Marriott Advises Sonder Guests to Request Refunds from Credit Card Providers

Marriott International has recently advised guests impacted by the termination of its licensing agreement with Sonder Holdings to seek refunds through their credit card providers. This shift comes after the abrupt conclusion of their partnership on Sunday, which has left many guests scrambling for solutions.

Background on the Marriott-Sonder Relationship

Marriott’s licensing agreement with Sonder, a short-term rental company, came to an unexpected end, prompting the immediate ejection of guests from these properties. The situation escalated when Sonder filed for Chapter 7 bankruptcy shortly after the contract termination.

Refund Promises and Changes

Initially, Marriott had promised guests who booked through its channels that they would receive full refunds for their stays. An email from the company indicated that refunds would be processed swiftly using the original method of payment. However, a revision in their FAQ notice on Tuesday advised guests to approach their credit card issuers directly for refund requests, contradicting earlier assurances.

Guest Reactions

• Rick van Wijngaarden, a retired banker, reported that his credit card had been charged approximately $800 for a planned four-day stay in New York City.
• Craig Murphy, a Houston resident, expressed frustration over the change in Marriott’s refund policy, particularly since he had been told to expect an automatic refund.

Both guests criticized Marriott for seemingly evading responsibility in the wake of the cancellation and expressed dissatisfaction with their customer service experience.

Impact on Credit Card Issuers and Sonder

Sonder currently operates around 7,700 apartments across 140 properties worldwide. Major credit card companies, such as Chase, Visa, American Express, and Mastercard, have not publicly commented on how they will handle potential chargeback requests linked to this situation.

This evolving situation highlights the challenges faced by guests and raises questions regarding customer service accountability from major hotel brands like Marriott. Affected guests are encouraged to act swiftly to secure any refunds through their credit card providers as they navigate these complications.