Terrible Leadership, the company lacks its own service principles - Guest Experience Specialist Sonder Employee Review

Thank you for taking the time to leave such a detailed review of your experience, we appreciate it. There’s a lot to dig into here, but for starters we want to address a few of the main points you’ve made. We certainly couldn’t predict that the pandemic surrounding COVID-19 was coming, but we did have to make some quick pivots to protect the business. This included having to push back our Measure What Matters performance review cycle, and halt hiring for all teams as we better understood the pandemic’s impact on Sonder and the hospitality space as a whole. We did just recently complete our mid-year review cycle so now the dates and deadlines of future reviews are set, and dozens of Sonder employees earned promotions, including many on the Central Guest Services Team (formerly Guest Experience Team). The layoffs and furloughs were a necessary part of those quick pivots as well, though we are happy to share that we’ve recalled many of those individuals back to work, and have ramped up hiring again to support our critical infrastructure. Our Central Guest Services team has recently transitioned to a new, more up-to-date system (Salesforce) as well, which has and will continue to allow us to improve our support for our guests, as well as many backend constraints we faced with previous tools. We are intimately aware of the struggles our guests and employees alike faced surrounding the pandemic. We had to uphold our cancelation policy, though we did ultimately make changes to it to be more favorable for our guests. Sonder only operates in commercially zoned or multi-zoned properties, to limit disruption of residences. We have also played a big role in supporting the communities we’re in and improving the economy in some of our markets. Our service principle is of the utmost importance to us and while we still have some wrinkles to iron out, we take every measure to ensure a clean, seamless experience for our guests. Thanks again for your detailed feedback for Sonder, and we wish you the best in your future endeavors.