</li>
<li><a href="https://www.sonder.com/help/during_stay_questions/daily_cleanings?source=direct" target="_blank" rel="noopener"> Request and schedule a mid-stay clean </a></li>
<li>Request a Lyft or Uber to or from the Sonder building</li>
<li>Review Sonder <a href="https://www.sonder.com/house-rules" target="_blank" rel="noopener"> House Rules </a></li>
</ul>
&nbsp;
How can I revoke a guest&rsquo;s access from my reservation? Please reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team</a>. We&rsquo;re more than happy to assist you with this!&nbsp;
&nbsp;
I don't see the option to add a guest. What do I do?&nbsp; You'll need to complete <a title="" href="https://www.sonder.com/help/check_in_questions/how_to_pav?source=direct" target="_blank" rel="noopener">pre-arrival verification</a> before sharing your stay details with another guest. If you've already completed this and still don't see the option to add a guest in your Sonder App, head to <a title="" href="https://www.sonder.com/profile" target="_blank" rel="noopener">My Stays</a> and select 'Add Guests' from the Manage Reservation dropdown. You should now be able to enter the guest's details and send them an email invitation.&nbsp;

How can I share my stay details with another guest in my party?

You can easily book a Sonder on <a href="http://sonder.com">Sonder.com </a>or your <a href="https://www.sonder.com/app">Sonder App</a> following these steps:&nbsp;
&nbsp;
Step 1. Enter your booking details: Choose your city, check-in and check-out dates, and the number of guests, then click &lsquo;Search.&rsquo;
&nbsp;
Step 2. Narrow down your search results: If you&rsquo;d like to be close to a specific address or neighborhood, type it into the &lsquo;Address or area&rsquo; textbox. You can also add filters such as parking, breakfast, or in-suite laundry and view the results in order of popularity, price, or distance using the &lsquo;Sort by&rsquo; dropdown.&nbsp;
&nbsp;
Step 3. Explore the available Sonders: Select &lsquo;See what&rsquo;s available&rsquo; to learn more about each building and offered room types. Review the ratings, included amenities, extra services, booking policies, and room specifics. You can also see a breakdown of the pricing by hovering over the &lsquo;i&rsquo; icon under the listed rate.&nbsp;
&nbsp;
Step 4. Book the Sonder space that fits your needs: Once you find the space that&rsquo;s just right for you, click &lsquo;Book.&rsquo; If you have a Sonder account, log in; if not, simply fill out the &lsquo;Guest Info&rsquo; to create one. If prompted, select your preferred rate plan (the refundable Flex Rate or nonrefundable Economy Rate). You can also select any extra services, like parking or early check-in, if available. Finally, choose your preferred payment method (you can check accepted methods <a href="https://www.sonder.com/help/booking_questions/accepted-payment?source=direct">here</a>) and click &lsquo;Complete booking&rsquo; to finalize your stay!
&nbsp;
Step 5. Complete pre-arrival verification: To ensure you receive your access details prior to your arrival on your check-in day, please complete this process as soon as possible following <a href="https://www.sonder.com/help/check_in_questions/how_to_pav?source=direct">How do I complete Sonder's pre-arrival verification?</a>
&nbsp;
Need help finding your perfect space? Call our Reservations Team by <a title="" href="/contact-info" target="_self">clicking here</a> and selecting your country's phone number or email us at <a title="" href="mailto:inquiries@sonder.com" target="_blank" rel="noopener">inquiries@sonder.com</a>. For stays 90 nights and longer, please email our sales team at <a href="mailto:sales@sonder.com">sales@sonder.com</a>.
<hr />
<h3>Frequently Asked Questions</h3>
How old do I have to be to book and stay with Sonder?
<div>
<ul>
<li style="font-weight: 300;" aria-level="1">The person making the booking must be at least 18 years old.</li>
<li style="font-weight: 300;" aria-level="1">Someone 18 years or older is required to be present for the duration of the booking.</li>
</ul>
Please Note: Some Sonders have a minimum booking and stay age requirement of 21 years (21+). This will be noted on the listing.&nbsp;
&nbsp;
How do I redeem or earn Bonvoy points for my Sonder stay?&nbsp; Click <a href="https://www.sonder.com/help/booking_questions/how-to-redeem-bonvoy-points?source=direct">here</a> to learn more about our partnership with Marriott.
</div>

How do I book a Sonder?

<h3>How do I set up chat notifications?</h3>
iOS Users:
<ol>
<li>Navigate to the Settings app.</li>
<li>Select 'Notifications.'</li>
<li>Scroll down to and select 'Sonder.'</li>
<li>Toggle&nbsp; 'Allow Notifications.'</li>
<li>Select how you'd prefer to be alerted of new chat notifications (e.g. toggle 'Sounds' if you'd like to hear a tone when a new chat is sent to you).</li>
</ol>
For more info, <a title="" href="https://support.apple.com/en-ca/guide/iphone/iph7c3d96bab/17.0/ios/17.0" target="_blank" rel="noopener">click here</a>.&nbsp;
<h3 style="color: #073937;">&nbsp;</h3>
Android Users:
<ol>
<li>Navigate to the Settings app.</li>
<li>Select 'Notifications.'&nbsp;</li>
<li>Select 'App.'</li>
<li>In the dropdown menu, select 'All apps.'</li>
<li>Select 'Sonder.'</li>
<li>Toggle 'Allow notifications.'</li>
</ol>
For more info, <a title="" href="https://support.google.com/android/answer/9079661?hl=en#zippy=%2Cturn-notifications-on-or-off-for-certain-apps" target="_blank" rel="noopener">click here</a>.&nbsp;
<hr />
<h3>How do I update my notification preferences?&nbsp;</h3>
<ol>
<li>Navigate to <a href="https://www.sonder.com/accounts/edit" target="_blank" rel="noopener">sonder.com/accounts/edit.</a></li>
<li>Scroll down to Notification Preferences.&nbsp;</li>
<li>Select which notifications you'd like to receive and how you'd like to receive them.</li>
</ol>

How do I change my notification settings?

Looking to change the email address or phone number connected to your Sonder account? No problem! Follow the steps below to update your email or phone number in the Sonder App.
<ol>
<li>Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener">How do I download the Sonder App?</a> </li>
<li>Navigate to &lsquo;Settings&rsquo;: Select the &lsquo;Profile&rsquo; tab (the rightmost tab on the bottom toolbar) and then &lsquo;Settings.&rsquo; </li>
<li>Update your outdated email address or phone number: Select your existing email address or phone number, and type your new email address or phone number. Select &lsquo;Next.&rsquo; </li>
<li>Verify your new email address or phone number: Email address: Locate the verification email in your old email address inbox and select &lsquo;Confirm email.' Phone number: You will receive a verification code via SMS to the new phone number. Copy and paste the verification code into the Sonder App to confirm your new phone number. </li>
<li>Confirm your new email address or phone number: On your app, select the back arrow in the top-left corner to view your updated email address or phone number.&nbsp;</li>
</ol>
<hr />
<h2>Frequently Asked Questions</h2>
 What if I don't have access to my current email address or phone number? Reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team </a> so we can securely update this information for you.&nbsp; 
Can I also update my birthday or name if I made an error when creating my Sonder account?&nbsp; You sure can! Follow steps 1-3 in the above section. Once in &lsquo;Settings&rsquo; on your Sonder App, select the detail that needs updating and type in the correct information. Confirm the detail was updated by selecting the back arrow in the top-left corner. 
Why aren&rsquo;t I receiving emails from Sonder about my upcoming stay?&nbsp; Verify the email address connected to your Sonder account is up-to-date. You can do so by heading to your Sonder App &gt; Profile &gt; Settings. If the email needs to be updated, follow the instructions above. If the email address is correct or there is no email listed, reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team </a> for assistance.&nbsp;&nbsp; 
Why aren&rsquo;t I receiving the SMS verification codes from Sonder?&nbsp; Make sure the phone number connected to your Sonder account is a cell phone that can receive SMS messages. You can check which phone number is connected to your Sonder account by heading to your Sonder App &gt; Profile &gt; Settings. If the number needs to be updated, follow the instructions above. If the phone number is correct, reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team </a> for assistance.&nbsp;&nbsp;

How do I update my contact information?

