I received emails after booking to register and verify phone and email, which I did. then received a confirmation #. I figured when we get there give them the confirmation # to get instructions to get in. But NO, they now wanted a picture of drivers license front and back, taken with THEIR camera that had to be accessed through their website or app. I had NOT gotten an email stating this. I tried 5 times talked with 5 different people, all of which had me do the same thing over and over with no results. At this point we were attempting for over 3 hours outside in 95 degree heat, then my phone runs out of charge and had to go into parking garage to charge in the car. I asked if we could be let in and then when wifi is working we can send it. NO again. My husband gets the app to work on his phone and sends it, then they say it has to be off of my phone. Then they asked for a selfie face first then left side profile then right side profile, just like a mug shot. I finally found the camera after 3 hours and it would NOT send, went to my settings and all checked out as abled. Finally at 5:30 we gave up, called Airbnb and they said they could not get an answer either and were lodging their own complaint. they allowed us to cancel. Sonder's excuse was this should have been done 3 days ago. But no where in my email says pictures through app must be taken. They shouldn't give out a confirmation # if you cant get in.
Seems because Sonder had confirmed my phone, my email, had picture of DL, had confirmation #, and I paid in full. I should have been let in especially after 3 hours and 6 people. even the web site says " if necessary" a drivers license and selfie needs to be sent. Sonder made me feel like a criminal and not trusted. We had to book a hotel. I will never book Sonder again unfortunately. also tell everyone our horrible experience for the first 5 hours. Not one customer service had authority nor got someone who did to help us. it was all about that selphie which makes you feel like you are a criminal. Honestly, it was a paid in full condo not Fort Knox. I feel like I could get into see the Pope easier.