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 and under the Stays tab 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?

We&rsquo;re thrilled to announce our partnership with Marriott, which brings you exciting new login options! Wondering which option to use when accessing your Sonder app or Sonder.com? Don&rsquo;t worry&mdash;we&rsquo;ve got you covered. Simply follow the guidance below based on the booking site you used.
<ul>
<li aria-level="1">If you booked with Sonder, please log in with your Sonder Account credentials.&nbsp;</li>
<ul>
<li aria-level="2">If you booked with Sonder and can&rsquo;t find your reservation when you log in using the above guidance, please use the &lsquo;Find your reservation&rsquo; tool.&nbsp;</li>
</ul>
<li aria-level="1">If you booked with Marriott, please log in with your Marriott Bonvoy credentials.&nbsp;</li>
<li aria-level="1">If you booked with any other site, please use the &lsquo;Find your reservation&rsquo; tool.&nbsp;</li>
</ul>
&nbsp;
<hr />
<h2>FAQs</h2>
Why don&rsquo;t I see my previous bookings in the Sonder App?&nbsp; Visit <a title="" href="https://www.sonder.com/help/check_in_questions/find_reservation?source=direct" target="_blank" rel="noopener">Why can&rsquo;t I see my reservation on the Sonder App?</a> for more information.

Which login method should I use?

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 reservation was made from the below list to view the pre-arrival verification steps:&nbsp;
&nbsp;
Please note that if you received an email or message from <a href="mailto:reservations@sonder.com">reservations@sonder.com</a> stating we have updated our systems as part of our participation in the Marriott Bonvoy program, you should follow <a title="" href="https://www.sonder.com/help/check_in_questions/marriott-checkin?source=direct" target="_self">this flow</a>.&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/marriott-checkin?source=direct" target="_self">Through Marriott</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>FAQs</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. If pre-arrival has not been completed prior to arrival, check-in instructions and access codes will be unavailable.
&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; 
If you want more information about pre-arrival verification, see <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> 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 reservations, do I have to complete pre-arrival verification for each reservation?&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 reservations - 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?

About Sonder by Marriott Bonvoy

If you booked directly with Sonder or purchased an additional service for your Sonder stay, such as breakfast, you&rsquo;ll receive an email with the subject &lsquo;Your updated payment summary,&rsquo; which includes your folio as an attachment. You can also find your most up-to-date folio in the Sonder app by following these steps:
&nbsp;
<ol>
<li style="font-weight: 300;" aria-level="1">Log in 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 style="font-weight: 300;" aria-level="1">Navigate to your stay details: Select the Stays tab and select your upcoming stay. </li>
<li style="font-weight: 300;" aria-level="1">Download your folio: Scroll down to the &lsquo;The important stuff&rsquo; section, select &lsquo;Booking details,&rsquo; and then &lsquo;Download receipt.&rsquo; The folio will open in your internet browser. View and download your folio from here.&nbsp;</li>
</ol>
<hr />
If you booked a Sonder with Marriott, please reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for a copy of your folio.&nbsp;
<hr />
If you booked a Sonder with one of our other partners like Airbnb, Booking.com, Expedia, or VRBO, you&rsquo;ll need to log in to the booking platform&rsquo;s app or website to view and download your folio. 
<hr />
<h2>FAQs</h2>
 Why don&rsquo;t I see my folio on the Sonder app? 
<ul>
<li style="font-weight: 300;" aria-level="1">If you&rsquo;re receiving an error message after you select &lsquo;Download receipt&rsquo; on the Sonder app, follow the guidance on the pop-up. For example, if you receive the following message, head to the site you used to book to view and download your folio.</li>
<li style="font-weight: 300;" aria-level="1">If you booked with Sonder or purchased an additional service and cannot find your folio using the above guidance, reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance.&nbsp;&nbsp;</li>
</ul>
&nbsp;
My folio is incorrect. How do I get it fixed? Reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance. We&rsquo;re happy to help!

How do I request a folio?

<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?

