At Sonder - operated by TravelAI Solutions Inc. under the brand "Sonder by TravelAI" ("TravelAI", "Sonder", "we" or "us") - we know that protecting the privacy and confidentiality of your personal information is important. This Privacy Policy applies to all pages and websites (collectively the "Site") operated under the Sonder brand, including sonder.com. It does not apply to linked sites or third-party content accessed via our Site. This Privacy Policy is incorporated into, and is subject to, our Site Terms.
This Privacy Policy will let you know what personal information we may collect, how we collect it and why, how we use it to improve your experience, how it is stored and secured, which third parties have access to it, how we use cookies, and how you control your personal information under applicable laws.
About the Sonder name and the former Sonder
TravelAI acquired the Sonder brand, comprised of the Sonder word mark and associated global trademark registrations and a domain name portfolio, including the Sonder.com domain. TravelAI is the operating name of UpNext Ventures Inc. and its subsidiaries. The acquisition is limited to Sonder's brand and intellectual property: TravelAI did not acquire Sonder's operating business, including its properties, leases, inventory, or staff nor its booking systems, customer records, financial obligations, or liabilities of any kind. The new Sonder is operated by TravelAI, a separate company that holds none of the former company's records, accounts, reservations, credits, or obligations, and cannot look up, restore, honour, or act on them. TravelAI and UpNext Ventures Inc. are not affiliated with Sonder Holdings Inc.
For the avoidance of doubt, this Privacy Policy governs only the new Sonder operated by TravelAI. It does not describe, and TravelAI is not responsible for, the data practices of the former operating company. Matters relating to the former operating entities are administered through their court-supervised wind-down.
How bookings and payments are handled
Sonder is a curated guide to urban stays; we are not a property operator, and at this time payments are not processed by us and we do not hold guest funds. Bookings are fulfilled by partner platforms, including Booking.com, Expedia, and Vrbo. When you book a stay, you find on Sonder, the fulfilling partner holds the reservation and processes your payment under that partner's own terms and cardholder protections. Any payment and booking details you provide at checkout are collected and processed by the fulfilling partner under that partner's privacy policy, not this one. We encourage you to review the privacy policy of the platform that fulfils your booking.
01 What Personal Information Does Sonder Collect?
Contact Information: If you contact us, we will collect your first name, last name, e-mail address, and/or phone number.
Cookies: We use a standard Internet technology called "cookies" to store and track visitor information/sessions - to maintain your session, measure traffic on our Site, and track which of our services you use and what content you view (including advertisements) and for how long. Our Site implements Google Consent Mode, which uses the ad_storage and analytics_storage signals to adjust the behaviour of cookies and tracking technologies based on your consent choices. If you do not want to use cookies, you may block them by changing your browser settings or removing cookies already stored; useful information is available at allaboutcookies.org. Disabling cookies may mean you cannot use all portions of our Site.
IP Address + Geolocation data: We collect IP addresses for administrative purposes (such as diagnosing problems with our server) and to gather aggregate demographic information about our visitors. We may collect geolocation data to better target our services.
Newsletter: Subject to applicable laws, we offer a regular newsletter through our Site. To receive the newsletter, a one-off provision of personal information is required - in particular a name or a pseudonym and a valid email address. Newsletters are not sent without your express consent. Following registration, you will receive a confirmation link by email, which must be confirmed for final registration; only after this confirmation will you receive the newsletter. You can unsubscribe at any time, either by email (contact details below) or via the unsubscribe link contained in each newsletter. Cookies may be used to remember whether you are already subscribed.
Contact Form: If you contact us through a form on our Site, your personal information is collected only for as long as necessary and only to the extent you freely provide it. We require your first and last name (or a pseudonym) and a valid email address to process your request. In processing your request, we may forward your data to a chosen service provider where necessary. No other disclosure to third parties will occur without your consent unless we are legally required to do so by a court order, administrative decision, or law.
