This stay was absolutely horribly. From start to finish. The first day we checked in at 2pm and left until 6pm. When we arrived back to the apartment the furniture was moved around and it smelled of alcohol. It was clear someone had been there. We did not authorize anyone to come into the apartment. Reached out to customer service and talked to 6 people as they kept ending the chats. They told us that someone came in for 15 seconds so we must have made up that anyone came in.
The next day we woke up to a major leak in the ceiling. Maintenance came quickly but to get another room was a nightmare. Customer service said there were no rooms in the building and that we would have to another building 20 minutes away. Maintenance actually said that was a lie and tried their best to help us. It took 1 hour and 45 minutes to try to get another room with the customer service team. This made us late for an event we were performing at. When we finally got another apartment assignment they told us they would keep the pin for the apartment active for an hour so we could have time to move our belongings. Well they didn’t it so we had to leave one person there to watch belongings while another moved things.
Doesn’t stop there. The next apartment was smaller and incredibly dirty and dusty. The outlets in one of the bathrooms didn’t work and the shower head in other bathroom didn’t work. 4 people had to use one bathroom. The women had to do their makeup and hair in the hallway.
Reaching out to customer service was a nightmare. They would offer compensation then take it back. To speak to a manager you have wait for a call back in three to five business days.
The stay was absolutely miserable.
Not sure if it was just this location or what. I stayed at a Sonder in NYC and had no problems. They need much better customer service and protocols majorly.