Sonder accepts the following payment methods:
<ul>
<li style="font-weight: 300;" aria-level="1">Visa</li>
<li style="font-weight: 300;" aria-level="1">Mastercard</li>
<li style="font-weight: 300;" aria-level="1">American Express (Amex)</li>
<li style="font-weight: 300;" aria-level="1">Discover</li>
<li style="font-weight: 300;" aria-level="1">Diners Club*</li>
<li style="font-weight: 300;" aria-level="1">Apple Pay</li>
<li style="font-weight: 300;" aria-level="1">Google Pay</li>
<li style="font-weight: 300;" aria-level="1">Sonder Credits</li>
<li style="font-weight: 300;" aria-level="1">Marriott Bonvoy points</li>
<li style="font-weight: 300;" aria-level="1">Marriott Bonvoy gift cards</li>
<li style="font-weight: 300;" aria-level="1">Direct Bill*</li>
<li style="font-weight: 300;" aria-level="1">Prepaid cards not issued by a US bank or financial institution</li>
</ul>
*Only available when you reserve with Marriott.
<hr />
<h2>FAQs</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">Cash</li>
<li aria-level="1">Any other methods not listed above (e.g. Venmo, Cashapp, bank transfers)</li>
</ul>
&nbsp;
Can I change the method of payment after booking? If you booked a Sonder but haven&rsquo;t yet paid for your reservation, you can change the method of payment on Marriott.com (see steps <a href="https://help.marriott.com/s/article/Article-22037#:~:text=How%20do%20I%20use%20an%20alternative%20card%20on%20an%20existing%20Reservation%20online%3F">here</a>) or the site you booked with. Once you&rsquo;ve paid for your reservation, you won&rsquo;t be able to change the method of payment used. However, you can cancel and rebook your Sonder stay using an alternate method of payment if you&rsquo;re within your cancellation policy. 
&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 does Sonder accept?

<ol>
<li style="font-weight: 300;" aria-level="1">Complete pre-arrival verification: It's best to complete the pre-arrival verification process as soon as you've booked your stay with Sonder. At the very latest, we recommend at least 24 hours in advance and prior to any travel. Pre-arrival verification only takes about 5 minutes to complete, depending on local regulations and requirement,s and can be started <a title="" href="http://sonder.com/prearrival" target="_blank" rel="noopener">here</a>. 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> for more information. </li>
<li style="font-weight: 300;" aria-level="1">Be on the lookout for further information and/or your access instructions: If we need more information, we&rsquo;ll reach out via email detailing the next steps. Once we have all your necessary information, we will promptly email you with detailed stay information. If you&rsquo;ve booked multiple rooms, keep an eye out for access instructions for each of your bookings. Please note that access codes will become available on the Sonder app and provided via email 24 hours before your arrival. For security purposes, you must log in or select &lsquo;Find your reservation&rsquo; to view your access codes. </li>
<li style="font-weight: 300;" aria-level="1">Download the Sonder app: If you haven&rsquo;t already, we highly recommend that you download the Sonder app which is an essential tool to make the most of your stay and is critical for enjoying Sonder&rsquo;s technology-rich guest experience! See <a title="" href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct" target="_blank" rel="noopener">How and why should I download the Sonder app?</a> for more information. </li>
<li style="font-weight: 300;" aria-level="1">Prepare for your Sonder stay: Since check-in is often contactless, ensure you have the necessary access information handy. Before you arrive, you can also let us know about any <a href="https://www.sonder.com/help/during_stay_questions/special_occasion?source=direct">special occasions </a>and&nbsp;request special items like a <a href="https://www.sonder.com/help/during_stay_questions/pack_and_play?source=direct">pack &lsquo;n play</a> or <a href="https://www.sonder.com/help/during_stay_questions/noise_machine?source=direct">noise machine</a>. </li>
<li style="font-weight: 300;" aria-level="1">Arrive at your Sonder: Referencing the access information on your Sonder app or email, head to the provided address at your designated check-in time. If provided, use your access codes to enter the building and Sonder space. If you're instructed to visit the front desk upon arrival, head there. If you need luggage storage, see <a title="" href="https://www.sonder.com/help/during_stay_questions/luggage_storage?source=direct" target="_blank" rel="noopener">Need a place to store your bags?</a> for more information. </li>
<li style="font-weight: 300;" aria-level="1">Enjoy your Sonder stay: If we can do anything to make your Sonder stay more comfortable, please don&rsquo;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> for assistance.&nbsp;</li>
</ol>
&nbsp;
<hr />
<h2>FAQs</h2>
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; 
If you want more information about pre-arrival verification, see <a title="" href="https://www.sonder.com/help/check_in_questions/check_in_questions?source=direct" target="_blank" rel="noopener">What's Sonder&rsquo;s pre-arrival verification process?</a> If you&rsquo;re having issues with pre-arrival verification, 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;&nbsp;

How do I prepare for a Sonder stay?

