4/10 Poor
Sara, Ithaca
Business traveler
10 Jum. II, 2024
Liked: Cleanliness, amenities, property conditions & facilities
I was traveling for work, and this was my first stay at a Sonder. Check in goes smoothly. The place is clean and looks like the pictures. It is a studio apartment with almost everything in a single room, but they have made some smart design choices fitting a large kitchen, full fridge, dishwasher, and laundry machine into the space.
I wake up to find no hot water in the building. I get a text that a plumber is coming. Great! This will be resolved quickly (spoiler 1 – no it won’t). That evening I get a text saying that they need a part to finish repairs but “hope to have it first thing tomorrow morning”. They promise updates and provide a contact number for questions.
Day 2 – no hot water.
Day 3 – no hot water. I’ve had no updates since PM day 1. I text the provided contact number and wait hours - no response. Next I text the corporate number. Quickly they promise to relocate me to another building and to comp me for the days without hot water (spoiler 2 – I never get a refund). Perfect! I’m out working so we agree to check back in that afternoon to process the relocation. Afternoon arrives, I text only to find that now they have no idea what I’m talking about. I wait over an hour for them to do the thing we agreed on five hours earlier.
I move into building 2, my door code stops working, and the a/c and laundry machine in this unit are broken – but it does have hot water!
5/5 stars when there are no problems, but 1/5 if issues arise due to poor communication.
Sara
Stayed 5 nights in May 2024