Beautiful Property. Great Location. Super Clean. We stayed for a week and just wanted to be at a home away from home. But it was quite comfortable...
First the fire alarm went off one morning when we were cooking bacon. We had no idea how to reset it or turn it off. I called and waited over an hour for someone to finally show up. During this time the fire department even came but they couldn’t even get into the locked box to reset it. Finally someone came and all he did was take it off and left it off for the entirety of the trip because he didn’t know what to do. And after all that they texted me and told me “to not smoke inside the property”... the fact they told me that left me feeling like they were trying to blame me for it... when we were literally cooking breakfast for our family.
Then our water pressure went completely down. Showers wouldn’t run/get hot and the toilet wouldn’t flush. They didn’t fix it until the next day and had us use a different unit bathroom until it was fixed. Once it was fixed the water started to smell and run brown for a couple hours. When I called back they told me to just run it until it stops. They offered us to stay somewhere else but this was halfway into our week long trip and we had wet clothes in the wash and all our clothes and souvenirs out. It would be so uncomfortable to pack everything and unpack again.
And during all this I told them several times that the dryer was not working. They seemed to keep forgetting and when I reminded them they just gave us a different unit two floors down to use the dryer. And they reminded us “only use the dryer because they have other renters coming in the morning” wellllll I would have to use this unit if my unit wasn’t constantly breaking down lol....
All in all the time I spent on the phone trying to get things fixed was not something I planned on doing during vacation. The time it took to get things looked at or fixed was really inconvenient especially for an Airbnb where people are staying only a few days to a week or so. One day of inconvenience is more than enough but 3-4 days was just tiring.
After all this the people I spoke to on the phone and in person seemed quite apologetic... but in the end all the Sonder team did was send me a 100$ VOUCHER. I stayed here a week... I spent over 800$... and they literally sent me about 15% of what I spent— and it’s a voucher so it’s going right back to them.
After checking out I thought somebody would reach out but nobody has. I really want to stay with you guys when I go to Austin in December but after this I’m just not quite sure.
It’s a great concept, a new kind of hotel stay but with the Airbnb feel. But you guys have a lot of things to address.