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 spp.
<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 your settings: Select the Profile 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>FAQs</h2>
Why can&rsquo;t I update my account details in the Sonder app?
<ul>
<li style="font-weight: 300;" aria-level="1">If you logged in using your Marriott Bonvoy account, you&rsquo;ll see a banner at the top of the Profile tab asking you to visit the Marriott website. Use your Marriott Bonvoy app or head to Marriott.com to update your account.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">If you booked with Airbnb, you won&rsquo;t have a Sonder account connected to your booking, but you can update your phone number connected to your booking.&nbsp;</li>
</ul>
 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 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. 
&nbsp;
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 by following steps 1-2 in the above section. If the email address is correct, reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance. If you need to update your email address, follow these steps:&nbsp;
<ul>
<li style="font-weight: 300;" aria-level="1">If you&rsquo;re logged into your Sonder account, follow steps 3-5 above.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">If you&rsquo;re logged into your Marriott Bonvoy account, head to your Marriott Bonvoy app or Marriott.com to update your email address.</li>
<li style="font-weight: 300;" aria-level="1">If you booked with Airbnb, check your Airbnb messenger for all important stay information.</li>
</ul>
&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 which can receive SMS messages. You can check which phone number is connected to your Sonder account by following steps 1-2 in the above section. If the phone number is correct, reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance. If you need to update your phone number, follow these steps:&nbsp;
<ul>
<li style="font-weight: 300;" aria-level="1">If you&rsquo;re logged into your Sonder account or booked with Airbnb, follow steps 3-5 above.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">If you&rsquo;re logged into your Marriott Bonvoy account, head to your Marriott Bonvoy app or Marriott.com to update your phone number</li>
</ul>

How do I update my contact information?

If another guest in your party is arriving before you and needs access to your Sonder, here&rsquo;s what to do:
<ol>
<li style="font-weight: 300;" aria-level="1">Ensure your pre-arrival verification is complete. For more information, 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></li>
<li style="font-weight: 300;" aria-level="1">Check your check-in instructions email to see if you&rsquo;re asked to click through to see your access codes or if you&rsquo;re directed to stop by the front desk upon arrival.</li>
<li style="font-weight: 300;" aria-level="1">Once you know, follow the instructions in the relevant section below to ensure your party can easily access your Sonder.</li>
</ol>
<hr />
<h2>Self-Check-In via Access Codes</h2>
For another guest to access your Sonder, you must personally share the access instructions with them. You can download your access instructions 24 hours before your check-in time by following these steps:
<ol>
<li style="font-weight: 300;" aria-level="1">Click the &lsquo;View access details&rsquo; button in the access details email you received. You will be redirected to Sonder.com.</li>
<li style="font-weight: 300;" aria-level="1">Select &lsquo;Find your reservation.&rsquo;</li>
<li style="font-weight: 300;" aria-level="1">Enter your confirmation code, check-in date, and your full name.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">On the access details page, view the access details and click the &lsquo;Save as image&rsquo; button to save the image.</li>
<li style="font-weight: 300;" aria-level="1">Share the saved image via text or email with other members of your party.&nbsp;</li>
</ol>
<hr />
<h2>In-Person Check-In via Front Desk</h2>
If your check-in instructions email directs you to the front desk upon arrival to gain access to the room, it is essential that the name of any additional guest in your party needing access to your Sonder space prior to your arrival have been added to the reservation. If you did not add the guest during the booking process, 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 add another guest to your reservation.
&nbsp;
Please note that only the individuals listed on the reservation will be granted access to the Sonder space.&nbsp;