Sonder is a leading brand of premium, design-forward apartments and intimate boutique hotels serving the modern traveler. Launched in 2014, Sonder offers inspiring, thoughtfully designed accommodations and innovative, tech-enabled service combined into one seamless experience. Sonder properties are found in prime locations in over 40 markets, spanning ten countries and three continents. The Sonder App gives guests control over their stay. Complete with self-service features, simple check-in and 24/7 on-the-ground support, amenities and services at Sonder are just a tap away, making a world of better stays open to all.
 Full integration of Sonder properties with Marriott&rsquo;s digital channels, including Marriott.com and the Marriott Bonvoy&reg; app, is expected in 2025. In the meantime, Marriott Bonvoy members can experience Sonder during an early access period that begins October 30, 2024. During this time, members booking directly with Sonder can earn and redeem their Marriott Bonvoy points for Sonder stays. For all Sonder Customer Service Issues, Sonder Reservation support and specific Sonder Inquiries please follow: <a href="http://www.sonder.com/help">www.sonder.com/help</a>
&nbsp;
Members can enjoy the following at Sonder by Marriott Bonvoy effective October 30, 2024.
<table style="border-collapse: collapse; width: 99.7264%; border-color: #000000; border-style: solid;" border="1">
<tbody>
<tr>
<td style="width: 26.584%;">&nbsp;</td>
<td style="width: 10.8815%;">
Member
</td>
<td style="width: 11.2948%;">
Silver&nbsp;
Elite
</td>
<td style="width: 11.5702%;">
Gold
Elite
</td>
<td style="width: 11.4325%;">
Platinum
&nbsp;Elite
</td>
<td style="width: 11.9835%;">
Titanium&nbsp;
Elite
</td>
<td style="width: 16.2534%;">
Ambassador&nbsp;
Elite
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Earn Points
</td>
<td style="width: 10.8815%;">
✓
</td>
<td style="width: 11.2948%;">
✓
</td>
<td style="width: 11.5702%;">
✓
</td>
<td style="width: 11.4325%;">
✓
</td>
<td style="width: 11.9835%;">
✓
</td>
<td style="width: 16.2534%;">
✓
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Redeem Points
</td>
<td style="width: 10.8815%;">
✓
</td>
<td style="width: 11.2948%;">
✓
</td>
<td style="width: 11.5702%;">
✓
</td>
<td style="width: 11.4325%;">
✓
</td>
<td style="width: 11.9835%;">
✓
</td>
<td style="width: 16.2534%;">
✓
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Bonus Points
</td>
<td style="width: 10.8815%;">&nbsp;</td>
<td style="width: 11.2948%;">
10% Bonus
</td>
<td style="width: 11.5702%;">
25% Bonus
</td>
<td style="width: 11.4325%;">
50%&nbsp;
Bonus
</td>
<td style="width: 11.9835%;">
75%&nbsp;
Bonus
</td>
<td style="width: 16.2534%;">
75%&nbsp;
Bonus
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Late Checkout
</td>
<td style="width: 73.416%;" colspan="6" rowspan="7">
Details Coming Soon
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Welcome Gift
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Enhanced Room Upgrade
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Guaranteed Room Type
</td>
</tr>
<tr>
<td style="width: 26.584%;">
48-Hour Guarantee
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Your24&trade;
</td>
</tr>
<tr>
<td style="width: 26.584%;">
Ambassador Service
</td>
</tr>
</tbody>
</table>
&nbsp;
<hr />
<h3>Sonder Overview</h3>
Convenience is key for the Sonder guest; we&rsquo;ve swapped the traditional check-in experience for something better. Before arrival, guests securely verify their identity in order to receive access codes for their stay. Everything can be found in the palm of your hand using the <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview">Sonder App</a> where you can also chat with our remote support team 24/7.&nbsp;
&nbsp;
Who do I contact if I have an issue with my Sonder stay? If you need any assistance throughout your Sonder stay, contact our <a href="https://www.sonder.com/contact-info">24/7 support team</a>.&nbsp;
&nbsp;
What if I call Marriott with a question regarding my Sonder by Marriott Bonvoy stay? Can Marriott Bonvoy help me with Sonder reservations or customer service inquiries?&nbsp; At this time, all support, questions and issues with Sonder reservations will be transferred to a Sonder representative.
&nbsp;
How do I join Marriott Bonvoy and start earning on Sonder by Marriott Bonvoy stays? Joining is easy and free, click <a href="https://www.joinmarriottbonvoy.com/sonder/s/EN">here</a> to create an account now.&nbsp;
&nbsp;
I am a Marriott Bonvoy Member, do I also need to download the Sonder App?&nbsp; The Sonder App is designed to unlock a better way to stay. It&rsquo;s your hub for essential stay details around room access, amenities, parking, and where you can chat with the Sonder digital concierge team 24/7. It&rsquo;s also where you can confirm an early check-in, request housekeeping services, extra towels or anything else. Everything you need is just a tap away.&nbsp;
&nbsp;
Can I book a Sonder by Marriott Bonvoy reservation on Marriott.com? At this time, Sonder by Marriott Bonvoy reservations must be booked via Sonder only.&nbsp; This can be completed on the main page of our&nbsp;<a href="https://www.sonder.com/">website</a>, on the&nbsp;<a href="https://www.sonder.com/app">Sonder App</a> or through calling our&nbsp;<a href="http://www.sonder.com/contact-info">Reservations Team</a>.
&nbsp;
Can I use my Marriott Bonvoy Account credentials to log into the Sonder App? Sonder will support Marriott Bonvoy account credentials to log into the Sonder App starting in 2025.
&nbsp;
When I log into the Marriott Bonvoy App, will my Sonder by Marriott Bonvoy reservation appear in &ldquo;My Trips&rdquo; if I gave Sonder my account number? Not at this time. Stays will not show in the Marriott Bonvoy app until the full integration of Sonder by Marriott Bonvoy in 2025, but you will be able to see them in the <a href="https://www.sonder.com/app">Sonder App</a>.
&nbsp;
How will I know my upcoming reservation is connected to my Marriott Bonvoy account?  At time of booking, you will receive an email confirmation which will display the last 4 digits of your Marriott Bonvoy number. If you don&rsquo;t receive this in the confirmation email, please email <a href="mailto:bookingsupport@sonder.com">bookingsupport@sonder.com</a> with your Sonder by Marriott Bonvoy stay confirmation code, Marriott Bonvoy account number, and full name.
&nbsp;
