We haven’t received any emails or messages from Sonder regarding the check-in process(it is described that we must receive it 3 days prior the stay), and therefore we were not informed we need to verify with ID. Even on the day of our arrival, we were messaging them on airbnb and they weren’t answering at all. At the end we used their app to try receiving the check-in information, because we were almost at the place. We were in communication with 3 different agents, that were focusing more on trying to fix the bugs on their app, instead of giving us any information regarding the check-in. After 2 hours of chatting they finally send us a link where we could verify the ID. However even after doing that, we did not receive the check-in information and had to go to their chat for 3rd time. After some time with the 3rd support agent we finally received an email with check-in information. Overall that was the worst process I have experienced so far and we were very close to a situation where we have nowhere to stay. On the next day, we finally received a message from them on airbnb…if we had waited them to answer there, we would have been sleeping on the streets, no matter the place was paid in advance. Besides that, the apartment was beautiful, the bed was comfortable. The bathroom was clean, except the towels (they had hair), so we could not use most of them. The location was good as well. I will definitely avoid staying at their places again, because of all worries, they gave me with the difficult check-in process and the difficult communication.