I had the most horrible experience at sonder. My check in time was anytime after 4pm but when I showed up past 5pm, the house keeping were in my room telling my they had just started cleaning. They started to panic and told me they could clean it in 5minutes. It was clear someone had previously stayed in the room judging by the pile of trash they had just taken out and they told me they needed more time. I stood in the hallway for 15mins with my luggage unsure what to do and then was sent back down to the lobby to wait. I messaged the number provided through the app and they responded that they would look into it and find me another room but after 40minutes they responded that they had to step away and to message them again if anything came up. I messaged them again informing them I was waiting for them and had to explain the situation again because it was a different person. After delayed replies and me having to double message to check, they finally sent me to another room only to realise they hadn’t sent me my key and when I told them this, they denied and said they did and only believed me after I sent them a screen shot of the email. I requested to just have my original room back since it had been an hour and the house keepers were probably done, they said they couldn’t give me back my original room because they “blocked it out for cleaning” and it wouldn’t be ready until the next day. When I requested a refund to find a different hotel, they then refused to give me one because they would get penalised if they cancelled on a guest. I checked the Airbnb app and it stated that I have to discuss with the host before requesting a refund and when I told them this they still refused and sent me a long message outlining their deal with Airbnb. In total, I waited over an hour until one of the workers at the site said my original room was ready and clean and he had checked it to make sure which was the opposite of what I had just been told. They apologised for the miscommunication and said they would make up for it by sending me a voucher which I never got. My room was not clean at all. The sheets had stains, the floor was sticky and there was dust and sticky stuff on the table and the rug looked like it had not been vacuumed for a while. Being a single traveller visiting dc for the first time, I was scared and felt abandoned and this was the most overwhelming experience I’ve ever had with a hotel. I’ve booked with Sonder twice in New York and had no issues but with this one, The service was highly unreliable and I would never recommend this place to anyone.