What is Sonder&rsquo;s Pre-Arrival Verification process? Sonder&rsquo;s Pre-Arrival Verification process must be completed prior to travel. It is online and self-completed to facilitate stress-free and contactless access to your reserved space. See more information in <a href="https://www.sonder.com/help/check_in_questions/check_in_questions?source=direct">What's Sonder&rsquo;s pre-arrival verification process?</a> and <a href="https://www.sonder.com/help/check_in_questions/how_to_pav?source=direct">How do I complete Sonder's pre-arrival verification?</a>
&nbsp;
What do I need to do before my stay at a Sonder by Marriott Bonvoy property? Check your email for important information related to <a href="https://www.sonder.com/help/check_in_questions/how_to_pav?source=direct">Sonder</a>&rsquo;s Pre-Arrival Verification process which must be completed prior to your arrival. The <a href="https://www.sonder.com/app">Sonder App</a> is recommended for guests to manage all aspects of their stay, including <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">exclusive features</a> only available in the Sonder App, such as managing your reservation and unit access codes, booking early arrival and late check out, and more.
&nbsp;
Where can I find my folio/receipt? You can easily download your receipt from the Sonder App following <a href="https://www.sonder.com/help/booking_questions/receipt_request?source=direct">How do I request a receipt?</a> Folios will become available in the Marriott Bonvoy App in 2025.
&nbsp;
If I arrive early or need to depart early, will Sonder hold my luggage? Most Sonder properties offer luggage storage lockers and/or have local recommendations. See <a href="https://www.sonder.com/help/during_stay_questions/luggage_storage?source=direct">Need a place to store your bags?</a> or the &ldquo;My Stays&rdquo; section of your <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview">Sonder App</a> to view options.&nbsp;
&nbsp;
How often does Sonder provide housekeeping? All Sonder spaces are professionally cleaned before arrival, ensuring an uninterrupted and eco-friendly stay. If you&rsquo;d like to schedule additional intrastay or daily cleaning services, visit <a href="https://www.sonder.com/help/during_stay_questions/daily_cleanings?source=direct">Do you provide daily housekeeping service?</a>
<hr />
<h3>Marriott Bonvoy Benefits&nbsp;</h3>
During this exciting early access period, we are delighted to offer Marriott Bonvoy members the opportunity to earn and redeem points on Sonder by Marriott Bonvoy stays. All other benefits will become available in 2025 as Sonder fully integrates with Marriott. Please refer to <a href="https://www.marriott.com/loyalty/terms/default.mi#:~:text=%E2%80%8B%E2%80%8B%E2%80%8B%E2%80%8B%E2%80%8B%E2%80%8B">Loyalty Program Terms &amp; Conditions </a>for detailed information on Marriott Bonvoy participation during our early access period.
&nbsp;
Can I use my Marriott gift card for a stay at Sonder? Sonder will begin accepting Marriott gift cards at full integration in 2025.
&nbsp;
Will I receive on-property benefits for stays at Sonder by Marriott Bonvoy during this early access period? On-property benefits are not available at this time. Stay tuned for more information coming soon.
<hr />
<h3>Earning</h3>
To earn Marriott Bonvoy points and Elite Night Credits, simply enter your Marriott Bonvoy account number at checkout when <a href="https://www.sonder.com/">booking on Sonder.com </a>or on the <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview">Sonder App</a>.&nbsp;
&nbsp;
How many points and Elite Night Credits will I earn at Sonder by Marriott Bonvoy? Sonder Hotels:
<ul>
<li style="font-weight: 300;" aria-level="1">10 points per USD spent on qualifying room rates</li>
<li style="font-weight: 300;" aria-level="1">1 Elite Night Credit per qualifying night</li>
</ul>
Sonder Apartments:
<ul>
<li style="font-weight: 300;" aria-level="1">5 points per USD spent on qualifying room rates</li>
<li style="font-weight: 300;" aria-level="1">1 Elite Night Credit per qualifying night</li>
</ul>
Spend on eligible room rates with Sonder will count towards your total spend requirement for Ambassador status.&nbsp;
&nbsp;
How do I report missing points or Elite Night Credits from a stay with Sonder by Marriott Bonvoy?&nbsp;&nbsp; If your arrival at Sonder was on or after October 30, 2024, you will need to contact Sonder directly to inquire about missing points. You can email <a href="mailto:bookingsupport@sonder.com">bookingsupport@sonder.com</a>&nbsp;or call +1 (415) 849-2740.
&nbsp;
I forgot to add my Marriott Bonvoy number to my Sonder by Marriott Bonvoy Reservation. Is it too late to add? Please call the Sonder Reservation Team at +1 (617) 300-0956 prior to your departure.
&nbsp;
Can I earn Marriott Bonvoy points for stays at Sonder by Marriott Bonvoy? Yes, Marriott Bonvoy members who have Sonder stays arriving on or after October 30th, 2024, book directly with Sonder and add their Marriott Bonvoy number to the reservation before completion of the booking will have early access to earn Marriott Bonvoy points, Elite Night Credits, and elite bonus points. Marriott Bonvoy credit card holders will earn their Card Member bonus points on eligible purchases at Sonder.
&nbsp;
What is considered a qualifying stay at Sonder by Marriott Bonvoy to earn Marriott Bonvoy points and Elite Night Credits?&nbsp;&nbsp; Stays that qualify for Marriott Bonvoy are defined in Marriott&rsquo;s <a href="https://www.marriott.com/loyalty/terms/default.mi">Terms &amp; Conditions</a> under&nbsp;<a href="https://www.marriott.com/loyalty/terms/default.mi#earn">Section 2.1.d. - Qualifying Stays</a>.&nbsp;
<hr />
<h3>Redeeming Points</h3>
During early access, Marriott Bonvoy Award Redemption stays may only be booked by calling Sonder Booking Support at +1 (415) 849-2740.
&nbsp;
Can I redeem Marriott Bonvoy points for stays at Sonder by Marriott Bonvoy? Yes, during this early access period, members wishing to redeem Marriott Bonvoy points for stays at Sonder must book through Sonder&rsquo;s call center at +1(415) 849-2740.
Please Note: Redemption stays must be booked at least 7-days prior to arrival date (by 11:59pm local time at property). Nightly Upgrade awards, Stay for 5 Pay for 4, Cash + Points, Instant Awards, Gifted Award Redemption stays and Free Night Awards are not offered for Sonder stays at this time. See below for policy on redemption reservation modification requests.
&nbsp;
How do I modify or cancel my Sonder by Marriott Bonvoy redemption reservation? Please call the Sonder Booking Support Team at +1(415) 849-2740. Any modifications or changes must be made 7-days prior to arrival and may result in a change to the points required.
 Please Note: In order to receive your points back, cancellations must be received before the cancellation policy window takes effect (72-hours prior to check-in).

