I am not somebody who normally writes reviews. I’m pretty easy to please, and if you simply get the job done as described, I will be the happiest camper. But after my stay in this sonder apartment, I feel as though I need to say something in order to prevent future travelers from experiencing a stay that is the furthest thing from welcoming, warm and cozy.
It all started at check-in. This was a mess. Short story: the batteries in they key pad for my door were dead. Long story: I tried putting in my code and it didn’t work. I messaged them, texted them. No response. I then called them, and after being on hold for 10 minutes, somebody answered. They then changed my code, had me try again. Changed it back to the original code. Again. Had me pull on the door. Had me EMAIL THEM A VIDEO OF ME TRYING TO OPEN THE DOOR?!? Then after a literal 45 minute ordeal, they just told me the batteries were dead in the key pad. They then gave me a code to a master lock that was in the hallway I was in which contained physical keys. For god’s sake, I have no idea why it took this long to figure out that it was dead, and I don’t know why I couldn’t have just been given the physical key sooner. And they generally seemed like nice people, just maybe too many people involved and just super unorganized and totally could have handled this better.
So obviously the keypad situation was a mess when I checked in. But not only that, but I was being berated by messages, emails, and calls all night after checking in and then the next day. And then when I would respond through some form of communication (text, email, call, etc), I would either get a response back 2 hours later, get a response asking for more information that I already provided, or simply get a text saying “unfortunately we cannot receive text messages at this number” WHAT? And every time I got a response back, there was more apology for the late response than actually responding to what I originally asked for. Icing on the cake was when they needed to change the batteries in the keypad on my door. I’m out on the town trying to enjoy my day, then I randomly get an email saying “we need your permission to enter the room to change the batteries. It’s best that you are not there.” Ummmm? Excuse me? No other details???? I responded to that email asking when? For how long? Etc. and got no response for an hour. I called, and the lady I spoke to seemed to have no idea what I was talking about so I had to explain my entire story. She provided no information. Then about 45 minutes later I get a text message saying “Kelly is about to arrive.” WHO THE HELL IS KELLY? Then it says my “request was completed”. So I guess Kelly changed my batteries. This was all extremely confusing and frustrating, all while I was trying to just relax and enjoy Boston. I was thinking that maybe this Sonder thing isn’t set up for people who are only visiting for a few days? Like maybe best for long term rental? Or maybe it isn’t properly cooperated with Air Bnb? But after some thoughtful consideration, I can’t think of a single situation in the entire world that these sonder people wouldn’t be entirely inconvenient for.