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

We're excited to welcome you to Denver for your upcoming Sonder stay! We&rsquo;ve recently updated our systems as part of our <a title="" href="https://help.marriott.com/s/article/Article-37121" target="_blank" rel="noopener">participation in the Marriott Bonvoy program</a>. While this will not impact your reservation, there will be some changes to your pre-arrival experience:
<ul>
<li aria-level="1">You can access your reservation using <a title="" href="http://sonder.com/prearrival" target="_blank" rel="noopener">this link</a>, or by logging out and then selecting &lsquo;Find your reservation&rsquo; in the Sonder app. Your reservation will no longer be visible in the Sonder app or website if you log in with your Sonder account.&nbsp;</li>
<li aria-level="1">If you haven&rsquo;t already done so, please complete pre-arrival verification <a title="" href="http://sonder.com/prearrival" target="_blank" rel="noopener">here</a>. Remember, you must complete <a title="" href="https://www.sonder.com/help/check_in_questions/check_in_questions?source=direct" target="_blank" rel="noopener">pre-arrival verification</a> to receive your access codes.</li>
<li aria-level="1">If you previously added a guest to your reservation, they will no longer be able to view it in the Sonder app. Please save your access details and share with your guest so they can access your Sonder space.&nbsp;</li>
</ul>
Thank you for your support during this exciting transition! We appreciate your patience and understanding during this time. Please feel free to <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">contact us</a> or message us via the Sonder app any time if you have questions.&nbsp;
<hr />
<h2>FAQs</h2>
Which reservations are impacted by the changes?&nbsp; Reservations booked in Denver properties on or prior to April 15, 2025, with a check-in date starting from April 16, 2025, will not appear in the Sonder app when you log in with your Sonder account info. However, your reservation remains confirmed in our system!
&nbsp;
Why can&rsquo;t I see my current or upcoming stay on my Sonder account?&nbsp; Changes to our systems are impacting the visibility of your reservation when logged in with your Sonder account. Don&rsquo;t worry, your reservation is still in place! Head to <a title="" href="http://sonder.com/checkin" target="_blank" rel="noopener">sonder.com/checkin</a>, fill in your reservation information, and click 'Continue.'
&nbsp;
Why is my link for pre-arrival verification not working? Please visit <a title="" href="http://sonder.com/prearrival" target="_blank" rel="noopener">sonder.com/prearrival</a> to complete your Pre-Arrival Verification.
&nbsp;
It is 72 hours before arrival, why haven&rsquo;t I received my access codes? As part of our system transition, you will now receive your access codes 24 hours prior to check-in. An email will be sent when they are available and you can view your codes in the Sonder app.
&nbsp;
How can I modify my reservation?&nbsp;
<ul>
<li style="font-weight: 300;" aria-level="1">If you booked directly with Sonder you must contact our <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">24/7 support team</a> for assistance.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">If you booked through an online travel site, you must contact the platform directly to modify your reservation.&nbsp;</li>
</ul>
&nbsp;
Where can I find my confirmation number for my booking?&nbsp; Your confirmation number can be found in your confirmation email from Sonder or your booking site.
&nbsp;
How can I contact Sonder for inquiries or assistance? For the best experience, contact our 24/7 team via chat in the Sonder app. You may also <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">call, text, or email</a>.&nbsp;
&nbsp;
How do I check in?&nbsp; You must first complete online Pre-Arrival Verification at <a title="" href="http://sonder.com/prearrival" target="_blank" rel="noopener">sonder.com/prearrival</a>. Once you are within 24 hours of check-in, you will receive an email directing you to your room number and access codes. On your day and time of arrival, you can then proceed directly to your Sonder space without needing to pass by a front desk!
&nbsp;
How do I find out more about the Sonder and Marriott Bonvoy partnership? You can learn about the Sonder and Marriott partnership, including all the benefits you receive as a Marriott Bonvoy guest, here: <a title="" href="https://help.marriott.com/s/article/Article-37121" target="_blank" rel="noopener">About Sonder by Marriott Bonvoy?</a>&nbsp;
&nbsp;
Where can I find information about Sonder amenities and services? For information on your Sonder&rsquo;s specific amenities and services, please log into the Sonder app and view details for your stay.

Sonder by Marriott Bonvoy - changes for guests staying at Sonder Properties in Denver from April 16, 2025

All Sonders are fully stocked to ensure you have the comforts of home during your stay. We also offer essential spaces in many of our Sonder buildings which can be used to stock up on commonly used items such as coffee, cream and sugar, dishwasher and laundry pods, earplugs, toilet paper, and garbage bags. Refer to the <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">Sonder App </a>or log onto the <a href="https://www.sonder.com/profile">My Stays</a> page of our website to locate the essential space, where available.&nbsp;
&nbsp;
If you run out of any included items during your stay, we&rsquo;re happy to make a one-time courtesy delivery. If you&rsquo;d like to request a replenishment, chat with us on the <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">Sonder App</a> or contact our <a href="https://www.sonder.com/contact-info">24/7 support team</a>. Alternatively, refer to the <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">Sonder App </a>or log onto the <a href="https://www.sonder.com/profile">My Stays</a> page of our website to find nearby stores and delivery services.
<hr />
<h3>Frequently Asked Questions</h3>
Can I request additional beds if I want extra guests to stay?
While we don&rsquo;t offer extra beds or air mattresses, many Sonder spaces include sleeper sofas to accommodate additional guests. To find the right fit, use the search filters to specify the number of beds or bedrooms you need. The maximum occupancy for each Sonder, including the sleeper sofas, is clearly listed to help you plan your stay.
&nbsp;
How can I request a nonstandard item?&nbsp;
If you have a special item or service request such as a pack &lsquo;n play, use the below link to request the item be delivered to your Sonder:
<ul>
<li style="font-weight: 300;" aria-level="1"><a href="https://www.sonder.com/help/during_stay_questions/pack_and_play?source=direct">Pack &lsquo;n play</a></li>
<li style="font-weight: 300;" aria-level="1"><a href="https://www.sonder.com/help/during_stay_questions/noise_machine?source=direct">Noise machine</a></li>
<li style="font-weight: 300;" aria-level="1"><a href="https://www.sonder.com/help/during_stay_questions/pillows_request?source=direct">Extra pillows</a></li>
<li style="font-weight: 300;" aria-level="1"><a href="https://www.sonder.com/help/during_stay_questions/special_occasion?source=direct">Special occasion request</a></li>
</ul>
&nbsp;
How can I make special requests due to allergies or health concerns?&nbsp;
If you have any specific requests due to allergies or health concerns (e.g. a feather-free room), chat with us on the <a href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">Sonder App</a> or contact our <a href="https://www.sonder.com/contact-info">24/7 support team</a> so we can ensure you&rsquo;re comfortable during your stay with us.&nbsp;

How do I request extra items?

