I’m about to copy/paste the message I sent Sonder after our stay and then the message I had to send Airbnb due to Sonder declining our $150 refund request. We were at this place for four days and most of the time we spent worrying about the cleanliness, the issues that happened with both units, and the responsiveness of the host. These places are so expensive and I felt stuffy the whole time I was in the unit, so while I had gotten refunded for the cleaning fee, everything else we had to deal with made our stay less than pleasant which is why I requested another $150 refund. Up to this day, the host has not replied to Airbnb for Airbnb to refund us. Goes to show how bad this company or hosts are and no one is getting held accountable.
“My friend and I arrived at the Airbnb on Saturday November 27th at 10pm. We were getting ready to unpack and go to sleep when we noticed the sheets and comforter in the clear bags looked dirty and the tamper proof stickers were clearly reused. As soon as I opened the bags, you could see what looked like animal hairs, dust, and dirt. There were hairs on the comforter that was on the bed. It was apparent walking into the unit that the floors were poorly swept/not vacuumed and there was dust on most of the furniture surfaces. I usually sneeze when there’s dust in a room and i had started sneezing as soon as I walked into the apartment. We had to then proceed to look up the phone number to call the 24/7 line and we stayed on the phone for at least an hour to try to figure out a solution. The representative was super polite and helpful but it seemed like he couldn’t get in touch with someone in charge of the building. We were going to get cleaning people in the morning then we asked for a different unit so we could sleep comfortably knowing the beds and sheets were clean. He was able to move us from unit 6 to unit 2 and refunded us the cleaning fee. From here everything seemed fine in unit 2, we checked the sheets and beds and floors and there was a significant difference in the quality of cleanliness. We unpacked, got ready for bed, and noticed the toilet didn’t flush effectively. There was pressure to fill the bowl but no pressure to drain it. We thought it would fix itself so we went to bed. The next day, we were ready to leave when we noticed again the issues with the toilet, and at this point, one of us went to the bathroom for #2 and it didn’t go down even after using the plunger. From here, we were on the phone for 15 mins with a representative to get someone to come look at the toilet. She again was polite and tried to be helpful but was unable to locate the building manager. So we were given a code to use for unit 6 to use that toilet in the meantime until she could reach someone. We went to unit 6 to use the toilet before we left, and the code didn’t work. We had to call back, and the waiting time was around 8 mins for each call before we were connected to a representative. The second representative then stayed with us on the phone while she tried again to get a hold of someone to get a new code. This was another call that lasted 20 mins. I asked for compensation for the inconvenience and she provided a $5 refund, which is nothing for everything that went down. Because we had to wait on the phone for both calls, we missed time for that day for our vacation plans. The refund Im requesting is for all the inconveniences and time wasted that was supposed to be used for our vacation plans. In addition, I attached photos of what looks to be black mold in the shower of unit 2 as this can be unsafe and in times of COVID, this is not right and would expect better cleaning protocols as stated on Sonders website. Also, there needs to be better building management response.”