Other: We may also collect data related to your commercial information, usage of our services, and make inferences based on our data about you.
02 How Does Sonder Use and/or Disclose Your Personal Information?
We take steps designed to ensure that only those employees who need access to your personal information to fulfil their duties will have access to it. We use the information we collect to:
- operate, maintain, enhance, and provide all features of the Site, respond to comments and questions, and provide support to users of the Site;
- understand and analyze usage trends and preferences, improve the Site, and develop new products, services, features, and functionality;
- send you communications subject to applicable laws; and
- comply with legal and regulatory requirements, where applicable.
In certain circumstances, we may disclose certain information we collect from you:
- within our family of companies, including parents, affiliates, subsidiaries, business units, and other companies that share common ownership;
- with third-party service providers who provide website, application development, hosting, maintenance, analytics, advertising, and other services for us. Analytics and advertising data collection through these third parties is managed in accordance with user consent settings via Google Consent Mode. We limit the information provided to what is reasonably necessary, and our contracts require them to maintain confidentiality;
- with the partner platform that fulfils your booking, as needed to complete and support that booking under the partner's own terms and privacy policy;
- with law enforcement and governmental entities when required by law, in response to a facially valid court order, subpoena, or warrant, or to otherwise cooperate with law enforcement or governmental agencies; and
- to an acquirer, successor, or assignee as part of any merger, acquisition, debt financing, sale of assets, or similar transaction, or in an insolvency, bankruptcy, or receivership in which information is transferred as one of our business assets, only if the recipient commits to a privacy policy with terms substantially consistent with this one.
Geolocation Data. Our website may collect approximate location information through third-party services such as Google Analytics (GA4) to analyze website traffic patterns, enhance user experience, and provide region-specific features or content. This data is typically anonymized and aggregated. We cannot guarantee the specific duration for which geolocation data is stored by these third parties, as it is subject to their data retention policies. You can manage your consent preferences via our cookie banner or adjust your browser or device settings.
03 How Does Sonder Secure and Keep Your Personal Information?
We follow generally accepted industry standards to protect the information submitted to us, both during transmission and once we receive it, with appropriate physical, technical, and administrative safeguards. However, no method of transmission over the Internet, or method of electronic storage, is 100% secure; we cannot ensure or warrant the security of any information you transmit to us, and you do so at your own risk. We will only keep your personal information for as long as reasonably necessary to fulfil the purposes set out in this Privacy Policy and to comply with our legal and regulatory obligations.
04 Your Rights, and How to Exercise Them
On written request and subject to proof of identity, you may access the personal information we hold, use, or communicate, and ask that necessary corrections be made, where authorized or required by law. Please also inform us of any changes so we can keep your information accurate.
How to make a request. To access, correct, delete, or port your personal information, or to object to or restrict its processing, contact us using the details in Section 14.
Verifying your identity. To protect your information, we may ask you to verify your identity before we act on a request, and we may decline requests that we cannot reasonably verify or that are excessive or unfounded, as permitted by law.
Our response. We will respond within the time required by applicable law - generally within 30 days under the GDPR and 45 days under the CCPA - and will tell you if we need additional time, as permitted by law.
Requests relating to the former Sonder operating company. We sometimes receive data-access or deletion requests relating to the former Sonder operating company. As explained above, TravelAI did not acquire that company's customer data and does not hold it, so we cannot access, correct, or delete information we never held; to the extent such data exists, it sits with the former company's estate. The rights described in this Privacy Policy apply only to personal information held by the new Sonder operated by TravelAI.
05 Additional Information for Individuals Subject to the GDPR
This part provides additional information for individuals who reside in a jurisdiction governed by the EU's General Data Protection Regulation ("GDPR"). The term "personal information" used here is approximately equivalent to "personal data" under the GDPR. The legal bases for our processing are primarily that processing is necessary for providing the services and that it is carried out in our legitimate interests; we may also process personal data upon your consent. Our use of Google Consent Mode ensures data collection for analytics and advertising is adjusted based on consent.