Have a duplicate Sonder Account? No longer traveling and want to delete your Sonder Account? No problem! Follow the steps below to delete a Sonder Account in the Sonder App.
&nbsp;
Please note this action is irreversible.
&nbsp;
<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 href="https://www.sonder.com/help/booking_questions/sonder_app_overview?source=direct">How do I download the Sonder App? </a></li>
<li style="font-weight: 300;" aria-level="1">Navigate to your settings: Select the Profile tab (the rightmost tab on the bottom toolbar) and then &lsquo;Settings.&rsquo; </li>
<li style="font-weight: 300;" aria-level="1">Initiate the deletion: Scroll down to and select 'Request account deletion,&rsquo; then select the specific reason for the request. </li>
<li style="font-weight: 300;" aria-level="1">Agree to the terms &amp; conditions: Review the terms and conditions carefully, then select 'Yes, delete my account' to complete the process. </li>
</ol>
Having trouble? If you&rsquo;re unable to access your Sonder App or are having trouble with the above steps, you can email privacy@sonder.com to request your Sonder Account be deleted. In the email please include your full name, date of birth, and email address associated with your Sonder Account.
&nbsp;
<hr />
<h2>Frequently Asked Questions</h2>
&nbsp;
Why don&rsquo;t I see the option to delete my account?&nbsp; The 'Request account deletion' button only displays if there are no upcoming or active reservations on the account.&nbsp;
&nbsp;
How long will it take for my Sonder Account to be deleted?&nbsp; Once a request has been submitted through the app, the data associated with your account won't be deleted until at least 30 days after your most recent reservation. This is to ensure that any fraud or post-reservation issues can be resolved with accurate guest information.
&nbsp;
What data will be removed when I delete my Sonder Account?&nbsp; The data associated with your account includes reservation history, personal information, and payment information.&nbsp;

How can I delete a Sonder Account?

If you&rsquo;ve completed pre-arrival verification, and it&rsquo;s within 24 hours of your arrival, you should have access instructions in your email inbox and Sonder app. If your access codes aren&rsquo;t available and there is a notice on your instructions stating &lsquo;To view your access details, please update your payment,&rsquo; there is an issue with the card you provided. To receive access instructions, follow the guidance below based on the booking site you used:&nbsp;
&nbsp;
<ul>
<li style="font-weight: 300;" aria-level="1">If you booked directly with Sonder or Marriott, follow the steps outlined in <a href="https://help.marriott.com/s/article/Article-22037#:~:text=How%20do%20I%20use%20an%20alternative%20card%20on%20an%20existing%20Reservation%20online%3F">How Do I Update My Credit Card Information?</a> to update the card on file.</li>
<li style="font-weight: 300;" aria-level="1">If you booked through Airbnb, follow the steps outlined in <a href="https://www.airbnb.com/help/article/2512">Something went wrong with your payment - Airbnb Help Center</a> to update the card on file.</li>
<li style="font-weight: 300;" aria-level="1">If you booked through Booking.com, follow the steps outlined in <a href="https://help.business.booking.com/hc/en-us/articles/360043308972-How-can-I-add-or-remove-a-credit-card#:~:text=You%20can%20add%20a%20personal,you'd%20like%20to%20delete">How can I add or remove a credit card?</a> to update your payment method.</li>
<li style="font-weight: 300;" aria-level="1">If you booked through another online booking site like Expedia, VRBO, or Hotwire, please contact them directly for assistance updating the card on file.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">If you booked with a Sonder sales representative, please contact them directly for assistance updating the card on file.&nbsp;</li>
</ul>
<hr />
<h2>FAQs</h2>
Can I change the method of payment after booking? If you booked using a pay-later option, you can change the method of payment on Marriott.com (see steps <a href="https://help.marriott.com/s/article/Article-22037#:~:text=How%20do%20I%20use%20an%20alternative%20card%20on%20an%20existing%20Reservation%20online%3F">here</a>) or the site you booked with. Once you&rsquo;ve paid for your reservation, you won&rsquo;t be able to change the method of payment used. However, you can cancel and rebook your Sonder stay using an alternate method of payment if you&rsquo;re within your cancellation policy.&nbsp;
&nbsp;
I updated the payment details on an online booking site, but I still don&rsquo;t see my access codes. What should I do?&nbsp; If you&rsquo;re still having trouble, please contact our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance. We&rsquo;re more than happy to help!&nbsp;

Why haven’t I received access details?

