My worst airbnb experience so far. I'll break it down:
1. Got a message 6pm the check in day telling me my room wasn't available because of a technical problem. They moved me to battery park when I booked this place because of its location. After 3 hours of wondering in the street with all my luggage they told me they could get another room (worse, smaller and less comfortable) in the same location. I took that. They refunded me a single night of a 11 day stay. The downgrade was significant.
2. They never reply airbnb msgs. You have to call them to a help desk and wait like if you were calling for technical support in a company. Takes forever, has to be on the phone. They don't reply you on airbnb app.
3. You can't receive packages or mail. I learned that when I saw my deliveries bouncing automatically because the concierge rejects them. Nobody tells you that.
4. The fridge didn't work. I bought a lot of food the first day, put it there only to rotten after.
5. The place doesn't have a door bell, you can't receive guests unless they call you on the phone.
6. I asked if they could hold my luggage for an hour. The concierge made it look like they were doing the biggest favor of my life.
7. I went to a 5 star hotel for the last couple of days, it was cheaper than Sonder.
And other details like there was no battery on the door lock, there weren't sheets in the sofa bed, the concierge people were super random (one day super friendly and helpful and the other day seemed like resented fugitives from the law).
It would be -1 star if I could.