Under the GDPR you may be entitled to additional rights, including: (a) to withdraw consent at any time where consent is the basis of processing; (b) to request access to, rectification or erasure of personal data; (c) to request restriction of, or to object to, processing; (d) to request data portability; (e) to object to decisions taken by automated means producing legal effects; and (f) to lodge a complaint with a data protection authority.
Your personal data may be stored and processed in any country where we, or our service providers, have facilities. By using our Site, you consent to the transfer of information to countries outside your country of residence, which may have different data protection rules. If applicable, we will comply with GDPR requirements, providing adequate protection for transfers from the EU/EEA to a third country. If you live in the EU/EEA, you must be at least 16 (or such greater age required in your country) to use our Site.
06 Google Analytics
To tailor our website to suit your interests better, we use "Google Analytics," a web analytics service provided by Google Inc. Cookies are used as part of Google Analytics. The information generated by cookies concerning your use of this website is transmitted to and stored on a Google server in the USA. Google uses this information to compile website activity reports for site operators and to provide other website-related services. Google may pass this information to third parties where required by law or where third parties process the data on Google's behalf. Google will not associate your IP address with any other data held by Google. This website integrates Google Analytics with Google Consent Mode, which adjusts data collection based on your consent preferences; when consent for analytics storage is denied, Google Analytics limits collection to aggregate, non-identifiable information. You may refuse cookies via your browser settings, and you can use Google's opt-out browser add-on at tools.google.com/dlpage/gaoptout. This website always uses Google Analytics with the "_anonymizeIp()" extension, so IP addresses are processed only in truncated form.
07 Remarketing / Similar Audiences
This site utilizes the remarketing or similar audiences function provided by Google Inc. This makes it possible to provide site visitors with personalized, interest-based advertising when they visit other websites in the Google Display Network. Google uses cookies to analyze page use as the basis for these interest-based advertisements. This site integrates Google Consent Mode: remarketing data is only collected and used when users have granted consent for ad_storage; if consent is denied, no personalized advertising data is collected or processed. You can disable Google's use of cookies for these purposes via your Google ad settings or by opting out at the Network Advertising Initiative.
08 Google Ads Conversion Tracking
We use Google Ads conversion tracking. When you click an ad delivered by Google, a conversion-tracking cookie is stored. This website integrates Google Consent Mode: conversion cookies are only stored and used when users provide consent for ad_storage; when consent is denied, conversion tracking operates in aggregate mode without using identifiable data. These cookies expire after a set period, contain no personal data, and are not used for personal identification. You can disable conversion-tracking cookies through your browser settings (for example, by blocking cookies from the domain googleadservices.com).
09 Further Google Analytics Advertising Functions
We use the following Google Analytics functions for displaying advertising: Google Display Network Impression Reporting and Google Analytics demographics and interests reporting. These allow us to use and evaluate data obtained from Google as part of interest-based advertising, including information such as age, gender, and interests. These functions adjust based on user consent provided through our consent management platform. You can deactivate Google Analytics for advertising and adjust Google Display Network advertising at any time via your Google ad settings.
10 Google AdSense
We use Google AdSense, a service of Google Inc., to include advertisements. Google AdSense uses cookies and web beacons (also called tracking pixels). The information generated (including IP address and the delivery of advertising formats) is transmitted to and stored on Google's servers. This website integrates Google Consent Mode: AdSense personalized-ad functionality depends on the ad_storage consent signal; when consent is denied, AdSense limits its behaviour to showing non-personalized ads, and tracking via these technologies is limited or disabled. Google may share this information with third parties where required by law or where third parties process it on Google's behalf. You may refuse the saving of cookies via your browser settings.
11 Integration of Social Network Plugins
Plugins from social networks may be included on our site (for example, Facebook, X/Twitter, and Google). If you would like to prevent such data transfers, log out of the respective social network before visiting our website. For details of the data collection, analysis, and processing carried out by these providers, and confirmation of your related rights, please see the privacy policy of each respective provider.
