Someone else posted that Sonder was good for two things, the balcony and the location, and they were absolutely spot on. I've been an Airbnb Superhost for 7 years and this stay was on par with a bad motel. Not what I expected when booking through here. We were in room 301.
Pros: They let us check in two hours early. They were responsive.
Here's how it went. When we opened the door we realized that THERE WASN'T A KITCHENETTE as described in the listing. Not even a plastic cup in the room. No mini fridge, nothing but a dining table and a sofa table. Immediately messaged them before showering to say they had put us in the wrong room as I had booked this specifically for the kitchenette. They said that they had recent renovations and would credit us back $100. I said this was false advertising and they said they had no where else to move us but would give us $25 a day on top of that for breakfast. We said fine, whatever, nothing more we could do.
With that recent renovation, the door to our room wouldn't open unless you put a serious elbow into it. So badly that I think we split the top of the door trying to get out of the room. When we asked for maintenance due to this fire hazard, they sent someone up to shave the door, and then there was wood shavings both outside our room and all over our things inside. They shaved it but never cleaned up after themselves with dust all over our things.
There is no working elevator for third floor access. The key system didn't work for all three nights and at one point we were locked out completely of the entire hotel as the man changing the locks didn't even know how to let us in.
The bed was so hard and though I read it was noisy, that was an understatement. We went to CVS to buy ear plugs that barely muffled the 3am DAILY trash pickup outside the room that sounded like it was inside the room. And I'm a hard sound sleeper - especially after a few (or five) cocktails. But this was insane.
The room was splattered in fresh paint, the bathroom was dirty, the water pressure was a trickle, and I wouldn't have swam in their pool if you paid me. They were actively doing construction while we were there so the ground floor had tools, extension cords, and packages blocking access to the pool and courtyard.
Upon checkout we were given the code to keep our luggage in the lockers and then locked it behind us for two hours. When we came back for our luggage, we found they also gave someone else that same code as someone elses luggage was with us (there were four large luggage lockers so they could've gone into another locker with their own code) but the other guest did not lock our locker so our luggage was open to anyone that wanted to get it.
The last message to their employee said frustration and he said "I'm going to throw y'all some Sonder credits. Thank you so much for being such amazing guests and dealing with our growing pains!" When we didn't see the credits I reached out and he said "Let me get with one of my guest agents and see what the hold up is." When I emailed Sonder a few days later they said "We already gave you $175." I said that was due to the kitchen not being there even though it was stated that it was in the listing not for literally the worst stay ever. Fire hazard, not being able to access the hotel or our room, etc. She finally responded, "We already gave you credit. We're not giving you any more credits."
And here we are. So yeah, the location was great. I liked the balcony. But I absolutely would never, ever stay here again. It was our first real getaway in a few years and if I could turn back time I would've stayed literally anywhere else.