Sonder Georgetown C&O

Great ambience, security tight, friendly staff

This is the second Sonder I stayed at and it definitely missed the mark. The room is pleasant enough and good location, but the room smells like stale cigarette smoke and the towels are like thin sandpaper. The biggest problem is that Sonder/Marriott are so skimping soooo much on customer service that it's very difficult to reach anyone. There is only one person at the front desk who is more often than not pulled away so that means there's no one at the front desk. The app had no info about how to access the off site fitness center, which means wasting time trying to chat through the app, not getting an answer then waiting on hold for for 15 minutes to find out where it is. Same with anything else, like where is the water bottle filling station. The Sonder model is to put all the information in the app and then provide customer service through not all the information is there and the chat and phone service is non-responsive.

Excellent

The app is clearly a problem at times for entry. You have to remember to load it before getting onto the floor because cell service/wifi can be spotty in the halls. I had to use the code several times to get in. The key pad is not that good either and will sometimes not respond to pushing a number....especially the zero key which was the first number in our code. Would be good to advise people that the two front doors are unlocked from 8am to 8pm. We struggled with the code and app without realizing that the door was unlocked when we went to check in. Learned later about the 8 to 8 hours. We saw other new arrivals struggling with the doors and told them about the situation. Otherwise the "self service" model for the property works well...including the luggage lockers which were a pleasant surprise. Not sure we were told about those before checking in.