When we arrived we were very happy with the hotel, what was offered to us and the information left for us. The communication was great as we had a problem with our toilet and someone came to help straight away.. We also appreciated the xmas gift.Unfortunately, after that, I didn't hear back from anyone for two days... I got an email the day after stating the lifts weren't working.. My partner got stuck once and then neither lift came up to take us down to our Uber so we had to go down the stairs which led us to an alleyway way where we got lost and missed our Uber... I let sonder know.. No reply.. Then our heating system got too hot and the ac was just letting out hot air.. I asked if someone could come check it for us.. Again no answer so we had to sleep with the window open a bit.. I also tried to find out about luggage storage on the website and messaged.. No reply.. So we had to sit and wait on the phone for 10 minutes to find out.I still haven't heard back from anyone.. So the last 3 days were not great...