I stayed at this apartment for three days. Not once did the cleaning staff come to clean the room. After realizing they didn’t come the first day I had called customer support because there is no front desk service. It’s all either online or by telephone… I had called to ask for the room to be cleaned and for new towels to be given to us for showering. Customer service stated that it would be done shortly after my call and it never was. I called back two more times and I was unsuccessful at getting a cleaning staff member to come to the unit to clean, change the Linens on the bed And provide fresh new towels for showering. I think it’s ridiculous that I had to call three times to customer service to get clean towels for showering. And after they finally brought towels, not once did they change the bedding for us. When I saw a cleaning staff member in the hallway and approach them about the issue they gave me such attitude stating that their shift was over and if i wanted towels I would have to call customer service again. I couldn’t believe this experience was so terrible. I have never experienced this type of service with a hotel or Airbnb. It baffles me that I wasn’t able to get clean towels or have my bedsheets changed. I would never book or refer Sonder to anyone to be completely honest after this experience.
I also had a problem with the inability to check in at an earlier time. 4:00 PM seems a bit outrageous for a check-in especially for travellers who have luggage and backpacks. Not only were they unable to check me in early but there was nowhere to store our bags from our time of arrival in the morning until 4 o’clock so we had a travel to city, walk around and carry our luggage until I was checkin time. I think it is also outrageous and I have never heard of a hotel service that didn’t offer bag check in for free. It’s the least that they could do if they cannot offer a earlier check-in. And the fact that they offered me an option to check my bag for $25 USD is outrageous. Never again