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 bedrooms and 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; text box. 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;
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;
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 title="" href="https://www.sonder.com/help/booking_questions/accepted-payment?source=direct" target="_blank" rel="noopener">here</a>) and click &lsquo;Complete booking&rsquo; to finalize your stay!
&nbsp;
Step 5. Complete pre-arrival verification: All Sonder travelers must complete our pre-arrival verification process to receive room numbers and access codes. 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> for more information. 
&nbsp;
We strongly encourage you to complete pre-arrival verification as soon as possible to ensure a smooth and hassle-free arrival.
&nbsp;
Need help finding your perfect space? Call our Reservations team by <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">clicking here</a> and selecting your country's phone number, or email us at inquiries@sonder.com. For stays of 90 nights and longer, please email our Sales team at <a href="mailto:sales@sonder.com">sales@sonder.com</a>. For business travel or group bookings of 10 or more Sonders, please fill out the appropriate form <a title="" href="https://www.sonder.com/business-and-group" target="_blank" rel="noopener">here</a>. 
<hr />
<h3>FAQs</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 that some Sonders have a minimum booking and stay age requirement of 21 years (21+). This will be noted on the listing.&nbsp;
&nbsp;
Why am I being redirected to Marriott.com? As we begin to integrate our Sonders into Marriott&rsquo;s digital channel, you may be redirected to Marriott.com after completing step 1. If this happens, simply use the Marriott Bonvoy app or continue on Marriott.com to complete your reservation.
&nbsp;
How do I redeem or earn 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.
</div>

How do I book a Sonder?

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 &lsquo;Sonder.&rsquo;
<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 or Marriott Bonvoy account. Alternatively, you can look up your reservation using the 'Find your reservation' tool.
&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 <a href="https://www.sonder.com/help/check_in_questions/how_to_pav?source=direct">pre-arrival verification</a></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 <a href="https://www.sonder.com/help/during_stay_questions/parking?source=direct">purchase a parking spot</a>* when available</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 reservation 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 title="" href="https://www.sonder.com/help/booking_questions/modify_booking?source=direct" target="_blank" rel="noopener">Modify or cancel your stay</a>*</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>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.</li>
<li>Review Sonder <a href="https://www.sonder.com/house-rules" target="_blank" rel="noopener"> House Rules</a></li>
</ul>
*Restrictions apply. Please open the hyperlinked article for more information.&nbsp;

How and why should I download the Sonder app?

Sonder requires a credit or debit card to be placed on file to cover pay-later reservation costs, additional services added throughout the stay, and incidentals. Depending on your banking institution, you may see a &lsquo;pending&rsquo; charge on your account within 25 hours of your scheduled check-in.&nbsp;
&nbsp;
The hold is released or charged within 2 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">Terms of Service</a>.&nbsp;
&nbsp;
If you booked a group or business 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 your sales contact or group organizer.&nbsp;
<hr />
<h2>FAQs</h2>
Can I change the card I placed on file for incidentals?&nbsp; See <a href="https://www.sonder.com/help/booking_questions/update_card?source=direct">How can I update the card I have on file?</a> for more information.

Does Sonder pre-authorize my card?

If you booked directly with Sonder, you can easily cancel, shorten, or extend your stay through the Sonder app or Sonder.com by following the below steps:
<ol>
<li aria-level="1">Log in&nbsp;to the Sonder app or Sonder.com: 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 aria-level="1">Navigate to your stay details: In the Sonder app, select the Stays tab and then your upcoming stay. On Sonder.com, go to My Stays. </li>
<li aria-level="1">Modify your stay:&nbsp; In the Sonder app, select &lsquo;Booking details,&rsquo; then &lsquo;🗓️ Change dates&rsquo; or &lsquo;❌ Cancel reservation.&rsquo; On Sonder.com, find your reservation and select &lsquo;Change dates&rsquo; or &lsquo;Cancel reservation&rsquo; from the Manage reservation dropdown. Follow the prompts to fulfill your request. </li>
</ol>
Please note&nbsp;that if you received an email from <a href="mailto:reservations@sonder.com">reservations@sonder.com</a>&nbsp;stating we have updated our systems as part of our participation in the Marriott Bonvoy program, you should contact our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance. 
<hr />
If you booked directly with Marriott, you can use your Marriott Bonvoy app or Marriott.com to cancel, shorten, or extend your stay.&nbsp;
<hr />
If you booked with one of our other partners like Airbnb, Booking.com, or Expedia, you&rsquo;ll need to log in to the booking platform&rsquo;s app or website to cancel, shorten, or extend your stay. 
<hr />
<h3>FAQs</h3>
Why can&rsquo;t I use the Sonder App or Sonder.com to cancel or change my stay?&nbsp; There are a few reasons you may not have the option to cancel or modify your stay in the Sonder app or on Sonder.com:&nbsp;
<ul>
<li aria-level="1">The new dates you selected are unavailable. When this happens, the 'Next' button will be greyed out, preventing you from selecting it.</li>
<li aria-level="1">Your booking can&rsquo;t be modified in our system. If this is the case, you will receive a pop-up when you try to cancel or change your dates on the Sonder app. Follow the guidance in the pop-up to modify your stay.&nbsp;</li>
<li aria-level="1">Your reservation was made with our Sales team (e.g. group, corporate, or long-term stay booking). If so, a pop-up will appear. Reach out to your Sales Coordinator directly for assistance.</li>
</ul>
&nbsp;
What can I do if I&rsquo;m experiencing issues changing or cancelling my reservation?
<ul>
<li style="font-weight: 300;" aria-level="1">If you booked with Sonder, reach out to our <a href="https://www.sonder.com/contact-info">24/7 support team</a> for assistance.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">If you booked with Marriott, contact <a href="https://www.marriott.com/help/loyalty-customer-support.mi">Marriott&rsquo;s 24/7 support team</a> for assistance. </li>
<li style="font-weight: 300;" aria-level="1">If you booked with one of our other partners like Airbnb, Booking.com, Expedia, or VRBO, you&rsquo;ll want to contact them directly for assistance.</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 your payment methods: 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>FAQs</h3>
Why can't I remove the card(s) from my account in the Sonder app? 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.
&nbsp;
Why don&rsquo;t I see any card(s) on my account in the Sonder app?
<ul>
<li style="font-weight: 300;" aria-level="1">If you booked with Marriott, follow the steps outlined on <a href="https://help.marriott.com/s/article/Article-22037#:~:text=How%20do%20I%20use%20an%20alternative%20card%20on%20an%20existing%20Reservation%20online%3F">How Do I Update My Credit Card Information?</a> to update the card on file for incidentals, ancillaries, and booking costs when a pay later option was selected. </li>
<li style="font-weight: 300;" aria-level="1">If you booked with any other site, you can contact 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> to update the card on file for incidentals and ancillaries.</li>
</ul>

