We checked in during the recent freeze in Austin. The heat wasn't working for two nights. Two days of back and forth with Sonder to get the issue resolved.. and it wasn't resolved to my satisfaction. The first 2 nights the AC blew only cold air, despite someone coming into fix it (when I asked what they'd done and when they'd come in, no one could tell me which makes me suspect they didn't do anything at all). When I contacted Sonder the 2nd night, they told me about a portable heater in the kitchen which I could use in the interim. When I explained it was a 2 bedroom apartment and we would need 2 heaters, they seemed stumped about that. They offered a code to a "nearby" apartment to go in and retrieve the heater from the "empty" apartment. Even though it was empty we were not able to stay in that apartment for the night, but could go to one 17miles away, but only for one night. We declined the offer to move. Given that it is Texas I also declined the offer to enter a so-called empty apartment and requested they go and bring me a new heater from the store. They did bring a heater that night at almost midnight which was really not fun to wait around in the cold for someone with an unknown ETA. The next day (day 3) I had to prompt them to get someone out to fix the heat... they confirmed at 1pm that the issue was fixed. We returned home at 9pm to an tropical apartment. The vents were finally blowing hot air, but the system was not recognizing that the temperature was reached and continued to blow hot air (I had the system on "auto" so it should recognize when its at the requested temperature). Despite turning the thermostat down to 65F, it continued to blow 90F + air through the night until I finally gave up and turned it off. The next day (day 4) the outside temperature had risen above 53F (which was also the inside temp of the apartment the first 2 days just FYI) so I gave up with trying to get anything solved. I went to Austin for a scientific conference and spent 2 days trying to sort out a heating issue in the apartment so didn't really learn much. After contacting Airbnb, they made Sonder refund 50% of the first 2 nights fee (inadequate compensation in my opinion). Given that the premise of Airbnb is renting out other people's homes and not corporate entities renting out their numerous apartments, having Sonder on here when you can also book them on booking.com and through Sonder's website goes against the premise of Airbnb and I will never stay in a Sonder again. Also, there was mold on the shower curtain but I didn't take a picture because I was more concerned with getting them to fix the heat. One star.