Travellers Forced Out Mid-Stay as Rental Firm Sonder Declares Bankruptcy
Holidaymakers around the world have been ordered to leave their accommodation without notice after short-term rentals company Sonder abruptly filed for bankruptcy, triggering mass disruption across its global network of serviced apartments.
The collapse follows Marriott International’s decision to terminate its leasing agreement with Sonder just one year after the partnership began. The deal allowed Sonder-managed rooms to be booked through Marriott’s platforms, but Marriott said it ended the arrangement due to “Sonder’s default.”
Guests quickly took to social media to describe chaotic scenes. One Reddit user said he was locked out of his room with personal belongings still inside, while others shared photos of themselves dragging luggage through unfamiliar streets as they searched for alternative accommodation.
Marriott has removed all Sonder listings from its booking channels. The hotel giant said it is assisting customers who booked through its own website or app, while advising those who used third-party sites to pursue refunds through their card providers.
Sonder, once seen as a premium alternative to Airbnb, acknowledged on its website that it had been battling “severe financial constraints” linked to ongoing difficulties integrating its reservation and technology systems with Marriott.
The company, founded in Montreal and operating thousands of units across more than 40 cities, confirmed it is seeking insolvency protection in every market where it operates. All properties are now closing.
“We are devastated to reach a point where liquidation is the only viable path forward,” interim CEO Janice Sears said. She added that unexpected hurdles aligning the two companies’ technology frameworks led to delays and mounting costs, while participation in Marriott’s Bonvoy reservation system resulted in a “sharp decline in revenue.”
With many of Sonder’s buildings running without on-site staff and relying on digital door codes, guests reported being unable to access their rooms and struggling to contact anyone from the company for support. Some said they booked with Sonder precisely because they believed Marriott’s backing made it a trustworthy option — and now feel abandoned.
One traveller posted on X that Marriott had been “useless,” claiming he was offered only expensive rebooking options at a Courtyard property. Marriott said it did not directly charge customers for Sonder stays but is working to coordinate refunds with relevant parties.
In its report, the BBC requested further comment from both Marriott and Sonder regarding the growing number of customer complaints.