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 Sonder.com or <a title="" href="http://marriott.com" target="_blank" rel="noopener">Marriott.com</a>. See <a title="" href="https://www.sonder.com/help/booking_questions/how_to_book?source=direct" target="_blank" rel="noopener">How do I book a Sonder?</a> for more information on the booking process. 
 Once booked, your parking options will be included in your check-in instructions or under %{profile_link} on the app.&nbsp;
To purchase parking in the app after booking, follow these steps: 
<ol>
<li aria-level="1">Log in to or find your reservation on 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 aria-level="1">Navigate to your stay details: Select the Stays tab and select your upcoming stay. </li>
<li aria-level="1">Purchase parking, when available: Scroll down to &lsquo;The important stuff,&rsquo; select &lsquo;Parking,&rsquo; and review the information. Select &lsquo;Upgrade my stay&rsquo; and complete the required payment to reserve your parking spot. </li>
</ol>
Please note that Sonder is not liable for any damages and losses incurred at our parking facilities. See our <a href="https://www.sonder.com/terms-of-service#:~:text=use%20of%20Parking%3A-,7.3.2.1.,-You%20acknowledge%20and">Terms of Service</a> for more information.&nbsp;
<hr />
<h2>FAQs</h2>
Why don&rsquo;t I see the option to pay for parking in the Sonder app?&nbsp; If you need assistance finding parking near your Sonder, please <a title="" href="http://sonder.com/app" target="_blank" rel="noopener">download the Sonder app</a> and chat with our 24/7 support team; we&rsquo;re more than happy to help!&nbsp;
&nbsp;
Can I add another vehicle to my reservation? The option to book multiple parking spots varies by building. Please <a title="" href="http://sonder.com/app" target="_blank" rel="noopener">download the Sonder app</a> and chat with our 24/7 support team; we&rsquo;re more than happy to help!&nbsp;
&nbsp;
Can I modify or cancel my parking reservation? If you no longer need parking for your stay, please <a title="" href="http://sonder.com/app" target="_blank" rel="noopener">download the Sonder app</a> and chat with our 24/7 support team; we&rsquo;re more than happy to help!&nbsp;
&nbsp;
Can I purchase parking for part of my stay? If you only need parking for part of your stay, please <a title="" href="http://sonder.com/app" target="_blank" rel="noopener">download the Sonder app</a> and chat with our 24/7 support team; we&rsquo;re more than happy to help!&nbsp;
&nbsp;
If I change the dates on my reservation, will my parking update too? If you change your dates or cancel your stay, your parking reservation will be automatically updated to reflect those changes.&nbsp;
Please note that your parking reservation is subject to the cancellation policy you selected at the time of booking.