12 Information for Individuals Subject to the CCPA
This section applies only where the CCPA is applicable (e.g., residents of California, USA). You have rights to: Access your personal information (no more than twice in a 12-month period, free of charge) and request correction; Knowledge of the categories of personal information collected, the specific information collected about you, its sources, our purpose for collecting it, and the types of third parties with whom we share it; Opt Out of any sale of your personal information (supported via Google Consent Mode); and the Right Not to Be Discriminated Against for exercising these rights. We will notify you if we choose to offer any financial incentive for the collection or sale of personal information.
13 Updating of this Privacy Policy
Please revisit this page periodically to stay aware of any changes to this Privacy Policy, which we may update from time to time. If we modify this Privacy Policy, we will make it available through the Site, indicate the date of the latest revision, and comply with applicable law. Your continued use of the Site after the revised Privacy Policy becomes effective indicates that you have read, understood, and agreed to the current version.
14 How to Contact Us
For questions or comments about this Privacy Policy or your personal information, to make an access, correction, deletion or other rights request, to exercise any applicable rights, or to make a complaint, our Privacy Officer can be reached at:
privacy@travelai.com TravelAI Solutions Inc. Privacy & Data Protection 11528 198 Street, Pitt Meadows, BC, V3Y 1N9, Canada
15 Sonder Brand - Supplemental Notice
This section supplements the Privacy Policy above and applies specifically to the Sonder-branded website, domain(s), and services (the "Sonder Service") operated by TravelAI Solutions Inc ("TravelAI," "we," "us"). Except as set out in this section, the Privacy Policy above applies in full to the Sonder Service. Where this section conflicts with the general Privacy Policy, this section governs for the Sonder Service.
Acquisition of the Sonder brand; no predecessor data or liability. UpNext Ventures Inc., operating as TravelAI, acquired the Sonder brand, comprising the SONDER word mark, its associated global trademark registrations, and a portfolio of domain names (including sonder.com), from the estates of the Canadian Sonder entities (Sonder Canada Inc. and Hospitalité Sonder Canada Inc.) through their court-supervised bankruptcy under Canada's Bankruptcy and Insolvency Act, following approval of the sale by the Superior Court of Québec (Commercial Division). This acquisition was limited to the Sonder brand and its related intellectual property. TravelAI did not acquire, assume, or take possession of any customer accounts, personal information, databases, booking records, or other personal data previously held by any prior owner or operator of the Sonder brand. TravelAI and UpNext Ventures Inc. are not affiliated with, and are not a successor to, Sonder Holdings Inc. or any prior Sonder entity, and do not assume the privacy obligations, representations, consents, or liabilities of any such entity. Any personal information processed in connection with the Sonder Service is collected by TravelAI directly from you on or after the launch of the Sonder Service under this Privacy Policy, and is not derived from, and does not rely on consents obtained by, any prior Sonder operator. If you previously had a relationship with a prior owner or operator of the Sonder brand, that relationship and any data associated with it are not held or controlled by TravelAI, and inquiries regarding pre-acquisition data should be directed to the relevant prior operator.
Controller and corporate structure. TravelAI Solutions Inc is the controller of personal information processed through the Sonder Service. TravelAI is a subsidiary of UpNext Ventures Inc.("UpNext"), our parent company. As described in the "How does TravelAI Solutions Inc Use and/or Disclose Your Personal Information?" section above, we may share personal information within our family of companies, including UpNext, which may host, store, or process personal information on our behalf and on shared or common infrastructure. Such intra-group processing is carried out under this Privacy Policy.
Infrastructure. The Sonder Service operates on back-end infrastructure that is separate from, though substantially similar to, the infrastructure used for our other brands, including Rent By Owner. Regardless of which brand's infrastructure processes your personal information, the collection, use, disclosure, retention, and security practices described in this Privacy Policy apply.
[Last updated: - July 13, 2026]