Communication with Sonder was extremely terrible.
I loved the location of this apartment at Covent Garden. I emailed them to confirm there was no a/c and asked if there were fans or portable a/c.
Samantha L. replied: “…this space doesn't have air conditioning. However, instead of air conditioning, each space has a comfort cooling system that can regulate the temperature to your preference.”
I couldn’t differentiate a “comfort cooling system” from a/c and asked for clarification.
Mark Anthony T. replied: “…Please note that comfort cooling is a method of removing heat from a given room by pushing it outside and replacing the heat with cooler air. It is the same as air condition to keep your office building or home cool during the summer. That being said, it sounds different but the same function and would give you comfort during your stay like the air condition. I can assure you that each of our Sonder has this comfort cooling system and would give more relax feeling while staying. Please let me know if you have any questions or concerns so I can discuss it to you before you book.”
When I arrived at the apartment, I found that the living room, the kitchen, and a bedroom were nice and cool. But the 2 bedrooms upstairs were at 29C. I asked them how to adjust the thermostats. But nothing worked.
Adhel replied: “…I sincerely apologize that you're having issues with your A/C. I've seen that this had already been reported to our team by my colleague who you spoke with via chat. Thank you for using our other channels so we can help you out immediately. Rest assured that my colleagues will visit your space as soon as possible to fix your AC tomorrow. We'll also notify you via email or SMS when we'll visit. We'll also look into a possible compensation depending on how this is addressed tomorrow.”
Since nobody came the next day, I asked when their colleague would show up.
Joy G. replied: “…Sadly, I have not yet received a timeframe regarding when my colleague will be able to drop by your Sonder. But I have asked them to provide an update as quickly as possible; either my colleague or I will send you an update if we have information about this matter.”
Since nobody showed up, I asked again.
The Sonder Team replied: “…Thank you for giving us permission to enter the room. One of my teammates will come round and deliver 2 fans to you today!”
Again, nobody showed up, I asked again.
Johnney C replied: “…No worries, I have informed my colleague already and rest assured it will delivered to you this day.”
Again, nobody showed up by evening. I asked again.
Setri P replied: “…I checked with my team, and we weren't able to deliver the fans because we didn't have any extra fans a couple days ago and are waiting for the fans that we ordered to arrive. I'm so sorry about this! We'll do our best to give you an update today about the fans. I assure you that we'll take care of this.
Sonder talked about fan delivery and possible compensation. At the end of my stay, either happened. The fact is this is a beautiful apartment at a great location. But Sonder’s misleading communication led to a very dissatisfactory experience.