Couple Forced To Vacate NY Hotel Room After Marriott Ends Pact With Sonder, Struggle To Find Alternatives

Imagine arriving in a city, settling into an apartment-style hotel for a week or more, unpacking your bags, planning your itinerary - and then being told you must leave the next morning. That's exactly what happened to travellers staying at properties managed by Sonder Holdings Inc. (Sonder) under the umbrella of Marriott International's loyalty programme. Facing a sudden shutdown of operations, hundreds of guests found themselves cast out into the streets and scrambling to rebook accommodation with little time, scant support and mounting costs.

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In early November 2025, Marriott announced that it was terminating its long-term licensing agreement with Sonder, citing a default on the part of the smaller company. Immediately following the announcement, Sonder revealed it would wind down operations, file for Chapter 7 bankruptcy in the U.S., and commence insolvency proceedings globally. For travellers currently staying in Sonder-managed properties (including those who booked via Marriott's channels under the "Sonder by Marriott Bonvoy" branding), the result was abrupt: 24-hour or less notice to vacate, cancelled bookings and a frantic hunt for alternative lodging.

One couple, Minjun Chen and Kevin Ngo, were halfway through a prepaid two-week stay in New York City when they received an email. It read, "Marriott and Sonder have cancelled their partnership. Your existing reservation is no longer in effect. You need to move out immediately." The couple took to social media to share their story, and it has grabbed many eyeballs online. Because they were "in between apartments," this Sonder stay was their only place to live at the time, leaving them in a very vulnerable position.

Left with just 24 hours to vacate, Chen and Ngo scrambled to pack up their belongings. As per a report in People, the couple said they had prepaid for the stay because the rates had been significantly cheaper when they made the booking months before, and now they were under pressure to find alternative accommodation at a cost much higher than before. They reached out to both Marriott and Sonder for help, but according to them, neither company offered immediate alternative lodging, and their request to price-match similar properties was denied. The couple said they stayed up until 2 a.m. packing, and later learned that Sonder had laid off all its staff.

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Their story reminds us that, for many travellers, booking a stay at a reputable hotel chain creates an implicit promise: you'll be honoured, your stay secured, and if something goes wrong, someone will have your back. When that faith is shaken, it ripples broadly. For many guests, the business collapse of a hospitality company turned into a very personal disruption. What was meant to be a comfortable stay became one of uncertainty and stress.

According to Business Insider, Marriott has announced that it will provide full refunds to customers who booked a Sonder property through Marriott's platforms. Customers with future bookings will be contacted via email regarding the option to rebook at an alternative Marriott Bonvoy property. According to multiple reports, guests didn't receive immediate clarification about refunds/rebookings when they were suddenly forced to vacate their hotel rooms. This added to the overall uncertainty and frustration of the situation.