From the start, I messaged them to double check that I had completed every step of the booking process for my trip. No reply.
3 days before my trip, I received an email with the building address, entry code, room number, and room entry code. We got there around 2030 Sunday night, went to the room, and couldn't get in. I tried the code several times, called the other people in our party to see if they locked it or if they knew what was going on. they hadn't arrived yet. I double checked my email and verified I was at the correct room and using the correct code. Still didn't work. Got on the app to see what I could figure out. The app had a different room number and code from my email. I went to the other room and was able to get in.
Once we got in, we put our bags down and checked the place out. In the first half hour, we found ants on a bedroom floor. ants on the window sill, toilet paper in the toilet, toiletries in a ziploc bag, hair and crumbs on the couch, dog hair on the floor, hair shavings in the bath tub, ants in another room, hand prints on the fridge, food on the microwave, and 2 insurance cards from one of the previous renters.
The place had clearly not been cleaned.
I immediately tried to file a complaint through Sonder on their app. Made it through the process, then after clicking submit, the app said it had a problem and to try later. Same thing happened later.
I decided to contact air bnb instead of the host, Sonder. I went back and forth with a couple different foreign women with broken English for 4.5 hours. They eventually quit replying in the chat and wouldn't call me back like I requested.
We packed up our things, got our 2 toddlers and the eight year old ready a little after midnight and left Nashville to go home since the wouldn't respond.
Our vacation got cut short and we deprived our children of sleep all because Sonder didn't make sure their unit was clean and Air BNB's customer service dropped the ball.
0/10 Would not recommend.