My boyfriend and I stayed at this Sonder location from May 27 to 29, and unfortunately, it turned out to be one of the most frustrating hotel experiences we’ve had.
The first room we were given looked nothing like the photos online or other Sonder rooms we’ve stayed in before. It was small, felt dirty, and even had a random pillar in the middle of the room. Thankfully, the front desk staff were friendly and helpful. They were the one positive part of this stay and moved us to a better room.
We also had ongoing issues getting our room door to open properly, which became a frustrating inconvenience during the trip.
The biggest issue, though, was the billing. At checkout, the front desk only showed a charge for incidentals and told us it would return to my account in 1 to 3 days. A few days later, another significant charge appeared on top of that, which is when I called customer service.
The first representative I spoke with tried to blame it on Expedia and seemed to brush it off, but she later called back, apologized, and admitted it was an error on Sonder’s end for both charges. I was then told the refund would process in 1 to 2 business days. That didn’t happen. I called again, and the next representative told me it could take 7 to 10 days, which is completely unacceptable given the circumstances.
Between the misleading room, door access problems, and the poor communication and handling of a major billing error, I left feeling disappointed and frustrated.
