Great place, great location, great “mobile key” tied to your phone — but inaccurate bed size and poor customer support. Thankfully, Airbnb support helped us communicate to the host.
Our problem was that our room had no king bed as advertised on Airbnb, which was hard to bear for a couple. After 2 nights of back and forth, they changed us rooms.
Their customer support made it harder to solve this problem, because they have 3 different ways to get in touch: on their own app “Sonder”, at the reception, and on Airbnb. Those 3 channels are not connected and contradict each other, which took us longer to find a solution for our problem. For example, they said we would need to pay to change rooms, then someone else said that no room were available, then someone else said we would change rooms, and then someone else said we had to wait until the morning when the manager arrived.
The Sonder app customer chat support never had the up to date info, the reception sometimes has the manager and they can find the solution, and the Airbnb is made of other people.
I hope they fix it, because otherwise it’s a pretty great place and location!