Overall we had a terrible experience with Sonder and do not recommend staying here.
We arrived on for our Sunday check in at 7:30, and at first we couldn't get into the building because we never received the check-in code or instructions ahead of time, and we couldn't log into the Sonder website because they listed an incorrect number for my account instead of the number associated to my Airbnb account. After getting into the building, the front desk told us that the room we had booked was actually unavailable because there was a leak in the sink. (For context, we booked this listing because we had stayed in the exact same layout room with Sonder in this same building two months ago, and had a great stay. We specifically wanted the desk + table set up to accommodate for a week of WFH.) The front desk told us they would change us to another room with the identical layout, but we ended up having to wait at the front desk for one hour until 8:30 when they finally were able to get us the other room.
When we went up to the room, we found that it was NOT the room that we had booked (with banquette dining table, two desk chairs + desk, and kitchen in a separate room), but instead was a SIGNIFICANTLY WORSE room with no banquette table, desk chairs + desk, and kitchen in the bedroom. We complained to the front desk, who then informed us that they knew of this downgrade, but the online customer service believed it was the same room because the layouts weren't up to date in their site.
We were calling back and forth with customer service that night in order to get a change back to our original room, or a better room. We even offered to move to one of the other Sonder buildings in the area, or to accommodate by moving into the original room later in the week. Customer service was vague, indirect, and at some points condescending, and we were promised callbacks that we never got.
The next day, we again tried to contact customer service and get help from the front desk, but to no avail. At some point, we asked if we could move back to the original room after the leak had been fixed, but it turns out that the leak had just been fixed and a new guest was slated to move in on FRIDAY (which overlaps with our reservation by one night — Friday night), so they didn't offer us the room, even though it was free in the meantime. At night after another series of calls back and forth, we got on the line with an agent who, after a long phone call, said that they found the original room layout in the same building for us to transfer to the next day (Tuesday). We were ecstatic and confirmed MULTIPLE TIMES that this was indeed the same room, since the first room transfer had gone poorly. The agent confirmed that the new room did indeed have the exact same features (banquette, desk chairs, kitchen in different room) as promised. We even looked up the listings on Sonder's website and confirmed the exact same square footage and floor plan that we were looking for. We then agreed to move the next day during the work day to the new room.
The next day, when we moved to the new room, we found that it was EVEN WORSE that the first room — it was half the size of the room we had been living in, with no table/desk chairs/kitchen was in same room/etc — even though we had confirmed multiple times that this was not the case. We then moved back to the original room after multiple phone calls, which was another hassle since we had to unpack and pack multiple times. This was also difficult to accommodate during the work day.
When we got on the phone with customer service again, we were already defeated and would have just been happy with money back at that point, since we didn't have any faith that Sonder could be competent enough to deal with a transfer back to our original listing. We had another series of phone calls in which they promised to call back with a manager to issue the refund. They never did.
We ended up staying out the remainder of our stay in the room even though it was definitely not what we were looking for, and we definitely wouldn't have booked that room ahead of time. We had an extremely poor experience with Sonder customer service and support and would not stay with them again. We were never contacted afterwards by Sonder and never got the full refund that we were asking for.
TL;DR would not recommend Sonder for a very poor experience, bad communication + support, and overall lack of respect for customers' time and money.