4 Months ago I booked a 1 bedroom with study/separate room so that I can work remotely. Because I booked so long in advance I had many choices available, and again I picked a unit with the study. Based on the photos and the description available on the website the unit also had a large kitchen island.
Well, when I checked in I discovered that I was given a different unit. Not only was the furniture different, but there was no island or study/separate room. Hence the place was smaller and not suitable for me to work remotely.
Also, the unit I booked was supposed to face the inside of the building not the main street. The building is located by the hospital so traffic and ambulances noise at all hours of the day.
Further, I booked for 3 people and the unit had a table with only 2 chairs.
As soon as I checked in I called Sonder and here the worst customer service happened.
A representative picked up and after I explained the reason for my call he put me on hold saying that was going to look into it. He disappeared for 55 minutes!!! When he came back, he said there was nothing it could do to help since all units were booked due to the CMA ceremony in town.
Also, he said that guests are never guaranteed specific units and I was given something Sonder deemed to be comparable to the unit I booked. Which clearly this wasn't since it was missing a kitchen island and a whole separate room!
By the way, I am also a Superhost on airbnb and I know that give a different room/unit is a breach of airbnb policy. Which in fact I reported to airbnb as well.
Finally, I was so appalled that I requested the representative to speak to a manager. He submitted my request saying that a manager would have contacted me within 48 hours. 10 days later I am still waiting for a call.....
WORST experience ever, I travel for business several weeks a year and will never ever stay in a Sonder property again!!!!!!