Sonder is now part of the Marriott Bonvoy family! What to expect during Early Access…

Sonder.com and Sonder's Reservations Team accept the following payment methods:
<ul>
<li aria-level="1">Visa</li>
<li aria-level="1">Mastercard</li>
<li aria-level="1">American Express</li>
<li aria-level="1">Discover</li>
<li aria-level="1">Apple Pay</li>
<li aria-level="1">Google Pay</li>
<li aria-level="1">Sonder Credits</li>
<li aria-level="1">Prepaid cards not issued by a US bank or financial institution</li>
</ul>
<hr />
<h2>Frequently Asked Questions</h2>
&nbsp;
What payment methods does Sonder not accept?&nbsp;
<ul>
<li aria-level="1">Any form of prepaid card issued by a US bank or financial institution (e.g. Klarna one-time cards)</li>
<li aria-level="1">Diners Club International credit cards</li>
<li aria-level="1">Cash</li>
<li aria-level="1">Any other methods not listed above (e.g. Venmo, Cashapp, bank transfers)</li>
</ul>
Can I change the method of payment after booking? Once you&rsquo;ve paid for your booking you won&rsquo;t be able to change your payment details. However, if you&rsquo;re within your cancellation policy, you can cancel and rebook your Sonder stay using an alternate method of payment.
&nbsp;
I am using an accepted form of payment listed above, but the charge keeps getting declined. What's going wrong?&nbsp; Follow these troubleshooting steps:&nbsp;
<ol>
<li aria-level="1">Double-check that you&rsquo;re entering your card details correctly.&nbsp;</li>
<li aria-level="1">Ensure you have adequate funds in your account.&nbsp;</li>
<li aria-level="1">Try a different card or a different payment option (e.g. instead of using a debit card, try Apple or Google Pay).</li>
<li aria-level="1">If you&rsquo;re still having trouble, contact your bank for assistance.&nbsp;</li>
</ol>
&nbsp;
Does Sonder charge an exchange rate? When traveling to a country outside of your residency, you&rsquo;ll be subject to any and all exchange rates applied by your banking institution.&nbsp;
&nbsp;
How do I redeem Marriott Bonvoy points for my Sonder stay?&nbsp; Click <a href="https://www.sonder.com/help/booking_questions/how-to-redeem-bonvoy-points?source=direct">here</a> to learn more about our partnership with Marriott.

What forms of payment are accepted?

Sonder&rsquo;s pre-arrival verification process is online and self-completed in order to facilitate stress-free and contactless access to your reserved space. As part of this process, we collect basic information about yourself, verify your email and phone number, a credit card for incidentals, and if necessary, ask for a government-issued photo ID and images of your face.
&nbsp;
Depending on where you are staying with us, the type of information we ask for may differ due to local regulatory requirements - make sure to observe all communications we send you in regard to pre-arrival verification.

What's Sonder’s pre-arrival verification process?

Sonder will verify the information you provide in our pre-arrival verification process to make sure that nobody other than you is using your personal information, in order to prevent fraudulent uses of your identity, to keep you and our guests safe, and comply with regulatory requirements in the places we operate in.&nbsp;
&nbsp;
For your phone number and email address, we&rsquo;ll send verification codes to ensure we have your personal contact information on file. If you&rsquo;re asked to provide images of a government-issued photo ID and your face, then our third-party verification provider will extract biometric data and compare the two images to ensure the ID picture matches the selfie. Sonder or our third-party service provider does not store your biometric data after the ID has been verified. For more information, please review our <a class="ProsemirrorEditor-link" href="https://www.sonder.com/en-ca/biometrics-policy">Biometric Data Privacy Notice</a>.

How will Sonder verify my identity?

Sonder handles and retains your information in accordance with our <a class="ProsemirrorEditor-link" href="https://www.sonder.com/privacy-policy">Privacy Policy</a> and uses secure socket layer encryption for security. If you would like us to delete your user information, please submit a request to <a class="ProsemirrorEditor-link" href="mailto:privacy@sonder.com">privacy@sonder.com</a>. Please note, however, that there may be circumstances where we are required to keep some or all of that information to comply with local regulatory requirements.
&nbsp;
If you are required to submit pictures of your ID &amp; face, Sonder uses trusted third-party service providers to collect and process these. Sonder does not receive or store any biometric data.&nbsp;In addition, our partners won't share it with anyone else or use it for any other reason and will retain it for only as long as necessary.&nbsp; For more information, please review our <a class="ProsemirrorEditor-link" href="https://www.sonder.com/en-ca/biometrics-policy">Biometric Data Privacy Notice</a>.

How will Sonder store & protect my personal information?

Check out some common questions about pre-arrival verification below.&nbsp;&nbsp;
&nbsp;
Why do I keep failing the ID verification?&nbsp; When completing the ID verification portion of the pre-arrival verification process, make sure you&rsquo;re meeting the following requirements:
<ul>
<li>You have a government-issued photo ID of the <a href="https://www.sonder.com/help/check_in_questions/how_to_pav?source=direct#:~:text=Who%20in%20my%20travel%20party%20needs%20to%20complete%20the%20pre%2Darrival%20verification%20process%3F" target="_blank" rel="noopener">required individual(s)</a> handy</li>
<li>You are selecting the correct ID-issuing country and ID type when prompted</li>
<li>Your internet browser camera is enabled
<ul>
<li>To enable your camera, head to your device settings &gt; internet browser &gt; enable camera access&nbsp;</li>
</ul>
</li>
<li>You&rsquo;re taking clear, focused scans of your ID</li>
<li>There is enough light to see your ID and face clearly</li>
<li>You&rsquo;ve removed any accessories, including hats or glasses, prior to taking selfie photos</li>
</ul>
&nbsp;
Why do I keep receiving error messages?&nbsp; If you received the error message Couldn&rsquo;t access camera during pre-arrival verification, you&rsquo;ll need to enable your camera permissions. See the instructions linked below based on the device type and internet browser you&rsquo;re using:&nbsp;
<ul>
<li>If using <a href="https://support.google.com/chrome/answer/2693767?co=GENIE.Platform%3DAndroid&amp;hl=en&amp;oco=0" target="_blank" rel="noopener"> Google Chrome </a> on a mobile device</li>
<li>If using <a href="https://support.google.com/chrome/answer/2693767?co=GENIE.Platform%3DDesktop&amp;hl=en&amp;oco=0" target="_blank" rel="noopener"> Google Chrome </a>on a desktop computer</li>
<li>If using Safari on a mobile device: Settings &gt; Safari &gt; Camera &gt; Allow or Ask</li>
<li>If using <a href="https://support.apple.com/en-ca/guide/safari/ibrwe2159f50/13.0/mac/10.15" target="_blank" rel="noopener"> Safari </a> on a desktop computer</li>
</ul>
If you&rsquo;re receiving an error message related to loading, connection, or a page not being found, make sure your internet connection is strong and clear your browser cache. See the instructions linked below to clear cache based on the device type and internet browser you&rsquo;re using:&nbsp;
<ul>
<li>If using <a href="https://support.google.com/chrome/answer/95647?hl=en&amp;co=GENIE.Platform%3DAndroid&amp;oco=1" target="_blank" rel="noopener"> Google Chrome </a> on a mobile device</li>
<li>If using <a href="https://support.google.com/chrome/answer/95647?hl=en&amp;co=GENIE.Platform%3DDesktop" target="_blank" rel="noopener"> Google Chrome </a> on a desktop computer</li>
<li>If using <a href="https://support.apple.com/en-us/105082" target="_blank" rel="noopener"> Safari </a> on a mobile device</li>
<li>If using <a href="https://support.apple.com/en-mt/guide/safari/sfri11471/mac" target="_blank" rel="noopener"> Safari </a> on a desktop computer</li>
</ul>
If you&rsquo;re receiving a different error message or the above steps aren&rsquo;t resolving your issue, reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team </a> for assistance.&nbsp;&nbsp;
&nbsp;
Can I send images of my ID and selfies to Sonder over email instead?&nbsp;&nbsp; We cannot accept images of your ID or selfies outside of the pre-arrival verification process for security purposes. Uploading through Persona or CheKin is the most secure way to protect their private information. If you&rsquo;re having issues with pre-arrival verification, reach out to our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener"> 24/7 support team </a> for assistance.&nbsp;

I need help with pre-arrival verification.

