Before I mention the concerns I have specifically with Sonder as the host, here are some notes to consider before booking this property:
1.) The location is convenient to everything! We loved how close we were to what we needed in the Downtown area.
2.) The unit is quite large, and it was clean.
3.) There is a strange bar over the keypad at the front door which makes it difficult to type in the unlock code so I can see why some people complained that they got the code wrong. I never had an issue though.
4.) Besides the final time we had to request our car, I found the valet to be an overall added bonus to booking here.
5.) Yes; there is an odor inside the building, but it isn't gross or anything. Just smells like you're in an industrial building (which is what I would assume the aesthetic appeal is for Butlers Brothers building).
6.) Everyone in the building is pretty nice.
7.) Yes; there are homeless people around the park and public library, but we were never harassed or asked for money from our walk to and from the parking garage. As a matter of fact, the only people I saw were people who I assume live there smoking outside.
Overall, we had a decent stay, but there were several issues that made us less likely to rebook with Sonder in the future which were all related to Sonder as an Airbnb host:
1.) App not working properly: We had to complete the pre-check in process of validating our identity three (3) times before it was officially accepted through the Sonder website/app. Additionally, if I hadn't checked the app for check-in details before they were promised (72 hours in advance) I would not have known my check-in process hadn't gone through. It would have been nice to have received an update from Sonder that my driver's license details hadn't gone through less than 24 hours before my scheduled check-in details were supposed to be sent to me. Also, the chat feature on the app was not working so I had to call in. They told me they knew of the problem when I called.
2.) Delayed and/or conflicting responses from Customer Service Team: When I initially called into Customer Service because the chat feature on the app wasn't working, the person helping me did a good job. However, when I called back to ask another question, the second person had no idea of the last call's resolution so they were asking me to do the driver's license check AGAIN. I read them the confirmation email and explained that I had already completed this (three times) before they put me on hold to confirm with their supervisor. Then, and only then, did they believe me which I assumed means their system doesn't update with resolutions in real time. Also, when we arrived at the Sonder, there was a door alarm that was going off in the hallway. We called Sonder and tried to use the chat feature to get some kind of update on when that would be turned off. I am assuming that these features (calling into Sonder and using the chat) are not connected because I received several conflicting follow-up calls and emails from the Sonder team throughout my stay about how it was being handled. Two emails even read as if a complaint was made against ME that I was too loud in our unit. When I called about it, the Customer Service person said that it was an automated message and to ignore it, but I explained to them the automated message sounded as if I was going to have my deposit held for being too loud which shouldn't have been sent to me anyway if I was the one submitting the complaint. Also, I received another call about the noise over 24 hours after I had moved on from the issue at 5:34 AM! Additionally, I received an email at around 1 AM the morning we were checking out informing me that the noise sensor in our unit had been unplugged (which never happened) so I emailed back with a picture of the sensor and told them to explain to me why I got that email. The email back had nothing to do with the first email and it told me I shouldn't have known where the sensor even was in the unit (which was located on a blank wall so how could I miss it). Overall, the lack of efficiency in the Customer Service department mixed with the confusing, and sometimes negative, communication I got back from Sonder (when I hadn't done anything wrong) left a bad taste in my mouth. I have never had to communicate with an Airbnb host THIS MUCH during a trip.
I did receive an email that I would get an $80 refund for the noise complaint, but I am awaiting that to process. Also, when you call Sonder, the representatives are nice, but they just seem confused and give placating phrases about how they apologize for making the stay difficult.
I went back and forth as to whether or not I wanted to even write this as I generally don't like to complain (everyone is doing their best these days), but I appreciated how honest others in the comments have been about this particular listing. I'm hoping my transparency can be helpful for someone else, too. It's not like it was the worst experience of my life, but it was annoying, time consuming, and very confusing.
In short, the property has common issues that all Downtown properties have, but it was nice. Sonder, however, was a disorganized pain.