Dave Robertson | Source | Director of Communications at Trustpilot

In the chart, you can see that Trustpilot rated Sonder as “bad” with just a 1.5 out of 5 review score. The caveat is that there were only 120 user reviews of Sonder, and the company hasn’t “claimed” its profile. Companies such as Vacasa, which generated a “great” rating with a review score of 4, may have an advantage because when they claim their Trustpilot profiles they can solicit reviews from guests as opposed to just attracting them organically, as was the case with Sonder. Trustscores, take into account review frequency, when these critiques were written, and a Bayesian average.