I had a rollercoaster of a stay, bare with me. Upon arriving, I had to chat support to have someone come down to the lobby to get checked in, it wasn’t too long of a wait. I was traveling to the area for the 49er/Rams game, and was so excited to find this stay, I was even more excited when support and the front desk rep told me there would be parking available for game day.
First impression, *super* asthetically pleasing, up-to-date, friendly staff, customer-centered. This took a HUGE turn the following day. See below for some challenges I faced.
*NO parking on game day although I was guaranteed it
*parking card was disabled intentionally and I was not notified & was left without access to the building
*bathroom drain clogged
*no secure shower curtain/liner (in our room the shower can be viewed from the bedroom, there’s an optional lightweight liner but it is COMPLETLEY see through)
Any Solutions? Keep reading ..
Eventually someone was coming out to their car, so they helped us get in. After checking in with Jay M. at the front desk, I was told parking got crazy so they were giving people different parking numbers and I had to go move my vehicle, I thought to re-confirm I would have parking for tomorrow’s game & was told I couldn’t leave my car because they were “fully committed”. Re-drain, someone promptly came up to fix with no problem! Finding out about no parking at 6pm the night before gameday was STRESSFUL. My car would’ve got towed if I didn’t triple confirm about parking.
Jay stated he would not honor what his peer guaranteed me last night, rather he provided an email of a valet service that he said would be monitoring the parking for game day. He said to mention to the valet that I was staying at the hotel, and I would get a discount. Website was sketch but I found a phone number I could contact, I called the number after speaking to Jay & discovering parking passes for the game were sold out.
Calling..Juan answered in a noisy enviornment “hello what’s up, who this?”. He confirmed he was the valet and I was told I could keep my hotel parking spot if I paid an additional $120. I made a visit to Jay as I thought it was not customer-centered that they are having me pay an additional fee to “keep” my parking spot. I was lectured about how market value for parking is high due to the game, yes understandable, but why was the spot guaranteed to me & now I’m stuck paying an additional fee of $120? I was offered a 30% discount on each of my nights, Sonder never intiated this refund so I had to get help from Airbnb to retrieve it. I asked Jay if I could get a corporate or manager number so I can share my concerns/experience with, I was given a customer service number, when I called, I spoke to Marley who was very sweet and shared there were MULTIPLE other guests calling about the same parking issue. Marley said he did not have any phone numbers to provide & I would need to get it from the front desk. I went back down and asked for the corportate/owner/gm’s number again, and they refused to provide it. By this time I spoke to 5+ other guests who had just arrived and they were told there was no parking at all for guests. These guests were told this after traveling long & far. I asked them if they reached out to the Valet Jay recommended me, come to find out, a few guests recieved the recommendation and the others didn’t. A few guests asked Jay for the valet he recommended and he denied referring a valet service.
All of this to say, don’t stay here if you are traveling with family. I was with my parent and sister and we had to be careful when someone was showering. DO NOT VISIT WHEN THERE IS AN EVENT. CHECK GOOGLE REVIEWS BEFORE BOOKING!! You will NOT get notified that parking is unavailable until arrival. Get all communication documented, LUCKILY I BOOKED THROUGH AIRBNB so they were able to help me get my 30% discount. I’m glad I got the discount, but do not feel it covers the awful and dissapointing customer service & experience. Also, no corporate number is a little sus, not sure why a Sonder rep would not have any other contact info to escalate an issue, or why Jay would not provide this info?
Can’t wait for more guests to share their experiences as I know I was not the only one who was excited about the game then dissapointed by the customer service, and parking issues.