Sonder Henri on 24

Longtime Sonder guest—this experience was inexcusable. I regularly use Sonder when traveling—especially in Chicago—and have never had an issue. But my stay at Sonder | The Henri on 24 in Chelsea (NYC) was deeply disappointing and genuinely unsafe. I woke at 4:30 AM to find the entire floor of my room wet. Not damp. Wet. There was no leak from above or appliances—just condensation across every inch of flooring, enough to soak through socks and pose a serious slip hazard. I contacted Sonder through their app. The response: “I reached out to onsite security to see if they can provide towels. I just checked the property and unfortunately there isn’t anyone on site until 7am nor are there any other rooms available.” No escalation. No alternative. No human contact until morning. And let’s be clear—this is not a sudden, one-time problem. Condensation like this doesn’t form out of nowhere. The room was set to 68°F when I arrived, clearly to suppress a known humidity issue. When I adjusted it to a normal 73°F, moisture appeared almost immediately. Turning it back to 68°F slowed it—but that’s not a solution. That’s a cover-up. This isn’t just about discomfort—it’s about health, safety, and basic accountability. Sonder’s tech-based model offers no real-time support when something goes wrong. In this case, I was left alone in a flooded room with no help for hours. I’ve trusted Sonder for years. But this experience was inexcusable—and needs to be addressed at the operational level.

I am deeply disappointed with my recent stay at your property. I had expected a comfortable and professional experience, but unfortunately, what I encountered fell far short of even basic hospitality standards. The room itself was small and poorly appointed. There was no dresser or appropriate space to store clothes, which made an extended stay highly inconvenient. More troubling was the overall cleanliness: the room had clearly not been swept or vacuumed prior to our arrival. The bathroom sink was clogged and drained so slowly it was barely usable. There were also several issues that impacted safety and comfort. Most concerning, the room had no telephone. In case of an emergency, there was no direct way to contact the front desk or emergency services. Additionally, we were unable to access local news on the television—it continually prompted us to sign in to Roku, which we found frustrating and unnecessarily complicated. The cleaning staff left used bedding and towels piled in the stairwell, which was not only unsightly but unhygienic. They also spoke no English, which made even simple communication very difficult. The beds were extremely soft and offered no support, which was physically uncomfortable and detrimental to my back. Adding to our frustration, all locks are electronic, and no physical key provided. This made entering and exiting unnecessarily difficult, especially when technology didn’t cooperate. On top of all this, garbage was left sitting in front of the hotel entrance—unsightly and completely unacceptable. The air conditioning system shut off overnight, making the room stuffy and uncomfortable during sleep. We made several attempts to contact the hotel by email and social media. not one response If you don't mind a Hostel, this may be your place but i would avoid it like the plague. Overall, I give this property and its operations a poor grade.

Saying the photos online misrepresent the actual hotel is a gross understatement. This hotel was one of the dirtiest I've ever been in—if not the dirtiest. Stains all over the bathroom floor. Hair everywhere. Dust everywhere. It took them until day 3 to properly clean my room. They came back on day 2 to re-clean after I told them the floors were disgusting and nothing was dusted. After that cleaning, the floors were untouched and nothing was dusted. Finally, they cleaned on the third day and paid attention to the floors and dusting, but that is wildly unacceptable. I’d also like to mention that I called after the first additional cleaning, but they’d gone home for the night, and there was no room available for me to move to. Unacceptable. I will say, the staff was so incredibly nice, but cleanliness is number 1 for me when staying in a hotel, and that is such a basic need. Fast forward to now, I was told I could get a partial refund, and I have been ghosted by the hotel. I have reached out at least ten times, and get "we will get back with you soon" as a response. I ended up doing a chargeback on my credit card.

Sonder Henri is in a great location and is close to a subway stop which makes it easy to get around the city. Our room was on the second floor but was extremely quiet at night and we slept well. The room was small and basic but this was expected. The air con unit was noisy in the room but it was our choice to have this on so it was not an issue. Check in via the app was straightforward and we had no issues accessing the room via the app as our key. We didn’t interact with any of the staff other than on our last day for support with an issue we had at check out. The receptionist was not overly helpful which led me to need to reach out to customer service for further support - this was the only negative from our stay. We would stay here again.

Do not take a room on 17th floor. Loud private parties and bar on 18th floor. No management on premises after 11pm to deal with noise orcany issues. No chance for a good night's sleep! Awful experience. Good luck with this hotel. Not worth the low prices.

We picked this hotel for the location and wow was it a great choice! I had no knowledge of Sonder prior to this trip and will be staying at the other properties whenever I can. The room was spacious, everything was extremely clean, and I loved how quiet it was. The only noise we had was 1-2 nights there may have been an event (or maybe the rooftop bar was just open for normal hours) but it was that loud and we were 2 floors below it. The staff in the lobby was always greeting us as we entered and left throughout the day and the secure as friendly too! We didn’t have any issues and when we asked for extra towels they brought them up right away. The little cabinet in the lobby with things you may need through your stay (toilet paper, soap, coffee pods, etc) was really helpful along with the water refill station!