Unit 12 is fabulous. Unfortunately a lot of people had problems with their locks and not being able to get into their rooms the week I was there. I called Sonder; the chat seemed to be much more effective (see below). I was locked out of my room and on the phone with Sonder for 1.5h at check in. They kept on saying “I am here with the team”, but nothing was happening. I am familiar with these programmable locks and it didn’t make sense they couldn’t reset it instantly. Finally after 1 h said I need a place to stay, do you have any other units? They then looked into this and assigned me the room next door (smaller but still great) which took another 30 min. They did refund me for the first night, which was fair given the circumstances. This happened again when I checked into my original room a few days later, but I used the chat function instead and they sent someone out, and straightened it out within 45 min. Other than the check in, it was great.