I have never stayed at a worse hotel in my entire life. They never sent check in instructions until I had to specifically ask for it when I arrived (they said they would send it 3 days prior). The room uses a keypad lock which I was given a code to unlock. The code NEVER WORKED MY ENTIRE STAY. I had to call customer service over 6 times trying to get it resolved. We always had to call customer service to get into our room. The only way we could get into our room was to have someone come with a physical key to unlock it or be put on hold with customer service for 30+ minutes for them to unlock it remotely.
Every time they said they would fix the issue they never did, and never followed up. They said they would send a maintenance guy to fix it, and he didn’t come until I called again to follow up. When he finally came, he knocked on the door to tell us he will “be back in a few to work on it” but he did not fix it and just ended up leaving without saying anything.... They constantly kept saying the code worked when it didn’t, then sending me backup codes which didn’t work either.
It was extremely frustrating to be constantly asked stupid troubleshooting questions like “did you try pressing the numbers slowly?” When the issue is not that I don’t know how to use a keypad, but it’s that your system is broken.
Do not ever book this hotel unless you want to ruin your entire trip and you have unlimited patience and time. Biggest waste of my time.
They also claim they have a 24/7 guard at the building but it’s lies because we were locked out with no one to be seen who could help us get into our room. But they magically appear after I call customer service for 30 minutes.
It’s an affordable option but definitely not worth dealing with this incompetency and inconvenience. NEVER AGAIN. I will be warning all my friends to not book with sonder