To say the least, I was very disappointed with my stay at Sonders City Hall. I arrived to the Airbnb and checked into my room. When I got there I was surprised to see a full sized bed instead of a queen and a completely different layout than what was listed. I immediately realized something was off and contacted the host and also contacted Sonders on the app. I booked the Queen studio and was placed into a room with a full bed. There was a significant difference. I contacted Sonders live support and they got back in touch with me before the host on Airbnb. I was told that they no longer had the queen studio that I booked with a banquette dining table. I was confused because there’s a difference between a layout versus the actual size of the room / bed. after 4 hours we finally got through to another Sonders agent that told us that there was in fact a queen studio in the building and they would see if they could move us. We moved into the new room that we was similar to the listing we booked.
This of course was beyond frustrating because we had a 3pm check in and wasn’t able to get situated until 9pm due to this debacle. Once we got settled in we looked around to make sure everything was okay. We found that one of the lights weren’t working. So on top of everything else there was another issue added to our stay.
This experience just comes off as skilled/ planned marketing to get money from people because there were other photos for the same listing. I also saw that there were airbnb’s available for the same queen studio for that same day before 8pm. I asked for a refund so I could check out and go elsewhere while I was waiting for Sonders and the airbnb host to get back to me but I was told that wasn’t an option as I had already checked in. There were so many things that went wrong during this stay that I actually. Would have preferred not to stay there at all. On the day that we checked out one of the Sonders concierge asked about our stay and expressed his apologies and wish he’d known sooner so he could have figured something out for us. He also said he he would forward the information to the GM and they would be in touch with us. Its been about two business days and w haven’t heard from anyone.
Just do you research. If you’re looking to book a specific listing , make sure you check with the host to make sure that it’s what was was actually listed. We also took a picture of the condition of the rooms before and after we left just in case there should be any other issues.