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. Marriott Bonvoy&reg; Elite Member late checkout and early check-in benefits are available but subject to availability. Contacting a representative will not lead to additional time slots, as they see what you see.
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 or find your reservation on 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?&nbsp;</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 'Edit check-in time' or 'Edit check-out time' 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>FAQs</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.</li>
<li>Marriott Bonvoy&reg; Elite Members should follow prompts within the Sonder app; times may become available closer to your arrival</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 or find your reservation on 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>FAQs</h2>
&nbsp;
Why can&rsquo;t I schedule a cleaning on my Sonder app?&nbsp;
<ul>
<li aria-level="1">Housekeeping services aren&rsquo;t available. 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.</li>
<li aria-level="1">There is no availability throughout your stay. 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 the 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 down 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>
Please note that 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 the flexibility and convenience of on-demand housekeeping, and are happy to offer it as an opt-in amenity.&nbsp;
&nbsp;
How do I cancel a scheduled cleaning?&nbsp;
<ol>
<li aria-level="1">On the Sonder app, scroll down to &lsquo;Requests and services.&rsquo;</li>
<li aria-level="1">Select &lsquo;Request a cleaning.&rsquo;</li>
<li aria-level="1">Select the scheduled clean you&rsquo;d like to cancel.&nbsp;</li>
<li aria-level="1">Select 'Cancel.'</li>
</ol>

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?

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 have an upcoming stay but don&rsquo;t see it in your Sonder app, follow these steps:&nbsp;
<ol>
<li style="font-weight: 300;" aria-level="1">Log out: Select the &lsquo;Profile&rsquo; tab (the rightmost tab on the bottom toolbar) and then &lsquo;Logout.&rsquo; Select the &lsquo;Stays&rsquo; tab to access the login page. </li>
<li style="font-weight: 300;" aria-level="1">Look up your new reservation: On the login page, select &lsquo;Find your reservation.&rsquo; Enter your confirmation code, check-in date, and full name. Select &lsquo;Continue.&rsquo; </li>
<li style="font-weight: 300;" aria-level="1">Verify your phone number, if prompted: You may receive a verification code via SMS to the phone number connected to your booking. Enter the verification code into the Sonder app. </li>
<li>Review your upcoming booking: Your upcoming booking will show under &lsquo;Stays.&rsquo; </li>
</ol>
<hr />
<h2>FAQs</h2>
Why don&rsquo;t I see my previous bookings in the Sonder app?&nbsp;
If you selected &lsquo;Find your reservation&rsquo; for your upcoming stay, you will only be able to see that specific stay. To view previous bookings, follow these steps:&nbsp;
<ol>
<li style="font-weight: 300;" aria-level="1">Select the green &lsquo;Don&rsquo;t see what you&rsquo;re looking for?&rsquo; banner at the top of the page.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">Select &lsquo;Continue&rsquo; on the pop-up.</li>
<li style="font-weight: 300;" aria-level="1">Log in to the appropriate account:</li>
<ul>
<li style="font-weight: 300;" aria-level="2">Sign in with your Marriott Bonvoy account to view all the linked reservations.</li>
<li style="font-weight: 300;" aria-level="2">Sign in with your Sonder account to view all the linked reservations.</li>
</ul>
</ol>

Why can’t I see my upcoming reservation when I log in to the Sonder app?

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.
&nbsp;
Please note that your preferences are not guaranteed, but we will always do our best to accommodate you. If you require special arrangements, please contact our <a title="" href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">24/7 support team</a> so we can ensure you&rsquo;re comfortable during your stay with us.
<hr />
<h2>FAQs</h2>
I can&rsquo;t find my booking when I log in. How can I tell you about my special occasion? 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 help!

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&rsquo;d like to provide any feedback on your stay.

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 personal device. To use Chromecast in your Sonder, follow the steps below.&nbsp;
<ol>
<li style="font-weight: 300;" aria-level="1">Connect to the <a href="https://www.sonder.com/help/during_stay_questions/wifi?source=direct" target="_blank" rel="noopener">provided Wi-Fi</a>.&nbsp;</li>
<li style="font-weight: 300;" aria-level="1">Ensure the Chromecast device is plugged into the TV and a nearby power outlet. </li>
<li style="font-weight: 300;" aria-level="1">Turn on the TV.</li>
<li style="font-weight: 300;" aria-level="1">Open a streaming service (e.g. Netflix) on your personal device.</li>
<li style="font-weight: 300;" aria-level="1">Play a video you&rsquo;d like to watch on your TV.</li>
<li style="font-weight: 300;" aria-level="1">On the top right corner of the screen, select the box with the overlapping triangle or the three circles with the overlapping triangle to open the Airplay menu. </li>
<li style="font-weight: 300;" aria-level="1">Select &lsquo;Chromecast&rsquo; or the option that includes your unit number (e.g. &lsquo;Chromecast301&rsquo;).</li>
</ol>
 The video should begin to play on your TV. If you still need help, contact our <a href="https://www.sonder.com/contact-info" target="_blank" rel="noopener">24/7 support team</a> for assistance.

Hi! What can we help you with?

All Topics