How do I download the Sonder App? You can download the Sonder App using one of the links below or by visiting the App Store on your phone and searching for Sonder.
<ul>
<li><a title="" href="https://itunes.apple.com/app/apple-store/id1422914567?pt=119113931&amp;ct=sondercom&amp;mt=8" target="_blank" rel="noopener">App Store</a></li>
<li><a title="" href="https://play.google.com/store/apps/details?id=com.sonder.mahalo&amp;referrer=utm_source%3Dsondercom" target="_blank" rel="noopener">Google Play</a></li>
</ul>
Once downloaded, simply log-in to your existing Sonder account or make a new account by selecting &lsquo;Find my reservation.&rsquo;
&nbsp;
Don't see your reservation? See <a title="" href="https://www.sonder.com/help/check_in_questions/find_reservation" target="_blank" rel="noopener">Why can&rsquo;t I see my reservation on the Sonder App?</a> for assistance.&nbsp;
<hr />
What can I do on the Sonder App? The Sonder App is an essential tool to make the most of your stay and is critical for enjoying Sonder&rsquo;s technology-rich guest experience. The app is used to manage every aspect of your Sonder journey, from managing your reservation to updating your check-in time, from opening your Sonder door to connecting with one of our team members within moments through our best-in-class chat experience. You can also find information about your Sonder stay, such as amenities, parking options, luggage storage, and local recommendations. See a complete list of available actions below:&nbsp;
<ul>
<li>Complete pre-arrival verification</li>
<li>Chat with the 24/7 Sonder support team</li>
<li><a href="https://www.sonder.com/help/during_stay_questions/check_in_out_times?source=direct" target="_blank" rel="noopener"> Update your Check-in or Check-out time</a>, including viewing and confirming Early Check-in or Late Check-out times&nbsp;</li>
<li>View <a href="https://www.sonder.com/help/during_stay_questions/luggage_storage?source=direct" target="_blank" rel="noopener"> luggage storage options </a></li>
<li>Review <a href="https://www.sonder.com/help/during_stay_questions/parking?source=direct" target="_blank" rel="noopener"> parking options </a> and purchase a parking spot when available and needed</li>
<li>View wifi details, including network name and password, or connect to your Sonder&rsquo;s internet with the <a href="https://www.sonder.com/help/during_stay_questions/wifi?source=direct" target="_blank" rel="noopener"> one-tap Wi-Fi access </a></li>
<li>View amenities included in your Sonder</li>
<li>View your booking information such as your confirmation code(s), check-in and checkout date(s), the Sonder address, your cancellation policy, etc.&nbsp;</li>
<li><a href="https://www.sonder.com/help/booking_questions/receipt_request?source=direct" target="_blank" rel="noopener"> Download a receipt </a></li>
<li><a href="https://www.sonder.com/help/booking_questions/modify_booking?source=direct" target="_blank" rel="noopener"> Change your stay dates </a> or <a href="https://www.sonder.com/help/booking_questions/modify_booking?source=direct" target="_blank" rel="noopener"> cancel your stay </a> (note: Sonder and guests who booked on VRBO only, if you booked on another site you will need to manage your stay with them directly)</li>
<li><a href="https://www.sonder.com/help/during_stay_questions/daily_cleanings?source=direct" target="_blank" rel="noopener"> Request and schedule a mid-stay clean </a></li>
<li>Request a Lyft or Uber to or from the Sonder building</li>
<li>Add guests to your reservation so they can see your reservation details and manage your stay on their Sonder App</li>
<li>View and update your Sonder account information such as the <a href="https://www.sonder.com/help/booking_questions/updating_contact_info?source=direct" target="_blank" rel="noopener">phone number or email address</a>, <a href="https://www.sonder.com/help/booking_questions/reset_password?source=direct" target="_blank" rel="noopener"> password</a>, <a href="https://www.sonder.com/help/booking_questions/update_card?source=direct">credit card</a>, etc.&nbsp;</li>
<li>Review Sonder <a href="https://www.sonder.com/house-rules" target="_blank" rel="noopener"> House Rules </a></li>
</ul>

How and why should I download the Sonder App?

While you will always see the full breakdown of your reservation costs before making payment for your stay, you may choose to add extra services at an additional cost. These extra services may include (based on location and availability):
<ul>
<li>Parking</li>
<li>Breakfast</li>
<li>Early check-in or late check-out</li>
<li>Extra cleanings</li>
</ul>
&nbsp;
Sonder requires a credit card to be placed on file for incidentals and may process a pre-authorization hold prior to check-in. This hold is returned post-stay, assuming no damage fees or incidental charges are incurred. See <a href="https://www.sonder.com/help/booking_questions/security_deposit?source=direct" target="_blank" rel="noopener"> Does Sonder charge a security deposit? </a> for more information.

Does Sonder charge any extra fees after booking?

When you book directly through Sonder.com, you will be charged the total amount for your stay at the time of booking (for stays up to 30 nights).
We accept all debit and credit cards, excluding pre-paid credit cards. We don&rsquo;t accept cash on arrival.

When and how do I pay?

Sonder requires a credit or debit card to be placed on file during pre-arrival verification for short-term bookings in case of incidentals. Depending on your banking institution, you may see a pre-authorization hold which shows as a &ldquo;pending&rdquo; charge.&nbsp;
&nbsp;
The hold is released or charged within 5 business days post-checkout, depending on any damages or incidental charges. For more information, see our <a href="https://www.sonder.com/terms-of-service#:~:text=5.3.-,Authorization,-.%20You%20authorize" target="_blank" rel="noopener"> Terms of Service</a>.&nbsp;
&nbsp;
If you&rsquo;re interested in booking a group, business, or long-term stay directly with us, you may be charged a security deposit which will be agreed upon before booking with your sales representative. For more information, reach out directly to <a href="mailto:sales@sonder.com" target="_blank" rel="noopener"> sales@sonder.com</a>.

Does Sonder charge a security deposit?

