I think this will be the 2nd negative review I have written in my life. I typically give a lot of leniency, but unfortunately I will never stay at a Sonder property again after my stay here. I will try to make this brief and as concise as possible....
- Arrived Monday, Washing Machine broken
- Filed a report that same evening, maintenance came, tried fixing and told me to follow up Tuesday morning on status
- Tuesday Morning, machine still broken, filed another report, spoke to a different person because you never speak to the same person twice on their app. Said they would follow up that evening, never heard anything.
- Wednesday, reached back out to see if they could stop in while we were gone exploring the city that day. They said they would be in. Before we left for the day, I left a pair of black athletic shorts on the bathroom floor, we turned all the lights off and left the unit.
- Returned that evening, washing machine still broke [no update from Sonder on the repairs] and my shorts were missing with all the lights turned on.
- Called Sonder and tried chatting over messenger using their Sonder App. You never talk to the same person twice and they say 24/7 concierge service, but it's actually a call center, no one is on the property at all times [We never saw a single person in the lobby during our entire week visit]
- Told them my biggest concern was the security and safety of our belongings, I figured it had to be a mistake because who would steal shorts?! but still they could not tell me who had been in/out of our unit that day which is concerning and their only response was they needed to "investigate" my claim
- Thursday mid-afternoon, get a call and was told maintenance came into investigate the claim and no shorts were found... OBVIOUSLY the claim is that they were missing, so you definitely are not going to find them in our unit... Also, the washing machine is still broke and they cannot fix it, she then asked me if I actually needed the machine??
- I told her yes we did [we had needed it the first night we arrived as we only packed a few items since we got this airbnb specifically to have a washing machine]
- They said we could switch to an open unit when we returned so we could use a working washing machine
- Friday afternoon, we check-out and still had no resolution to my missing items, as they said their investigate found nothing and they could not do anything about it. I then had to go buy new shorts..
Overall, the broken appliance, terrible communication, missing personal belongings and refusal to take any responsibility is what leads me to caution anyone looking to stay at a Sonder property. Security/Safety are a non-negotiable for me and Sonder does not seem to take it seriously in my opinion.. Great idea in theory and I was actually looking into Sonder for a scotland trip before my poor experience, but not I will look elsewhere.