Hotel cancelled non refundable stay, refusing to tell me if I’m eligible for a refund

It's only non refundable if you cancel, not if they do.

You will get a refund. They are just covering themselves with the blanket response about eligibility. It's probably automated.

Doesn’t “non refundable” mean it’s not refundable if YOU cancel it? If the hotel cancels it then they should surely refund you. Does it say in the booking confirmation or terms and conditions that there is no guarantee your booking will be honoured,and no refund in the case of the hotel cancelling?

How did it show on your bank statement?

From their statement it sounds as if all bookings were via Marriott, and Sonder just provided the accommodation, with M providing the processing and branding.

I'd be contacting the bank anyway. I got a refund for a festival ticket I booked on my debit card when they went bankrupt. Just had to send all the paperwork.

Usually book on credit card and have used the S75 rules a few times successfully.

But from the FAQ information you will get a refund. It is just taking time because of how credit card payments were taken. However Marriott are acknowledging if you booked with them they are responsible for refunding you.

Surely, the 18 year old intern who probably manages their social media accounts cannot access customer databases to determine if you are eligible for a refund. As per data protection, you need to go directly through customer services. Call the hotel. No one on Twitter will be able to tell you about your accounts. But yes, of course, they will issue you a refund. It’s probably such a standard thing that usually no one asks this question. I’d expect 5 business days though for processing so just keep your eyes out for it.

This is what the website says OP, sounds like you should get a refund at some point but they just won't confirm when.

I have an upcoming reservation I pre-paid at a Sonder property. Will I receive a refund?

If you are expecting a refund from a Sonder property that was booked through Marriott channels, including Marriott.com, Marriott Bonvoy Mobile App, the Customer Engagement Center, and Fliggy, Marriott will cause a full refund of your prepaid deposit to be issued. The refunds will be processed on the card on which the advance deposit was processed. Since Marriott didn’t charge the card, we are working with the credit card processor to get the refund processed as quickly as possible. If you have any questions or need assistance, please contact our Customer Care team directly here. If you booked on a third-party channel, please contact them directly to arrange your refund. We sincerely apologize for the inconvenience.

I have been waiting on a refund for a future reservation at a Sonder property. Does this mean I will never get it?

Marriott will cause a full refund of your prepaid deposit to be issued. The refunds will be processed on the card on which the advance deposit was processed. Since Marriott didn’t charge the card, we are working with the credit card processor to get the refund processed as quickly as possible.

Slightly off topic and sorry you are going through this, but we booked a Marriot Hotel last year but I never understood all the "by Sonder" stuff. Got loads and loads of stupid emails (not) explaining the situation from both sides and then requests for confirmation data and setting up new accounts. It was quite baffling. What even are/were Sonder?

I wouldn't worry until they've told you in no uncertain terms you're not getting a refund. You're just worrying yourself when they've told you if you're entitled to one you'll get one, and I can't see why you wouldn't be entitled to one

When you hopefully get your money back, can you look for Airbnb rather than a hotel, if hotels are so much?

Sorry I got confused your OP said it was cancelled my MB as you booked through them.

If you've paid of course you're eligible for a refund.
If they don't process the refund within a reasonable time scale, just contact your bank - as long as they have proof that you paid and that you won't receive what you paid for they will refund you.

Sonder might be, but your booking is with Marriot. Marriot has dropped their deal with Sonder, but they owe you a refund, there is no doubt about that. They should also offer you the option to rebook through another of their hotels, which might be why they don't mention the refund just yet.

https://www.marriott.com/en-us/marriott-brands/portfolio/sonderfaqs.mi

They cancelled not you so a refund should be processed.

Talk to the bank/method through which you paid too so they know.

If you're in the UK I think a small claims court would decide on a case like this, but I'd give them a few days to see if the refund is forthcoming.

I'm not clear - did you book through Sonder or directly with Marriot?

They’re going bankrupt apparently and all hotels are shutting down 9am today. So I think getting my money back will be a long shot

Yep, unfortunately. You will be on a very long list of creditors. It will depend on the order the receivers put creditors in and how much they can claw back to disburse to creditors. That really sucks.