If you booked directly with Sonder or with our partner VRBO, you can easily cancel, shorten, or extend your stay through the Sonder App by following the below steps:
<ol>
<li style="font-weight: 400;" aria-level="1">Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener">How do I download the Sonder App?</a> </li>
<li style="font-weight: 400;" aria-level="1">Navigate to your stay details: Select the Stays tab and select your upcoming stay.&nbsp; </li>
<li style="font-weight: 400;" aria-level="1">Modify your stay:&nbsp; Select &lsquo;Booking details&rsquo; on the Stays tab, then select &lsquo;🗓️ Change dates&rsquo; to modify your stay dates or &lsquo;❌ Cancel reservation&rsquo; to cancel your stay. Follow the prompts to fulfill your request.</li>
</ol>
*Please note that any changes to your stay are subject to the cancellation policy you selected at the time of purchase and may be subject to rate changes.
<hr />
If you booked with one of our partners and prefer to extend your stay directly with Sonder to receive the best possible service and support moving forward, please reach out to our <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">24/7 support team</a> so we can ensure a smooth transition/extension.&nbsp;
<hr />
If you booked with one of our other partners like Airbnb, Booking.com, Expedia, Hopper Homes, or Plum Guide, you&rsquo;ll need to log in to their app or website to cancel, shorten, or extend your stay.
&nbsp;
*Please note that any changes to your stay are subject to the cancellation policy you selected at the time of booking and may be subject to rate changes.
&nbsp;
For future reservations, we encourage you to book directly with us at <a title="" href="Sonder.com" target="_blank" rel="noopener">Sonder.com</a> to ensure our team can assist with all aspects of your experience!
<hr />
<h3>Frequently Asked Questions</h3>
Why can&rsquo;t I use the Sonder app to cancel or change my stay?&nbsp; There are a couple of reasons you may not have the option to cancel or modify your stay in the Sonder app:
<ul>
<li>The reservation was not made directly through Sonder or with VRBO. If so, you must contact the travel agency where you made your booking to make any changes.</li>
<li>The reservation was made with Marriott Bonvoy points. If so, click <a href="https://www.sonder.com/help/booking_questions/how-to-redeem-bonvoy-points?source=direct">here</a> to learn more about our partnership with Marriott.</li>
<li>The reservation was made with our Sales team (group, corporate, or long-term booking stay). Reach out to your Sales Coordinator directly for assistance.</li>
</ul>
What can I do if I&rsquo;m experiencing issues changing or cancelling my reservation?
<ul>
<li>If you booked with Sonder or our partner VRBO, reach out to our <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">24/7 support team</a> for assistance.&nbsp;</li>
<li>If you booked with one of our other partners like Airbnb, Booking.com, Expedia, Hopper Homes, or Plum Guide, you&rsquo;ll want to contact them directly for assistance.&nbsp;</li>
</ul>

How do I cancel, shorten, or extend my stay?

If you&rsquo;d like to update the method of payment you placed on file during pre-arrival verification, you can do so by first adding a new card, and then removing the old card following these steps:
<ol>
<ol>
<li style="font-weight: 300;" aria-level="1">Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a title="" href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener">How do I download the Sonder App?</a> </li>
<li style="font-weight: 300;" aria-level="1">Navigate to &lsquo;Payments&rsquo;: Select the Profile tab (the rightmost tab on the bottom toolbar) and then &lsquo;Payments.&rsquo; </li>
<li style="font-weight: 300;" aria-level="1">Place the new card on file: Select &lsquo;Add Card,&rsquo; type in your new card information, then select &lsquo;Add.&rsquo; </li>
<li style="font-weight: 300;" aria-level="1">Remove the card you previously placed on file: Select the payment method you&rsquo;d like to remove then select &lsquo;Delete Card.&rsquo; If the &lsquo;Delete Card&rsquo; button is greyed out, reach out to our <a style="font-family: Inter, -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Helvetica, Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', serif;" href="https://www.sonder.com/contact-info">24/7 support team</a>. We&rsquo;re more than happy to assist you with this! </li>
<li style="font-weight: 300;" aria-level="1">Confirm your updated payment details: Select the back arrow in the top-left corner to view your updated payment method.&nbsp;</li>
</ol>
</ol>
&nbsp;
<hr />
<h3>Frequently Asked Questions</h3>
&nbsp;
Why can't I remove the card(s) on my account? If you&rsquo;re within 30 days of a recent checkout and therefore unable to delete the card on file or are having trouble with the above steps, you can reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> to update the card on file. Please note that once 30 days have passed from your departure date you will be able to delete any related cards.

How can I update the card I have on file?

We are committed to offering our best rates here on Sonder.com, although the exact discount is subject to change. When you create an account, you receive our member's discount. Booking directly with Sonder helps you make the most of your stay! Creating an account is fast, easy and free, and can be done before or during booking. Creating an account and booking directly helps you save money and receive member pricing discounts!

What is member pricing?

Creating an account allows you to manage many aspects of your stay, such as request extra amenities or an
early check-in, change your dates, extend your stay or cancel. 

Creating an account and booking directly on Sonder.com helps you save money because you receive member pricing
discounts. You can create an account at any time - it’s fast, easy, and free. 

We are committed to offering our best rates here on Sonder.com, although the exact discount is subject to change.

Why do I need to create an account to make a reservation?

On rare occasions we may not be able to move forward with a stay if a guest does not pass our verification checks, or we have reason to believe that our <a title="" href="https://www.sonder.com/en-gb/house-rules" target="_blank" rel="noopener">House Rules</a> may be broken. The safety and security of our guests, employees, neighbors, and partners is our top priority, so we take a cautious and secure approach to the bookings we accept. We apologize for any inconvenience this causes.
&nbsp;
We are constantly working to optimize our safety and security processes. To protect the integrity of these processes, we&rsquo;re unable to share the details of our risk evaluation policy, which may result in a particular booking being canceled. Please be assured that these decisions are made using information provided during the booking process, in line with all relevant local regulatory requirements, and they are not made based on protected characteristics such as gender, race, or religion. Many booking behaviors are analyzed including length of stay and whether the guest is booking locally, among other factors, to make decisions around possible risks associated with a given stay.&nbsp;

Why was my booking canceled?

Parking options will vary depending on your Sonder.
 If you need parking during your stay, you can filter for Sonders that have parking available on our website or the app.
 Once booked, your parking options will be included in your check-in instructions or under %{profile_link} on the app.

What parking options are available?

Each Sonder comes equipped with it&rsquo;s own private Wi-Fi network. If you have an upcoming stay with us, you can view your Wi-Fi information in the %{profile_link} section of your account.

How do I access the Wi-Fi?

When you make a reservation with us, you are agreeing to all of our House Rules.
Please click %{detailed_house_rules_link} to view them.

What are your house rules?

Our standard check-in time is 4 PM and check-out time is 11 AM.&nbsp;
<hr />
All available early check-in and late check-out time slots are exclusively viewed and booked via self-serve on the <a href="https://www.sonder.com/app" target="_blank" rel="noopener">Sonder App</a>. Most of our available slots come at an additional cost that varies based on time. Contacting a representative will not lead to additional time slots as they see what you see, therefore it is recommended not to reach out to a representative for this purpose.
You may also adjust your arrival time if you expect to arrive at your Sonder past the standard 4 PM check-in time or plan to leave your Sonder earlier than the required 11 AM check-out time.
<hr />
Steps to process a request:&nbsp;
<ol>
<li>Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a title="" href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener">How do I download the Sonder App?</a> </li>
<li>
Navigate to your stay details: Select the Stays tab and select your upcoming stay.&nbsp; 
</li>
<li>
Update your check-in or check-out time, when available:&nbsp; Select the &ldquo;Edit check-in time&rdquo; or &ldquo;Edit check-out time&rdquo; button, then select the desired time, if available. Complete the required payment, if required, to confirm your new check-in/out time.
</li>
</ol>
<hr />
<h3>Frequently Asked Questions</h3>
&nbsp;
There aren&rsquo;t any available time slots on the app. What should I do? If there aren&rsquo;t any open time slots, check out these alternative options in the Sonder App:
<ul>
<li>Explore <a title="" href="https://www.sonder.com/help/during_stay_questions/luggage_storage?source=direct" target="_blank" rel="noopener">luggage storage options</a>.</li>
<li>Check out a local caf&eacute; while you wait for your Sonder to become available.</li>
<li><a href="https://www.sonder.com/help/booking_questions/modify_booking?source=direct" target="_blank" rel="noopener"> Extend your stay </a> a night so you're guaranteed early check-in or late check-out.&nbsp;</li>
</ul>

How do I request an Early Check-In or Late Check-Out?

