Exclusive | American Customers Are Madder Than Ever

Guests were sent scrambling on Nov. 9 when the hotel-and-apartment rental company Sonder abruptly shut down during their stays. Their keycards suddenly stopped working, locking some customers out with their belongings still inside. And when they sought help from Sonder workers and loyalty-program representatives at Marriott, which had been offering Sonder rooms under a licensing deal, they discovered that they were sometimes breaking the news.

It was just another day for U.S. consumers.