4/10 Poor
Verified traveler
Business traveler
Jan 10, 2024
Disappointing Customer Service at Sonder
I recently stayed at Sonder The Slate and can only give it a 1-star review. The overall stay was just okay and definitely not worth the price due to their abhorrent customer service.
Upon arrival, my booked loft room wasn't available, and they moved me to a basic room. I contacted support through the chat function on their app. When I explained, this was not the room that I booked and would like to be put in the room I booked, she stated she wasn't able to do that. When I then asked to be compensated for the price difference, the agent insisted that they were the same price, so they wouldn't have provide me with any refund.
I had to prove otherwise with receipts, as I had booked a coworker into one of their regular room for the same days. Only then did she change her tune and admit their was a price difference but refused to reimburse me because she said, and I quote "it wasn’t that much of a difference."
Frustrated, I requested to cancel and get a refund to find another place to stay, to which she said no, I had to stay in that room.
Eventually, I called customer service and spoke to a nice gentleman on the phone, and thankfully, the new agent immediately apologized and agreed to fully reimburse me due to their error and the unavailability of the loft room I originally booked.
While the stay was manageable, the initial customer service experience left a horrible taste. I won't be returning, nor will I book my colleagues or recommend this place to anyone in the future
Verified traveler
Stayed 2 nights in Jan 2024