Sonder offers housekeeping services on demand for a nominal fee to ensure you can enjoy an uninterrupted and environmentally sustainable stay. Housekeeping services must be scheduled within 48 hours of your check-in and a minimum of 24 hours before the service is to take place. To schedule a cleaning service, follow these steps:&nbsp;
&nbsp;
Step 1. Log in to the Sonder App: If you need assistance accessing the Sonder App, see <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">How do I download the Sonder App?</a>
&nbsp;
Step 2. Navigate to your stay details: Select the Stays tab and then your upcoming stay.
&nbsp;
Step 3. Schedule the cleaning: Scroll down to &lsquo;Requests and services&rsquo; and select &lsquo;Request a cleaning.&rsquo; Select the date and time you&rsquo;d prefer the cleaning to take place, then submit payment to schedule the cleaning service.&nbsp;
&nbsp;
Step 4. Prepare for the cleaning:&nbsp; Please stow away any personal items; any personal items left in the open will not be touched and therefore that area will not be cleaned. For everyone's safety, please vacate your Sonder during the scheduled cleaning.&nbsp;
<hr />
<h2>Frequently Asked Questions</h2>
&nbsp;
Why can&rsquo;t I schedule a cleaning on my Sonder App?&nbsp;
<ul>
<li style="font-weight: 300;" aria-level="1">If you received a pop-up stating &lsquo;Sorry! Cleaning services aren&rsquo;t available yet for your Sonder,&rsquo; we don&rsquo;t offer cleaning services at your building at this time.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">If you don&rsquo;t see any available times on the calendar when trying to schedule a cleaning and your booking is within 48 hours of check-in, there may not be availability for the duration of your stay. Please check back later to see if any slots have opened up.</li>
</ul>
&nbsp;
What&rsquo;s included in a scheduled cleaning?&nbsp;
Your Sonder will be fully cleaned, as if you were first arriving. Our team will do the following:
<ul>
<li style="font-weight: 300;" aria-level="1">Take out trash</li>
<li style="font-weight: 300;" aria-level="1">Replace all towels</li>
<li style="font-weight: 300;" aria-level="1">Change all linens and make the bed</li>
<li style="font-weight: 300;" aria-level="1">Vacuum and sweep the floors</li>
<li style="font-weight: 300;" aria-level="1">Wipe own all surfaces</li>
<li style="font-weight: 300;" aria-level="1">Restock all bathroom toiletries</li>
<li style="font-weight: 300;" aria-level="1">Restock all kitchen supplies</li>
</ul>
*The cleaning team won&rsquo;t touch or organize any of your personal belongings.&nbsp;
&nbsp;
Why aren&rsquo;t cleans free?
We keep our room rates low by not requiring daily housekeeping during your stay with us. We recognize that some guests value flexibility and convenience of on-demand housekeeping, and are happy to offer it as an opt-in amenity.&nbsp;

Do you provide daily housekeeping service?

You can do so right here, as long as you have an ongoing or upcoming stay. Please use the form below to make your request.

How do I request a pack 'n play?

We don’t provide extra beds or air mattresses, but many Sonders have sleeper sofas to accommodate extra
guests. When you’re searching for a Sonder, you can adjust the filters to specify the number of beds or
bedrooms you need and the maximum occupancy of the Sonder (taking into account the sleeper sofas) will
also be shown.


Can I request additional beds if I want extra guests to stay?

We’ve stocked your space with the essential items to make your stay comfortable, including enough coffee to get your caffeine buzz on. If you run out and are unable to make it to the store right away, we’re happy to refill your essentials once. Please download the Sonder app if you need a recommendation for a nearby store or local delivery service.

How do I request extra coffee?

All Sonders are fully stocked to ensure you have the comforts of home during your stay. This includes toiletries, fresh towels, tea, coffee, and kitchen essentials. We also provide a limited number of dishwasher and laundry pods.&nbsp; We provide enough of the above items to get you started. If you run out during your stay, you can check the %{mahalo_link} or log onto the %{profile_link} page of our website to find nearby stores and delivery services. We can make a one-time courtesy delivery, but it may take up to 36 hours as many of our buildings are not staffed around the clock. If you&rsquo;d still like to request a replenishment, you can also do so through the app or by %{contacting_us_link}.

What items are provided in a Sonder?

How do I request a noise machine?

We have stocked your space with enough soap, lotion, shampoo, and conditioner to get your stay started comfortably. Other items like toothpaste will not be in your Sonder. If you forget your own or run out of what we do provide, you can find recommendations for a nearby stores or local delivery services on the Sonder app.

Do I need to bring my own toiletries?

If you forgot something during your Sonder stay, we&rsquo;re happy to look and return it if found. Log in below and fill out the form that populates with a description of your item and the best address to send it to. If we do find it, we may ask you to cover the cost of shipping to get it back safe and sound.

How do I find or report a lost item?

If you are an existing Sonder member and booked with one of our partners, like Airbnb or Booking.com:&nbsp;
<ol>
<li style="font-weight: 300;">Log out of the Sonder App: Select the &lsquo;Profile&rsquo; tab (the rightmost tab on the bottom toolbar) and then &lsquo;Logout.&rsquo; </li>
<li style="font-weight: 300;">Look up your new booking: On the log-in page, select &lsquo;Find my reservation,&rsquo; then enter your confirmation code. </li>
<li style="font-weight: 300;">Verify your phone number, if prompted: You will receive a verification code via SMS to the phone number connected to your booking. Enter the verification code into the Sonder App. </li>
</ol>
You will now see your reservation details on the Sonder App. If you see a red banner at the top of your screen, select it and follow the prompts to complete pre-arrival verification.&nbsp; 
&nbsp;
<hr />
<h3>Frequently Asked Questions</h3>
 I followed the above steps but the Sonder App is prompting me to create a Sonder account. Why is this happening?&nbsp; If you previously used the Sonder App for a stay made with Airbnb, you&rsquo;ll need to create a new Sonder account for your upcoming booking. If you&rsquo;re having trouble or have further questions, please reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a>. We&rsquo;re more than happy to assist you with this process!

Why can’t I see my reservation on the Sonder App?

For the sake of our planet, we ask that you please reuse your sheets and towels and use the laundry machines in your space. If your Sonder does not have a washer or dryer, please reach out to us for replenishments.

How do I request extra sheets or towels?

How do I request extra pillows?

In case you plan to arrive earlier or stay later, we have luggage storage options available. For more information specific to your booking, please log in below.
 
