I saw in the listing that there was an upstairs. When I got to the unit I saw there was a full flight of roughly of 16 stairs to get to the bedrooms AND the full bath that I did not see in the photo. In their ad they did say there was an elevator available for the building. I had recently been put into a leg cast with a 'no weight' on it restriction. I knew then that this was not going to work for the full 6 nights that I had booked. It was late afternoon when I was able to get checked into the room so I emailed their 24/7 line to see what could be done. I did not receive a response til much later. It being on the eve of Mardi gras I knew I had to find another room for the week on my own. After a few calls to hotels I was able to get a room for the week at a much higher rate. When finally I was contacted back by Sonder they said there was nothing that they would do about it. They did not offer to move me to one of their other properties, they WOULD NOT give me any kind of a refund...not even the cleaning fee! It being on the eve of Mardi Gras I really think they could have rented it out at a much higher rate and made some accommodation to me.
Other properties show a floor plan for their unit indicating the locations of bedrooms, bathroom, etc Sonder did not. Even now there is no offer of resolution other than they will not do anything. It made for a very unpleasant night and a very expensive week having to pay for two accomedations.