When you book a stay through a well-known hotel brand, you expect reliability, clarity and service. But for many travelers who recently booked stays at Sonder properties via Marriott, that trust was suddenly fractured.
On November 9 2025, Marriott announced that it was terminating its licensing agreement with Sonder, citing a “default” by the apartment-hotel company. The result: any current or future reservations made through Marriott’s channels for Sonder-branded properties were cancelled, effective immediately. Guests received emails some just hours before their check-in informing them they needed to vacate or that their bookings were no longer valid.
What happened and how it unfolded
Sonder and Marriott had struck a licensing deal in August 2024, meant to integrate thousands of Sonder units into Marriott’s Bonvoy platform and expand Marriott’s inventory of apartment-style accommodations. But things apparently went off course: Marriott decided that Sonder had defaulted on obligations, and pulled the plug without much warning.
For affected guests, the practical realities were dramatic. One traveler in New York was in the middle of a two-week stay at a Sonder property and received notice that they had to vacate the next morning. He described the shock of it, and the scramble to find another hotel at a higher rate, with fewer alternatives. Loyal Marriott Bonvoy members, many of whom had booked Sonder units expecting the benefits of their status, found themselves in a vulnerable position.
Why this matters
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Customer trust: Marriott’s brand promise includes seamless booking, predictable standards, and loyalty perks. When part of that promise disappears suddenly, guests pay the price.
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Operational risk: Apartment-style accommodations like those offered by Sonder operate differently than classic hotels leases, locations, staffing arrangements all vary. When one piece fails, the ripple can be large.
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Partner risk: For Marriott, relying on a partner to execute the end-to-end guest experience means relying on their financial stability and systems. When that link falters, it reflects on the main brand.
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Guest experience: Being told late in the game that your booking is invalid or worse, asked to leave mid-stay is more than inconvenience. It undermines safety, planning and loyalty.
What the companies said
Marriott’s press release stated the agreement with Sonder was “no longer in effect due to Sonder’s default.” Marriott said it would contact guests booked via Marriott channels and help them with their reservations. Sonder, meanwhile, acknowledged severe financial constraints and said it would wind down U.S. operations. But for many guests the immediate crisis was finding a place to stay, not reading press releases.
What travelers can do now
If you’re booked or staying in a Sonder unit via Marriott:
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Check your reservation status immediately. If it was booked through Marriott.com, the Bonvoy app, or Marriott’s call centre, you’re a direct guest of Marriott and the company is supposed to assist.
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Document everything: emails received, cancellation notices, timelines these may matter if you seek compensation or dispute charges.
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Explore alternate accommodations right away. Waiting may reduce options or increase costs, especially in major cities.
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If you booked through a third-party travel site, contact that site directly the responsibility may sit there.
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Evaluate loyalty status implications: if you’re a frequent traveler relying on a program’s perks, consider how disruptions like this affect your faith in the brand.
This is more than a failed deal between two companies it’s a cautionary tale about what happens when business mechanics disrupt real travel plans. For Marriott guests who expected a smooth stay, the abrupt cancellation of Sonder properties served as an unwelcome reminder: even trusted brands can be vulnerable via their partners.
Hotels and rental platforms may reshape how we travel, but nothing replaces the guarantee of being able to check in, rest, and trust your booking. In the end, travel confidence matters just as much as location or stars and once it’s shaken, it takes more than refunds to rebuild.
