Marriott–Sonder Meltdown: Guests Evicted Mid‑Stay as Sonder Winds Down; Marriott Now Directs Refunds to Credit Cards (Nov. 12, 2025)

Updated November 12, 2025

Travelers across the U.S., Europe and beyond are still dealing with the fallout from Sonder’s sudden shutdown and planned liquidation this week, after Marriott International terminated its licensing agreement with the apartment‑hotel operator. The latest development today: Marriott has published a dedicated FAQ advising customers with pre‑paid Sonder reservations made through Marriott channels to contact their credit‑card issuing bank to initiate a refund request, signaling a shift away from earlier suggestions that refunds would be handled directly by Marriott. ^[1]

Key points at a glance

What’s new today (Nov. 12): Marriott’s new FAQ tells affected guests to open a chargeback with their card issuer for pre‑paid Sonder stays booked via Marriott (site, app, call center, Fliggy); Marriott says it will “provide support” to facilitate those refunds. ^[2]
How we got here: Marriott ended its licensing agreement with Sonder on Sunday, Nov. 9, citing a Sonder default. One day later, Monday, Nov. 10, Sonder announced it would immediately wind down operations and expects to initiate Chapter 7 liquidation in the U.S., with insolvency proceedings to follow internationally. ^[3]
Scope of the disruption: Sonder operated roughly 140 properties with about 7,700 apartment‑style units, and its shutdown has left travelers mid‑stay without lodging in dozens of cities. ^[4]
On the ground: Guests report finding notes under doors and being told to vacate with little notice; some returned to belongings packed into bags in hallways. ^[5]
Marriott’s business impact: Following the termination, Marriott trimmed its 2025 net rooms growth outlook to ~4.5% (from “approaching 5%”). ^[6]

What changed today (and why it matters)

On Wednesday, Marriott updated its public guidance, telling customers who pre‑paid for Sonder stays via Marriott to start the refund process with their card issuer. The company says it will support those chargebacks but emphasizes that, because Marriott didn’t process the original charge, the card network and processors must be involved. This is a notable shift from messaging earlier in the week and aligns with how refunds are often handled when a supplier ceases operations. ^[7]

Travelers have voiced frustration as refund expectations moved from “Marriott will refund” to “ask your bank,” with consumer sites and aggregators amplifying the confusion today. ^[8]

How the collapse unfolded

2024: Marriott and Sonder announced a long‑term licensing pact intended to put thousands of Sonder units into Marriott Bonvoy channels. ^[9]
Nov. 9, 2025: Marriott terminated the agreement citing a Sonder default, and removed Sonder from Bonvoy booking channels. ^[10]
Nov. 10, 2025: Sonder said it would complete an immediate wind‑down and expects to initiate Chapter 7 liquidation of its U.S. business; it also plans international insolvency proceedings. In statements, Sonder pointed to prolonged challenges integrating with Marriott’s systems, unexpected integration costs and a hit to revenue. ^[11]

Industry trade reporting added further color: Marriott had provided “key money” tied to milestones under the deal, while also disputing certain characterizations in Sonder’s release. ^[12]

The human impact: mid‑stay evictions and scrambled plans

From New York to Montréal, Boston, London and beyond, guests described emails and notices instructing them to vacate as soon as possible, sometimes by 9 a.m. Monday. Several travelers said they were left to rebook last‑minute accommodations at significantly higher rates, with limited assistance at the property level as staff learned of closures in real time. ^[13]

Business press tallied the scope: around 140 properties and ~7,700 units were affected globally—enough to strand families, wedding parties and business travelers mid‑itinerary. ^[14]

What to do if your Sonder booking was canceled

1) If you pre‑paid through Marriott channels (Marriott.com, Bonvoy app, Customer Engagement Center, Fliggy):
Marriott now recommends contacting your credit‑card issuing bank to initiate a refund/chargeback. Marriott says it will coordinate with processors as needed and support you during the process. Keep your confirmation, cancellation notice, and any on‑property communications, and ask Marriott Customer Care to note your case. ^[15]

2) If you booked through a third‑party OTA (non‑Marriott):
Contact the site you booked with and request a refund or rebooking based on supplier insolvency/cessation of services. ^[16]

3) If you booked directly with Sonder:
Sonder’s U.S. business is headed for Chapter 7 liquidation; refunds, if any, will generally be addressed through the card networks (if pre‑paid by card) or bankruptcy claims. File a dispute promptly with your card issuer and monitor the bankruptcy information that will be posted by the Chapter 7 trustee. ^[17]

4) Need a place to stay now?
Marriott says guests with near‑term travel should contact Customer Care for help finding alternative accommodations within the portfolio. (Rebooking isn’t guaranteed; expect market‑rate pricing unless otherwise arranged.) ^[18]

How big is the business hit?

Reuters reports Marriott reduced its full‑year net rooms growth outlook to about 4.5% as a direct consequence of removing Sonder inventory. It also notes Sonder’s dramatic reversal since going public via SPAC at around a $2.2 billion valuation in 2021—recently down to single‑digit millions in market value before the wind‑down. ^[19]

Why the partnership failed (each side’s view)

Sonder’s explanation centers on technology integration delays with Marriott’s reservation ecosystem, which it says created unexpected costs and revenue declines that worsened a working‑capital crunch. Marriott, for its part, says the termination followed a Sonder default and has publicly disagreed with aspects of Sonder’s framing. ^[20]

How many travelers and cities are affected?

Lifestyle and travel outlets estimate disrupted plans in as many as 40 cities worldwide where Sonder operated, spanning the U.S., Canada, Europe and the Middle East. With ~7,700 units off‑line, the “apartment‑hotel” gap will be felt most by families and longer‑stay travelers seeking kitchens, laundry and more space. ^[21]

Practical checklist for travelers

Document everything: Save confirmations, on‑property notices, photos of posted signs, and any emails from Marriott or Sonder. These strengthen chargeback claims.
Start with your card issuer (if you pre‑paid): Ask for a dispute/chargeback due to supplier cessation of services; provide Marriott’s new FAQ language and your evidence. ^[22]
Booked via a third‑party? Use that platform’s refund workflows; escalate if needed. ^[23]
Travel insurance: If you bought a policy that covers supplier failure, file a claim with your documentation. (Coverage varies by policy.)
Rebook smart: Availability is tight in some cities; check flexible rates and consider trusted alternatives (full‑service hotels, extended‑stay brands, professionally managed vacation rentals).
Monitor official updates: The Chapter 7 process will move to court supervision; watch for trustee communications on claims or asset dispositions. ^[24]

The bottom line

The Marriott–Sonder breakup became a real‑time stress test for platform partnerships in hospitality: when a licensed supplier collapses, who owns the guest problem? As of today, Marriott is pointing customers to their card issuers to secure refunds, while pledging support where it can. For travelers, the fastest path to getting money back is likely the chargeback route, paired with meticulous documentation—and a pragmatic plan to rebook. ^[25]

Sources & further reading:

Marriott FAQ for Sonder customers; guidance to contact card issuers for refunds. ^[26]
Marriott terminates agreement with Sonder; room‑growth outlook cut. ^[27]
Sonder announces immediate wind‑down; expects Chapter 7 filing in U.S. ^[28]
On‑the‑ground scenes: guests told to vacate; belongings moved; sudden rebookings. ^[29]
Scope of operations and impact by city. ^[30]