Upon checking into our unit I noticed that there were several areas that had not been properly cleaned, leaving sticky residue on countertops and bedside tables.
Further scrutiny revealed that the wall near the toilets had what appeared to be fecal matter splattered in areas.
I promptly messaged Sonder about this and included photos. Their response was that this fell significantly below their expectations and immediately refunded a $90 cleaning fee in addition to offering to relocate my family. Solid response, bonus points for that.
Prior to accepting relocation, I requested the right to inspect the next unit which was eventually approved after having to repeat my request to each of the 4 individuals who messaged me in sequence...
The inspection turned up similar issues regarding cleanliness, proving to me that their expectations need to be raised and there needs to be a post-cleaner inspection to maintain this higher standard of cleanliness.
We were able to also get a cleaning lady to stop by our current unit to spot-clean the areas requiring additional attention.
If the unit had been properly cleaned prior to our arrival I would be giving them a 5 star review. but with two dirty units in a row, I will be avoiding Sonder in the future.