Their front door lock is broken so they are manually opening the door to let people into the building. They told me someone would be around 24/7, but I came back in the middle of the night and nobody was there. I contacted all the numbers on the door and nobody picked up. One of the numbers isn't even set up to recieve calls. As such, I was locked out in the middle of the city in the middle of the night until I sat through multiple holds and someone at Sonder's customer service was able to locate someone to let me in. They refused to offer any sort of compensation or even adjustment to my stay.