Sonder is what happens when you try to apply a SaaS playbook to the hospitality industry: Over promise. Under deliver. Perplexing user experience. Zero customer service.
For a space marketed as a premium work stay, simple things are lacking or not thought through. You can’t plug the hair dryer in the bathroom. There are no power outlets by the bed. And yet there are FIVE ethernet outlets in the room. Am I hosting a LAN party?
Unfortunately, this was the worst stay I’ve ever experienced at any hotel or Airbnb across 30 countries. There were some issues with amenities in my room. A broken fridge, some of the listed necessities missing. These could have been minor inconveniences but instead I got passed around to various REMOTE customer service people for over a WEEK with no solution. Despite having onsite staff, they didn’t seem able to address any of my concerns. You’d think someone who had booked four weeks might get prioritized. Days would go by without a response. I tried calling, texting, emailing, in person… nada. I was traveling for work and the unprofessionalism of the whole thing was pretty shocking. After TWO WEEKS, they agreed to move me to another location across town. The remainder of my stay was smooth sailing and the rep who resolved the matter was extremely apologetic. Still, it’s clear their systems are broken and if anything goes wrong during your stay, you’re out of luck!
Stay at a hotel or an Airbnb but not a Sonder…