VRBO is better for travelers who prioritize a wide selection of properties and flexible policies set by individual hosts. Sonder is better for travelers who prefer a standardized, contactless experience with consistent amenities, but should be aware of potential issues with cleanliness and accuracy.
| Attribute | VRBO | Sonder |
|---|---|---|
| Booking fees | Pay-per-booking model with a 5% commission fee on the rental amount and any additional fees, plus a 3% payment processing fee on the total payment amount. Some hosts may opt for an annual subscription fee. VRBO also charges guests a service fee. | Sonder charges a set rate for every unit, including lodging, cleaning, and administration. The only other fees are tax and cancellations. |
| Cancellation policy | Offers hosts several cancellation policy options, ranging from 'No Refund' to 'Relaxed,' which allows guests to cancel up to 14 days before check-in for a full refund. The host chooses the policy. | Sonder offers two booking rates: an economy rate that is non-refundable and a flex rate that is fully refundable under certain terms. The Flex Rate offers guests free cancellation and a full refund if canceled within 3 days of booking for a premium. Bookings canceled within three days of a reservation do not qualify for a refund or free cancellation. Guests who cancel their booking any time before their stay will receive Sonder credit for the full value for one year. |
| Cleaning fees | Hosts set cleaning fees to cover cleaning costs after guests depart. The average cleaning fee in the U.S. is $156, but this varies by location and property size. | Cleaning fees are included in the set rate for each unit. |
| Customer service responsiveness | Offers 24/7 customer service through phone and online help resources. The best time to call for a faster response is early in the morning on weekdays. | Sonder has a chat feature in the app to contact customer service for assistance. They also have a 24/7 customer service line. Sonder care specialists answer a member's call or chat in 15 seconds or less. If clinical care is needed, members are transferred to a registered nurse and can be referred on to medical practitioners within hours. |
| Accuracy of listing description | Requires listings to accurately portray the rental. Hosts should provide detailed descriptions, high-quality photos, and transparent pricing. | Some reviews mention that the units look modern and clean in photos but are older facilities that are cheaply revamped. |
| Check-in/Check-out process | Check-in processes vary, often involving lockboxes or key codes. VRBO sends check-in information to guests three days before arrival. Check-out times are set by the host. | Sonder features contactless service on its guest app, allowing it to carry out more requests with contract-free service. Several days before your Sonder stay, you'll receive check-in instructions by email with helpful details like your unit number and access code. You can also access this information in your account online or in the app. Simply punch in a four-digit code to unlock the door to your unit. Standard check-in time is 4 PM and check-out time is 11 AM. |
| Property cleanliness | Encourages hosts to maintain high cleanliness standards. Guests can search for properties with high cleanliness ratings. | Sonder ensures every single housekeeper undergoes extensive training to ensure they employ Sonder's high standards each and every time. Extra measures have been taken to implement best practices for cleaning and sterilization across all units, both within the Sonder apartment / room and building-wide. Cleaning is being tracked through Sonder's housekeeping app, while all cleanliness standards and protocols have been updated to reassure guests of their safety during their stay. |
| Location and proximity to attractions | Listings should accurately describe the property's location and proximity to local attractions. | Sonder properties are typically away from touristy areas, but not too far from the action either. |
| Amenities provided (e.g., kitchen, laundry) | Common amenities include Wi-Fi, parking, kitchens, laundry facilities, and air conditioning. Hosts should provide details about available amenities in their listings. | Sonder apartments come with fully equipped kitchens and in-unit washers and dryers. They offer stocked kitchens, luggage storage, and even fitness rooms. Every Sonder includes the exact address and detailed information about the surrounding neighborhood. |
| Overall value for money | Value depends on factors like location, amenities, and time of year. Comparing similar rental options can help determine if the price is justified. | Some reviews suggest Sonder is overpriced, and something doesn't always work. |
| Safety and security measures | Has security measures, such as secure payment systems and verified listings. They also offer a 'Verified Identity' badge for guests. | Any suspected unauthorized access can be addressed remotely and immediately, and managers can change keycodes and other settings instantly via the portal. Signs have been put up across Sonder's buildings to encourage social distancing and occupancy limits. |
| Communication with host/property manager | Facilitates communication between guests and hosts through its messaging system. Prompt and clear communication is essential. | While Airbnb gives you the option to contact your host directly for issues and questions, Sonder has a chat feature in the app to contact customer service for assistance. |