Safe to say I have learned my lesson renting from a company rather than a private owner. In all previous experiences, renting from an owner is easier to communicate/get direct answers. Renting from Sonder I dealt with multiple people, resulting in varied answers and varied degrees of helpfulness. Had to receive check in instructions over the phone rather than via email or the app (as required to download) due to a tech issue on their end. Once we entered our room we found it was not what we had booked. After talking to two different agents, one was empathetic and moved us into a different room (the one we booked was unavailable and we were never notified). The other agent I contacted for help simply told me they would cancel our reservation. The saving grace for this trip was the location. The room we ended up with was fine but just so disappointing to start our trip so chaotically and a vastly different experience than we expected.