We arrived at our Sonder to a room that looked nothing like the room that was described on the website. Our room was unclean and had obvious leftovers from a previous guest. There was a water bottle left in the room from a previous guest, bodily fluids on the door and wall near the toilet, finger marks, sticky counter tops, mold in the shower. The sheets seemed to be clean. The room was incredibly small and again looked nothing like any of the rooms shown in pictures for the listing. There are no representatives at the site and I had to wait several hours to receive any response from customer service. We stayed our first night in the room although we were debating checking into a different hotel due to the unhygienic situation. Our first day was pretty disappointing. After talking to SEVERAL Sonder and air bnb reps we finally were provided a new room and a 60$ cleaning refund for the trouble. The new room was clean however it was on the first floor, no balcony and was extremely noisy. Located right near the entrance to the building (very loud door slams all day/ night). The street is extremely loud and we didn’t get any sleep the remainder of the trip. (At least the dirty/small room was quiet). We were not going to complain again however because the hassle of it all was ruining the trip. Worth mentioning: no where online does it mention that this hotel is “haunted” and part of a ghost tour. Luckily my husband and I thought that was cool. I’m aware this is a historic hotel and i certainly was not expecting it to be pristine. However, I felt lied to and cheated. The ad did not represent the location accurately and I feel the price I paid was astronomical for what I received. I did go the week after Mardi Gras so demand was high but I most certainly did not get what I paid for. Location was great but definitely would not have paid 240$ just for that.
Sonder sent multiple reps to check on us after the complaints were made. The rep seemed aggressive and upset that we complained and made us extremely uncomfortable. We tried to stay out of our room as much as we could to avoid any further confrontation. How uncomfortable..