By using Sonder&rsquo;s Guest Luggage Lockers, You agree to the following terms and conditions of use:
<ol>
<li>Sonder is providing Luggage Lockers to its Guests and its Guests alone, as an accommodation, and Sonder undertakes no special duties of care with respect to such Luggage Lockers.</li>
<li>You may only use the Luggage Locker for storage of Your luggage prior to check in and after check out. Luggage Lockers may not be used for storage during the course of Your stay.</li>
<li>Starting at 8 AM on the day of Your check in, Luggage Lockers shall be available to You up until You have checked into Your room. Once You have checked out, You may use the Luggage Locker until 10 PM. Luggage Lockers must be cleared no later than 10 PM of the day of Your scheduled check out.</li>
<li>You agree to keep the Luggage Lockers and surrounding area clean and in good order.&nbsp;</li>
<li>You agree to keep the Luggage Locker locked except when placing items in or removing items from the Luggage Lockers.&nbsp;</li>
<li>You shall not make any alteration to the Luggage Lockers without the express written authorization of Sonder and may not designate the Luggage Locker to anyone who is not a Guest of Sonder in any way.&nbsp;&nbsp;</li>
<li>Sonder shall not be liable for any damages or loss to You with respect to the contents of the Luggage Locker as a result of theft, disappearance, vandalism, fire, water, leaking pipes, rain, electrical malfunction, explosion, any act of God or any other situation out of the control of Sonder.&nbsp;</li>
<li>Items of extraordinary value should NOT be stored in the Luggage Locker. Sonder assumes no liability whatsoever for items such as, but not limited to, cell phones, wallets, jewelry, cameras, computers, computer tablets, iPads, antiques, art objects, car and house keys, medicine, documents, perishable goods, live plants or animals, including prohibited items, loss of cash, nor incidental or consequential losses involving, but not limited to missed airline flights (or other transportation), or loss of employment or loss of business and shall not be liable for loss of property.</li>
<li>You acknowledge that Sonder does not accept liability for any loss or damage caused during storage (subject to local Innkeepers Act Liability requirements). Sonder recommends that You consider obtaining renter&rsquo;s insurance or personal property insurance to protect against any damage to or loss of Your personal items. Any loss, theft, or damage of Your property must be reported to a manager at Sonder.</li>
<li>The storage of revolvers, firearms, weapons, copies or imitations of weapons, knives or any other type of handheld weapon, ammunition, illegal drugs, explosives or flammable substances, welding equipment, perishable food substances, chemical, toxic or hazardous materials or any other inherently dangerous substance is strictly prohibited. Storage of illegal items in the Luggage Lockers is strictly prohibited. No items shall be stored in violation of any order or requirement imposed by any government agency or in violation of any law.&nbsp;</li>
<li>All items left in the Luggage Locker are subject to visual or hand examination by Sonder and/or law enforcement officials at any time and without prior notice or Your presence. All personnel of Sonder and local security, including, but not limited to, employees agents, and/or contractors shall be held harmless for performing such duties or following the written or verbal orders of any governmental authority.</li>
<li>Sonder will protect all personal information provided by You to use Luggage Locker, such as name, phone number, and e-mail address,&nbsp;but maintains the right to share that information with local security or any authorized law enforcement agency as required by law.</li>
<li>In the event that You lose Your code or there is a malfunction to the entry into the Luggage Locker, Sonder will require positive identification from You and absolute proof of contents ownership.</li>
<li>If You do not return for Your luggage and it remains in the Luggage Locker after You have checked out, Sonder shall try and contact You to return Your luggage. If You are unable to return, then You should make arrangements at Your own cost for the luggage to be shipped to You after You have correctly verified Your luggage by description without first being told what the luggage is and how many pieces there are. When You cannot be contacted or do not return to collect the luggage, the Sonder Legal Department will be contacted to verify how long Your luggage must remain in the Luggage Locker, how it should be opened, stored, and disposed of based on local Innkeepers Liability Law.</li>
<li>You hereby release, waive, discharge and covenant not to sue Sonder, its affiliates, successors, assigns, agents, and employees, from all liability, Your personal representatives, assigns, heirs and next of kin for any and all loss or damage, and any claim or remain therefor on account of injury to the person (including death) or property arising out of or in any way connected to Your access and use of the Luggage Locker noted in this agreement.</li>
<li>YOU HAVE READ THIS AGREEMENT, FULLY UNDERSTAND ITS TERMS, UNDERSTAND THAT YOU HAVE GIVEN UP SUBSTANTIAL RIGHTS BY AGREEING FREELY AND VOLUNTARILY WITHOUT ANY INDUCEMENT, ASSURANCE, OR GUARANTEE BEING MADE TO YOU.</li>
</ol>

Need a place to store your bags?

We love celebrating special occasions! Let us know how we can make your stay special.

What do you offer for special occasions?

If you need something fixed, or if you need any help or assistance, our Guest Services team is available 24/7. You can contact us via the %{profile_link} page on your account or via the %{mahalo_link}. Some requests require that we enter your Sonder, so we’ll obtain your permission first. It is our policy to always knock and identify ourselves before doing so. There’s no need to wait around or change your schedule, but if you prefer that we arrive at a certain time to meet you in person, let us know.

How do I report an issue during my stay?

Unlike traditional hotels, most Sonders do not have a staffed front desk, so there is no guarantee of
someone receiving your package for you if you aren't around. Instead, we recommend using a pickup location
provided by local mail carriers. 
We have researched a variety of local pick up locations where your package can be securely held until you
are ready to retrieve it. Look for our local recommendations in your booking confirmation and check-in
instructions emails. Sonder is not liable for lost or stolen packages and deliveries.

Can I receive mail & packages at my Sonder?

Our Guest Services team is available 24/7. You can contact us via the %{profile_link} page on your account
or via the %{mahalo_link} if you’d like to provide any feedback on your stay, or request an invoice or receipt.


I want to talk to you about a recent stay, how do I do that?

Not all our Sonders are equipped with cable television, but should be equipped with a HDMI cable, chromecast
or something similar. You can find out specific information regarding your space on every description of our spaces.


Will my Sonder have cable television?

Chromecast is a device that plugs into any TV or monitor, and can stream content from your
phone or computer onto your TV. To get Chromecast, connect the USB power cable to your Chromecast.
Then either plug the other end of the USB power cable into an open USB port on your TV or into the
included power adapter which you will then plug into a power outlet. 
Double-check that the Chromecast and the mobile device or tablet you are using to set up Chromecast with
are both on the same Wi-Fi network. 
The steps below should help you get onto Chromecast if this is your first time using it: 
<ol>
<li>Plugin Chromecast</li>
<li>Install the Google Home app</li>
<li>Make sure to connect your mobile device/tablet to the same Wi-Fi network that you intend to use
to set up your Chromecast device</li>
<li>Open the Google Home App</li>
<li>Follow the steps in the Google Home App</li>
<li>If you don’t see the steps to set up your Chromecast:</li>
<ol>
<li>At the top left of the Google Home app home screen, tap Add Set up device Set up new devices.</li>
<li>Follow the remaining steps on the screen.</li>
</ol>
</ol> 
You should now be set up. If you still need help, then please contact us.

Hi! What can we help you with?

All Topics