I really wanted to love this property. From the Airbnb listing, it seemed hip yet serene while offering a top travel experience. Although the property is lovely, this was not my personal experience.
If this is your first time staying at this Sonder property, be prepared for some hoop-jumping to check-in.
Confirming your identity and checking in: This is all automated through their app. So if you book via Airbnb - the confirmation you receive from Airbnb is NOT the only step to confirming your reservation. Had I not requested an early check-in by PHONE, I would not have realized that there were several more steps to secure my reservation (the customer service rep alerted me that my reservation was not complete!). Early check-in denied btw.
This will include:
downloading the app to your phone
taking a photo of both front AND back of ID (driver's license/passport/etc). Uploading it to the app.
taking a video of your face
You will receive a LOT of information about checking in. Read it carefully - it will impact your arrival.
One item was about parking. In my reservation/check-in docs, I was provided information that parking was either self-park (for a fee AND on a first come first serve) or valet; when I arrived, it was actually ONLY valet @ US $31 per car (the property had discontinued self-park)
While Sonder customer service reps (both online and in-person) are very attentive and seem to truly want to assist, there is actually very little in the way of facilitating any requests. Here is my experience:
*request for early check-in: denied; housekeeping was literally cleaning my room until 4pm ON THE DOT (i realize early check-in is never a guarantee, however it seemed that housekeeping might have been a bit overstretched.
*ICE: no ice available on the property - your option is to go to the local gas station - either walk or drive (which will require you to retrieve your car from the valet).
*A/C in my room was ineffective. You had to stand directly under the vents to feel any relief. Seriously, the room was set for 67 degrees and never cooled down - the room stayed muggy. a wonderful front desk attendant was very receptive and did come to the room to check. A/C and advised never to set it below 64 (which we didn't) as it would kick on the heat if we did; she offered a 25% refund if the issue persisted. in the morning, she wasn't on duty. I reached out to customer service via the app - and my request for bill adjustment was denied b/c there had been no notation made to my reservation account.
*amenities: the in-room cups provided are heavy-duty paper cups, and quickly start to leak if you have liquid in them. I had to go down and seek additional cups from the self-serve coffee stand. is it still "green" if you have to use several cups?
*noise: from my stay, this feels like a party hotel. lots of hallway "activity" (i.e people gathering in the hallway outside their rooms; door slamming, etc). you can easily hear your adjoining neighbors and the ambient guest noise from the exterior (pool/valet)