2/10 Terrible
Susannah
14 Mar 2024
Liked: Amenities
Disliked: Property conditions & facilities
my experience with Sonder was pretty terrible.
TLDR: They charge hotel prices, but their corporate presence, cleanliness, and customer service have a "hotel without the hospitality" feel.
On my first day, I got a nasty message from their customer service that there was a noise complaint for my apartment. I was not in the unit, so this scared me badly. I thought someone had broken in.
I responded to the rep, and they quickly retracted. I asked what happened, and there was no follow up.
As other reviewers have stated, the entrance feels a little unsafe, so the whole situation was unnecessarily alarming. I wouldn't have been as worried if I hadn't been traveling alone.
The building also opens on a sketchy alley in the back with no locked door.
As far as cleanliness, the halls are dirty and smell of chemicals. The shower in my unit was moldy.
Small things like asking about amenities took over 12 hours to get a straight response from customer service. I kept getting "We'll update you" or "we are coordinating now" responses, and then radio silence until I followed up, inevitably having to repeat myself because there were "no notes."
. My reservation required me to switch units, and they couldn't offer a luggage solution for the 4ish hour window. Even that was fine, but it took them 2 days and multiple follow ups to finally respond with that negative.
Susannah
Stayed 3 nights in Mar 2024
