This was the worst experience I've ever had. First off, our unit's AC was broken. We then had to move to a new unit across the courtyard. There, the tv didn't work. Sonder could not fix this issue, and the customer service was the worst I've ever dealt with. No one could find a solution, then multiple representatives just disconnected my call after spending much time on the phone with them (3 hours total....on vacation). We told the representative that we couldn't stay in an apartment with no TV and wanted a refund. We then left to get a hotel, with AC and TV and excellent customer service. Both Sonder and Airbnb are trying to not refund us the money. WE DIDN'T EVEN STAY IN THE UNIT. For the last several days I've spent countless hours on the phone with the "Resolution Department" speaking with different reps, Lemmard, Rachel, Hannah, Ashley, and Roquel. And every one of them doesn't care about the customer. I know this because they are trying to make me pay $900 and we never even stayed there!!! They don't care about how majorly inconvenient this whole ordeal has been. They lie and say they are going to call back, but never do, then I have to call up there over and over again to try to get in contact with the person working our case. The lack of integrity and customer care is absolutely disgusting and I, moving forward, will no longer use Sonder or Airbnb. Prior, I was a regular customer of Airbnb.
Good riddance forever, Airbnb. You have been an extreme disappointment.