Room smelled unbearably like sewage and their customer service was not useful. Support goes directly to Sonder through their app and not through Airbnb. Chat restarts every few minutes with a new representative that needs to reread the whole conversation and start from scratch midway through your messaging and issue. Took over 1 hour of chat for them to ask if we had tried air freshener and not fix a thing. They wouldn’t switch our room or accommodate us in any way.
They offered a free cleaning since it isn’t included with any length of stay even if several weeks. Cleaning team didn’t enter the room, just left sheets wrapped in plastic wrap in the hall in front of the door.
Toilet seat wasn’t installed when we got to the room, it was just placed on the toilet and loose. Took them 48hrs to come install it.
This is my second stay here after enjoying the first one, but it’s the exact opposite experience.