Exasperating Host & Experience
We reserved a 2-bedroom unit for over a week with a king and queen size beds and a pull-out couch bed. This was not the unit we were placed in. Our unit had a queen and double size beds in the bedrooms. I reached out to Sonder and it took almost 4 full days to resolve the issue and multiple communications disrupting our family vacation. It was very frustrating! Each communication was with a different customer service rep. Their responses were all of over the map and much of the time condescending saying “we’re sorry you’re confused’ other responses included….
“We don’t have that reservation for you”
“Well, our beds are in UK measurements so their smaller than U.S. beds”
“We greatly apologize and we will relocate you in 3 days”
“Actually, we will not be relocating you or giving you a refund”
Then communication went silent. We had to file a complaint with Airbnb to get some resolution. We finally got Sonder to give us the correct unit after 3 days, but then they would not allow us to move into the new place until 11pm the next night. After more back/forth communication we were able to move into the new place around 7:30pm on the 4th day. This is some of the worst customer service I’ve experienced. Not the usual host our family has found using Airbnb.
The two units were fair. The beds were comfortable, except the pull-out couch was a thick foam which was not comfortable. The table chairs in the first unit were pretty worn and uncomfortable to sit in. The second unit had little better furniture and definitely more space with an open floor plan. In both units the radiators were very noisy and made it hard to sleep at times. All the showers were like heavy mist sprays so difficult to wash hair. No ventilation in bathrooms which was unpleasant and stuffy. The places were clean and had good bedding and pillows. The only other strange issue was our check-out time was 11am and a Sonder person came to our door at 10:50am to make sure we were leaving. They stood outside the door and waited for us.
Airbnb has usually been great experience, but this is not a place/host we will return to and do not recommend to others.