Frequently Asked Questions

Frequently Asked Questions

Everything you might want to know.

Questions about booking, accommodations, or anything else? Browse our frequently asked questions and find the answers you’re looking for. If you don’t see the information you need, please text or call us at 1-617-300-0956.

General

What is Sonder?

You can learn more about Sonder and our story here.

Booking

How do I book directly with Sonder?

You can book through our website by searching for homes by city and filtering for your needs. If you have specific needs or want some help choosing a neighborhood, text or call us at 1-617-300-0956. We are available to assist 24/7.

What is your check-in process?

We don't have a traditional front desk like you'd find in a hotel; we offer seamless check-in on your phone instead. Since there isn’t a front desk, we need to make sure you’re you before you arrive. Sometimes this includes sending us a selfie of you holding your government issued ID. We also ask that you confirm your email address and phone number so we can reach you with any updates about your reservation.

Are there any additional charges?

There are standard hotel taxes based on local laws and regulations, and there is a cleaning fee to cover the cost of cleaning after your checkout.

When will I be charged?

Your credit card will be charged for the entire stay, including tax and cleaning, when you book.

Is there a security deposit?

For stays up to 30 nights you will never be charged a security deposit prior to your stay, but we do need to keep a credit card on file in case of incidentals. For stays longer than 30 nights in some cities, you may be charged a deposit depending on the destination. In the event the space is a damaged, or our house rules violated, we will charge the amount owed to the credit card on file.

What is your cancellation policy?

All bookings made at least a week before check-in are fully refundable if cancelled within 24 hours of booking. After this, you will receive a 50% refund if you cancel at least 7 days before the start of your trip.

Time of Cancelation

Refund

Within 24 hours of booking or 30 days or more before stay

100% Refund (booking must be made at least 7 days before check in)

7 days or more before stay

50% Refund

Less than 7 days

No refund

During Your Stay

Will someone meet me at my Sonder?

We will send you instructions on how to enter your Sonder three days prior to your arrival, after you’ve completed the online check-in process. Your instructions will include secure access codes, a lockbox location, or in rare instances, guidance on how to meet a Sonder employee. If you have any questions or concerns, you can text or call us anytime.

What are your house rules?

Sonder has three simple rules: no smoking, no parties, and no pets. These rules are applicable to all reservations unless stated in your rental agreement. Violating these rules may result in fees or eviction. In addition, our quiet hours are from 10pm - 8am local time.

What are your check-in and checkout times? Are they flexible?

Check-in is anytime after 4 pm, and check-out is 11 am. We may be able to accommodate an earlier or later time depending on availability.

To request a different time, go to My Stays and then click on the "Request early check-in" or "Request late check-out" button for your stay.

Do you provide daily housekeeping service?

We do not provide daily housekeeping service, however if you ever need extra towels or fresh linens, just text us at 1-617-300-0956, and we'll be happy to provide them.

Are your spaces child-friendly? Do you provide cribs? What about high chairs?

We happily host many families. If you have any child-specific questions or requests, text or call us anytime.

Do you have extra beds available if we have an additional guest?

We do not provide extra beds or air mattresses.

What kind of amenities will I find in my Sonder?

All Sonders are fully stocked to ensure you have the comforts of home while you stay with us. This includes bath amenities, fresh towels, coffee, and kitchen essentials.

Do you have kitchen necessities if I want to cook?

All kitchens are equipped with 55 unique items ranging from cooking utensils to dinnerware to prep materials. We also provide basic condiments such as olive oil, salt, and pepper.

Do I need to bring my own soap or shampoo?

All Sonders come with premium bath amenities.