This review is primarily based on how Sonder handled a problem I was having with check-in.
The company REQUIRES facial recognition done through a 3rd party, not AirBnB. They will not allow you to check in without it. I was having issues getting the facial recognition to work so I called their customer service and told them the issue. Their response was that this was impossible and facial recognition always worked. They told me to find a different device, I had no other device. They had no other way to manually send my check in details and nobody nearby could let me in. I was told if I couldn’t get the facial recognition to work then they would cancel my reservation, this is the day I’m supposed to check in.
It took two hours and borrowing a strangers phone to get it to work. When I checked in the place was decent, about average for what you’d find on Newbury at that price. However the water temp in the shower would fluctuate between pretty cold and very hot without adjusting the handle.
And finally, while this isn’t required of them, I find it odd and disrespectful they wouldn’t even let me drop bags off prior to check in. I haven’t come across a host that wasn’t okay with this to some extent, but Sonder just directed us to some locker rental company.
I wouldn’t recommend anything offered by Sonder. They are a prime example of a large corporation ruining the idea of AirBnB and having zero customer service. You can find better in the area.