Sonder 907 Main

I haven't gone to the hotel yet, but it's been a NIGHTMARE dealing with Sonder to change the dates of my reservation. They are in the middle of a switchover to Marriott because they were bought by them so the customer service right now is a nightmarish mess. I was on hold on the phone for over four hours trying to get through to a human-- I eventually gave up. I kept trying on other days and managed finally to reach a human after more holding. She said that instead of changing dates, given the computer issues with the switchover, it would be easier to cancel the original reservation and gave me credits to use at a later date; the problem though was that I had to call in to make the reservation with credits (I couldn't book it online). So I called again--more waiting on hold. I was finally able to reach someone and booked the new date using my credits. But today I learned that Marriott/Sonder had also charged my credit card!! So I have been charged twice for a room I have not even gone to. I had even waited on line with the last customer service agent to make sure that I would be charged only with my Sonder credits; she had told me that the switchover in computer systems had been a nightmare in which many customers were being charged twice. So here I am on hold YET AGAIN waiting for a Sonder/Marriott customer service person overseas to sort this mess out for me.I have literally wasted days of my life dealing with this reservation. I would never stay at a Sonder ever again!!

Absolutely the worst hotel experience I’ve ever had. We were locked out of the building late at night with no staff on-site and only managed to get in by luck when someone else was leaving. Once inside we found ourself locked out of our room. No one was available to help, and the phone support was barely useful. We spent nearly an hour in the hallway trying random codes and searching for a “hidden key” by an ice cream machine, until we were eventually reassigned a new room — whose code also didn’t work at first. We finally got in at 2 a.m. after a long and exhausting ordeal, despite needing to work early the next day. The explanation? A vague “lock system outage.” The resolution? A $50 voucher for our next stay at Sonders usable within a year we were promised (which honestly felt like a joke) but never received — and our follow-up was ignored entirely. This level of disorganization, lack of accountability, and poor customer service is completely unacceptable. I would never stay with Sonder again.