Firstly the unit pictured in the listing was not the one we were given. The room was much smaller than the one pictured, and had a clearly different layout and furniture.
Regarding customer service, the chat feature was painful to use- responses were obviously automatic/copy pasted and did not help us quickly reach a solution. I would write "I'd like to request early check in, around 2pm" and get a message back 10 minutes later saying "What can we help you with? What time would you like to check in?" and then by the time I responded 10 minutes later, the person was gone and I had to restart the whole conversation. The back and forth was tiresome.
Additionally we were denied both early check in and late check out- not even an hour on either end. It didn't feel like they were trying to accommodate at all.
One of the guests also claimed to have seen cockroaches or a similar-sized insect running across the bed. And there were a few loose floorboards that we hit our toes on.
Other than that, it was a good location, had strong A/C, and was clean. Just don't fall for the hotel-like experience that Sonder tries to paint.