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, text or call our concierge team at 1-617-300-0956.

General

What is Sonder?

You can learn more about Sonder and our story here.

Booking

How do I make a booking directly with Sonder?

You can browse our homes by city and filter for your exact needs. When you are ready to book, simply make your reservation online and it is instantly confirmed. If you have specific needs or want some help choosing a neighborhood, text or call our concierge team at 1-617-300-0956. We are available to assist 24/7.

Can I book last minute?

Yes. For last-minute bookings, please give us a text instead of booking through the website. This way, we’ll be able to tell you exactly which Sonders are available in your destination.

What is your pre-check-in process?

We want to make your arrival experience as seamless as possible and in order to do so, we need to get some paperwork completed before you arrive, sometimes this includes collecting a picture of a government issued ID and a selfie of you holding it. We do this to verify identity and ensure the safety of our guests in all of our homes. We also ask that you confirm your contact details by verifying your email address and phone number.

Are there any additional charges?

In addition to the nightly rate, there is a cleaning fee. It covers 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, at time of purchase.

Do you hold a security deposit?

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. 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

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?

In some cases, yes. Most often we will send you instructions on how to enter your Sonder 72 hours prior to your arrival, after you’ve completed the pre-check-in process. Your instructions will include secure access codes or a lockbox location. If you have any questions or concerns, you can text or call us anytime.

What are your house rules?

We ask that our guests respect the space by never smoking, including on balconies and terraces. We also have a no party policy, which includes no excessive noise at anytime. Most Sonders are sadly not pet friendly.

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

Check-in is anytime after 4 pm, and checkout time is 11 am. If there is not another guest checking in or out of your Sonder, we may be able to accommodate an earlier or later time. Just let us know what hour you prefer, and we’ll do our very best.

Will there be someone to change the linens? Provide fresh towels?

While we do not provide daily housekeeping service, if you ever need extra towels or fresh linens, just text our concierge number 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 about your Sonder, our concierge team can give exact details. We can provide a portable Pack ‘n Play free of charge. Unfortunately, we do not have high chairs at our spaces.

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

We unfortunately cannot provide air mattresses.

Do you have kitchen necessities if I want to cook?

We provide essential cooking utensils, pots and pans, as well as basic condiments.

Do I need to bring my own shampoo? Body wash?

We do provide excellent quality toiletries.