Several guests staying in different cities around the world were forced to abandon hotel rooms after the sudden collapse of Sonder, an accommodation company that operated in conjunction with Marriott Hotels. The decision to terminate the contract between the two companies resulted in an immediate interruption of operations and caused episodes of sudden expulsion, with travelers reporting disturbed belongings and unexpected additional costs. The scale of the impact became visible as several testimonies emerged online, revealing the extent of the disruption.
According to the Brazilian newspaper O Globo, many customers found out that they had to leave their accommodation through messages sent a few hours in advance. One of the travelers, interviewed by Business Insider and quoted by the publication, said that he received an email notice informing him that he had to leave his room at 9 am the following morning, even though he was in the middle of an extended stay in New York. The guest said: “We ended up spending several thousand euros more to find a new place. It was very upsetting.”
According to the same source, this customer had Elite status in the Marriott loyalty program and did not expect the relationship between the two companies to result in such immediate consequences for those who were already staying.
They moved their belongings and left everything in plastic bags in the hallways.
The newspaper writes that, in Boston, another traveler found his personal belongings scattered, partially boxed and placed in plastic bags. The guest reported: “They went through all our belongings, clothes and electronic equipment. Some things were in suitcases, others in plastic bags. It was shocking and impersonal.”
The publication adds that families and couples were also forced to leave their rooms without immediate alternatives. One social media user described the moment as “a real nightmare,” while another reported: “I was trying to maintain my composure while dragging my luggage down the street after Marriott and Sonder broke things off on a random Sunday.”
Partnership that ended up collapsing
The same source says that Sonder, which was already valued at one billion dollars and was seen as a potential competitor to Airbnb, has operated under the name Sonder by Marriott Bonvoy since 2024. The company’s model was short-stay apartments and boutique hotels, which attracted both tourists and frequent travelers.
Everything changed when Marriott announced the termination of the licensing agreement, precipitating a breakdown that made Sonder’s continuity unviable. From that moment on, the effects began to spread immediately to guests who were fully staying.
Official reasons for immediate closure
As per , Sonder interim CEO Janice Sears said in a statement to Business Insider: “We are devastated that we have reached a point where liquidation is the only viable path forward.” The official pointed to substantial delays in technological integration with Marriott’s reservation system, describing “unexpected challenges”, high costs and a sharp drop in revenue as determining factors for the collapse.
The company, unable to complete the adaptation to the Bonvoy system, found itself unable to maintain operations and immediately closed, leaving guests displaced, stays interrupted and a trail of reports that highlight the lack of warning and disorganization when customers leave.
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