The most horrific customer service experience I have ever had in my life. From an initial problem of being rudely spoken to by a member of staff for using an exit frequently used by people in normal clothes, which was apparently staff only, to being shouted at by a customer service representative. The staff at the hotel were unable to fix a series of shampoo and shower gel mounts that repeatedly fell from the shower wall in fewer than 4 days, this happened 3 times, and was still unresolved upon leaving the room. The kettle took approximately 10 attempts until the button stayed on boil. The shower door did not close and let water run out through the sealing. The towel rail did not appear to be connected to anything that would warm them, meaning towels were continuously wet. I requested a fresh change of sheets in the second week, it took three sets of sheets until I was given a set that fit the bed, over several days. I was progressively given fewer towels with each replenishment, from 2 bath towels, 2 hand towels, and a floor towel, to 1 bath towel, 1 hand towel and 1 bath mat, to finally 1 bath towel and 1 floor towel. The Chromecast function of the TV never worked. Bins were emptied by the guests themselves, and despite staying for over 3 weeks, no room cleans were scheduled at all. After these issues became recurrent, I contacted customer service to complain. I was given a card saying 'Enjoy your stay!' and a box of £3.50 chocolates. The issues were still not fixed. I reported further to Sonder, and was given compensation for the problems experienced, and offered to move to a specific new venue the next day. I cancelled visiting a family members birthday party, cancelling pre-booked transport, and moved professional commitments in order to make the checkout time the following day. I was informed 1 hour later, after accepting their offer, that Sonder was unable to continue with the offer. Sonder did not reply to me for more than an hour, and I called their service line in order to speak to an employee. I was shouted at by a member of staff down the phone, and was subsequently told I was unable to speak to a senior employee, but could expect a call back within 24 hours. This never materialised, so I phoned again the following day. After repeated phone calls to telephone handlers, I was repeatedly told management was reviewing the case. One call handler reviewed the telephone recording, and was told that the original employee's management was informed and would be taking the matter further. This employee also said that she would push the matter further with Sonder management, and she would phone me back. I did not receive any further phone calls. I was told 1 week later that Sonder considered the matter closed, and despite being moved to a different, identical, room in the hotel, never received an apology, or any gestures of apology for the personal inconveniences and way in which I was spoken to, nor received anything from the management team. To make matters worse, the staff did not help me move any baggage, and infact repeatedly left me without access to my previous hotel room which I required access to to pack my belongings. AirBnB were next to useless with mediating the problem, as no call handler seemed to understand the problem. Overall, this experience was wholly ruined, and I felt highly uncomfortable staying for the last 10 days of my booking. Sadly, the only positive I can give Sonder is the price point for the location, aside from this I would actively disuade anyone from booking with this company.