We enjoyed NYC but our stay at Sonder could have been improved. Check in was very confusing and the building staff was not kind about it. I had filled out the ID verification but it didn't go through. No one notified me of this. When I arrived at Sonder they informed me I needed a check in code and I had to call Sonder admin's hotline in the lobby to sort it out. The building staff kept trying to usher me into a corner instead of trying to help. Another couple was so frustrated about check in they were in tears. They approached me when they saw I had figured out sign in and I helped them get checked in too. As a guest, I found it interesting that I was helping people check in while staff were not only not helping, but more worried about moving us out of the way.
During our stay we faced some issues, the sofa bed did not open up properly and the head of the bed would not lower all the way. There were also missing springs for the sofa bed so the middle caved in. One guest had to sleep very uncomfortably.
There was a used sock by the master bed when we first arrived. And when packing up I found a roach in the master bed.
I stayed at this Sonder before in a different unit with 6 people for a bachelorette party and we had an amazing time. This time I was also staying with 6 guests and we got a noise complaint during this stay when we got in late and were chatting. The way the staff texted me addressing the noise complaint sounded threatening. I also did not clearly see that there are quiet hours for this building when booking. We had stayed up late chatting during my previous stay and did not have issues so I was not expecting a quiet hours notice.
I also asked to see pictures of the unit we would be staying in weeks before the stay and I was sent a link that did not work. Overall, I think my expectations were very high because I had such an enjoyable stay previously. This stay did not live up to my expectations.