I had a very good experience with Sonder in another city so I chose it in SF again. However, although I enjoyed the room (it was a bit small but cute and compact with bunk bed - not two separate beds as shown in Airbnb photos) with a reasonable price, the communication experience and process to resolve issues really need improvement.
The AC was not working so we tried to switch to another room, only to be told that none of the ACs worked and could not be fixed that week - which was totally fine, but then even after I double confirmed with a staff in chat that we could stay in the original room, we still got locked out. Then I had to call the team and literally waited for 1.5 hour to get a new code and enter my room. Every time I called/texted, it was a new support staff as well so I had to explain the whole story over and over again. The only plus was that the team did recognize the trouble it caused us and gave us some refund. The checkout date also got input incorrectly in their system, so I had to reach out again... It was not a good use of our time during the trip. I would still recommend Sonder - as long as there is no issue to deal with lol.