6/10 Okay
Heidi
Traveled with group
Aug 2, 2025
Liked: Cleanliness, amenities, property conditions & facilities
Looks great on paper, but the service was a major letdown
The location was fantastic — close to shops, subway, and attractions — and the room itself was spacious, modern, and well-equipped with a kitchenette and laundry.
Unfortunately, the service didn’t live up to expectations. The Sonder app, which is supposed to offer 24/7 support, was anything but — I often waited 12+ hours for responses and had to follow up multiple times. The worst issue came when housekeeping locked my AC during a 35°C day. The App support refused to move us to another room or help meaningfully in any way. We ended up fixing it ourselves by throwing the breaker. When we should have been out enjoying ourselves, instead we were fixing a problem ourselves, that should not have occurred in the first place. Staff the next morning gave excuses and shifted blame, insinuating we had done something to lock the AC. No solutions were offered, no apologies uttered and no efforts made to make up for the inconvenience we experienced.
Sonder has potential, but poor service and lack of accountability ruined what should’ve been a great stay. I won’t be booking with them again.
Heidi
Stayed 8 nights in Jul 2025