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 a receipt for that charge via email.
&nbsp;
You can find your most recent receipt in the Sonder App. To do so, follow these steps:
<ol>
<li>Open the Sonder App</li>
<li>Navigate to the Stays tab</li>
<li>Select the Stay corresponding to the receipt you need</li>
<li>Scroll down to &ldquo;The important stuff&rdquo; section and tap &ldquo;Your booking&rdquo;</li>
<li>Your Stay details will load. Tap &ldquo;Download receipt&rdquo; to download a copy of the booking&rsquo;s latest receipt.</li>
</ol>
&nbsp;
Booking on other sites
Please note, if you did not complete your booking payment directly with Sonder, please reach out to the booking site you used to receive a copy of your receipt.

How do I request a receipt?

You can easily book a Sonder on the main page of our website, or %{mahalo_link}. You can browse by specific dates and cities, then add filters such as neighborhood, price, and parking.
&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>.

How do I book a Sonder?

Sonder&rsquo;s check-in 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 online check-in.

What's Sonder’s online check-in process?

It&rsquo;s best to complete the online check-in process as soon as you&rsquo;ve booked your stay with Sonder. At the very latest we recommend you complete it before you travel.&nbsp;
&nbsp;
This is because most of our properties do not have in-person check-ins, so if you arrive having not checked in online, you will need to check-in online in order to receive your Sonder&rsquo;s access information.&nbsp;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;
We recommend using a computer and an updated version of Google&rsquo;s Chrome browser to complete the online check-in process. If you encounter issues, we recommend trying on google chrome and/or on a computer prior to %{contacting_us_link} for assistance.&nbsp;

When's the best time to complete your online check-in process?

Sonder will verify the information you provide in our online check-in 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?

Yes, in most cases you will need to complete the online check-in process regardless of whether or not you booked through a third party. You will receive email communications from Sonder specific to the third party you booked through, make sure to review and follow the instructions specific to your reservation.&nbsp;

Do I need to complete the online check-in process if I booked through a third party?

If you&rsquo;ve booked directly with Sonder or you booked through a third party but paid Sonder directly for your stay, the person that paid for the booking will need to complete the online check-in process.&nbsp;
&nbsp;
If you&rsquo;ve booked with Airbnb, or paid using a third party that leverages virtual credit card payments, then the person whose name the booking is under will need to complete the online check-in process.

Who in my travel party needs to complete the online check-in process?

Once your personal information has been verified, you will receive the instructions to access your Sonder within 72hrs of your check-in time (our standard is 4 pm, local time).&nbsp;
&nbsp;
If you complete your online check-in process within 72hrs of your check-in date, we may need to review your information before sending access information - we appreciate your patience in these instances, and rest assured we prioritize reviewing your information the closer you are to your scheduled arrival.

Once I have completed the online check-in process, when will I receive the access instructions for my Sonder?

In addition to the cost of staying in a Sonder, we charge standard hotel taxes (based on local laws and regulations) as well as a cleaning fee. You will see the full breakdown of your charges before payment. For stays up to 30 nights, you won&rsquo;t be charged for a security deposit, but we do need a credit card on file in case of incidental charges, such as damage to the property or furniture. More info can be found in our %{house_rules_link}. For stays longer than 30 nights, we may charge a deposit depending on where you&rsquo;re staying, but it will be returned once we&rsquo;ve completed a check of the property after your stay.

Are there any extra charges or fees?

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.
If you booked through a third party, check <a href="https://www.sonder.com/help/check_in_questions/third_party" target="_blank" rel="noopener">here</a>.

When and how do I pay?

For stays up to 30 nights, you won’t be charged a security deposit, but we do need a credit card on file
in case of incidentals. 
For stays longer than 30 nights, we may charge a deposit depending on where you’re staying. Following your
stay, if the space is damaged or house rules are violated, we may charge fees to the card on file.

Is there a security deposit?

Easily extend your stay through the %{mahalo_link} or on the %{profile_link} page of our website by
selecting “Manage Reservation”.


How do I extend my booking?

You can cancel in the Sonder app or on your <a href="https://www.sonder.com/profile">&ldquo;My Stays&rdquo; page</a> by selecting "Manage Reservation.&rdquo; If your stay has started and you need to leave early, you can also manage your reservation through the app. Go to &ldquo;Edit reservation&rdquo; and then &ldquo;Change dates.&rdquo;
We offer two rates on Sonder.com, and each one has its own cancellation policy. You may select your rate at checkout.
<h3>Economy rate</h3>
Non-refundable booking
<ul>
<li>Cancellations made more than 24 hours after booking are non-refundable.</li>
</ul>
<h3>Flex rate</h3>
Book with peace of mind
<ul>
<li>Cancel or modify more than three days before check-in and get a full refund.</li>
<li>Cancellations 3 days or fewer before checkin are non-refundable.</li>
</ul>
For longer stays, paid in monthly installments, we require at least 30-days notice to cancel or modify without fees.
&nbsp;
Booking on other sites
Please cancel or modify your reservation through the site you booked on.&nbsp;
When you book on other sites, you'll likely encounter stricter cancellation policies. Always make sure to check a site's cancellation policy before booking and reach out to them directly if you have questions.

How do I cancel my stay?

Contact our Guest Services team. You can contact us via the %{profile_link} page on your account or
via the %{mahalo_link}


My receipt is incorrect. How do I get it fixed?

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

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 check-in time is 4 p.m. and our checkout time is 11 a.m.&nbsp;
&nbsp;
Depending on availability, you can change your check-in or checkout time through the %{mahalo_link} or on the %{profile_link} page of our website. Click &ldquo;Edit&rdquo; in the Arrival + departure section in the &ldquo;Overview&rdquo; tab. You&rsquo;ll see any available times there. 
&nbsp;
If there aren&rsquo;t any open time slots, you can always check the app again later &ndash; sometimes our housekeeping schedule changes.&nbsp;

How do I request an early check-in or a late checkout?

We don&rsquo;t provide daily housekeeping, but if needed, you can request extra %{towel_request_link}, %{sheets_request_link}, %{pillows_request_link}, or %{coffee_request_link}.

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’re happy to look and return it if found.
Fill out this form 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?

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 towels?

How do I request extra sheets?

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?

We’ve created a <a href="https://www.sonder.com/covid-response">specially-designed resource</a>
with information about what we’re doing to keep our guests (and employees) safe during these
times. 

We’re encouraging our entire community to exercise recommended social distancing
practices and common areas in our buildings may have limited or no access at this time. 

We are committed to making your stay as comfortable as possible, but we also need to do
what we can to keep our guests and staff safe; therefore, we may be unable to fulfil
every request. Our teams follow contact-free practices and will leave items outside your
door wherever possible.

Our response to Covid-19

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