When uploading my ID for verification, the AI system was unable to recognize my ID. I spent two hours with customer service both on the phone and in the chat, and was finally told this was resolved. However, I did not receive my check in instructions three days prior to my visit, and was told this was because I did not have a verified ID. I then spent another two hours with customer service. And they were finally able to verify my ID from the back end. Needless to say this was very frustrating, especially because of the strict cancellation policy. Because of this, I felt I must have my ID verified, because I would not be able to stay in the room I paid for otherwise.
Additionally, I reserved parking in the attached ramp for the duration of my my stay for $52. We left for dinner after checking in, and when we returned the QR code no longer worked for the ramp. The number to call was not staffed at the time, and the only other option for assistance was an email. We took an additional ticket hoping we could get it resolved during our stay, but we were unable to. When leaving, I again had to pay $52 for parking with the new ticket.
The room itself was as expected. Quaint and cute and had all the necessities. However, the cleanliness lacked a bit, as there were hairs on the bathroom sink.
Overall, this stay was very frustrating. Customer service tried to be helpful, but did not have the knowledge to fully solve these problems. I will not be staying at another Sonder property again.