Commerce

WARNING! This property is touch-less meaning there is no one on site to assist with check in or check out. You get your key from a lock box on a table in the lobby despite them offering early check-in for a charge. I waited in the lobby for 2 hours before I could check in. Also, you have to walk down a flight of stairs (with your luggage) and through the parking garage in order to get to the bank of elevators they allow you to use. They will not allow you to use the elevator in the front lobby since it’s reserved for staff. The actual room was as advertised though there were no hooks in the bathroom for hanging bathrobes or full length mirror and too few hangers in the closet.

Stayed at this Sonder for four months. The Statler is a super cool building and a great downtown location. I was "upgraded" from a studio to an accessible one-bedroom which was nice at first... while it was overall comfortable it was not well maintained. Check-in was easy and finding my way around wasn't nearly as hard for me as others have complained. Navigating through the garage wasn't labyrinthine for me at all. Their on-prem staff was always very nice and very helpful. The bathroom faucet handles were loose and I had to make umpteen requests to eventually get them replaced. The bedroom lacked a curtain and the ceiling fan never worked. The electrical outlets in the kitchen had a short in them which constantly caused the circuit breaker to trip; eventually, most of them wouldn't work at all. All of these problems were reported to Sonder and were never fixed, even after multiple reports and endless follow-up which I almost always had to initiate. Sonder's support team often had a hard time keeping track of the myriad of maintenance issues I had and often thought issues were resolved when they were anything but. Also the elevator to the main lobby was broken more than it worked; this made it very inconvenient to get deliveries. This is really more the fault of the Statler than Sonder, which of course Sonder was quick to point out. (It's not much of a surprise that Sonder is pulling out of the Statler in September 2024.) In fact, several Statler problems weren't very well handled by Sonder, like the occasional day-long AC outage or even one night when the entire building was without power. Sonder seemed to not have very good relations with the Statler building people as notifications to Sonder guests were almost always at the last minute or after the fact. Although Sonder was very up front about this, I still don't understand why I couldn't get packages delivered to the building. The Statler staff was adamant that we couldn't get packages delivered because this was what Sonder demanded. Finally, their billing system had a major issue when they decided to pull out of the Statler building which required hours of my time to resolve--I eventually had to speak to a manager as their offshore live support team was clueless as to how to resolve and kept (incorrectly) blaming my bank. In the end I opted to cut my eight-month stay short as I had grown exhausted by the growing number of issues.

Last night I was locked out of my room and sitting on the floor in the hallway for 2 hours. The code that I had been using for nearly two weeks stopped working. I was on the phone with Sonders and texting with them while they tried to reach the manager on duty. The manager never answered their phone. I was disconnected from Sonders several times and I just kept calling them back. They tried to put me in another room for the night which I refused because my medicine and all my things were in the room. I asked why they couldn’t fix the issue remotely and they had no answer. They also had no explanation for why it happened in the first place. The management at this Sonders is non existent. I have a broken shower, a broken handle on the door to the bedroom and a broken towel rack. All of these things were supposed to be fixed but no one has come to fix them. The elevators are a whole other issue. Just know that you won’t be able to use the ones that go to the Statler Hotel. Just wanted you to know.

Besides the non-working WiFi as in many other reviews, the super bright blinking light from the smoke detectors right above the bed, and few things broken in the apartment, including the shower head holder, which were all reported on day 1 and promised to be fixed and never did (today is day 11 of the stay), the final stroke came today. I left the apartment a few days ago, but my wife is staying for a few more days. She just got back to her room and the access code didn't work. It's almost midnight and she's been on the phone with customer service for over an hour. Meaning, several calls since some CS reps actually hung up on her. They can't find a person to come up and unlock the room door, because Sonder doesn't keep any team members on site 24/7. She's been down to the Statler's front desk (since Sonder doesn't keep a person onsite), the security team, the residence side security team and nobody can help her. Best they can offer is access to a different room for the night, but nobody can unlock a room door. Customer service on the phone and chat hung up on her a couple of times with no solution whatsoever. She's got time-sensitive medicine in the apartment, along with all her belongings, and seems like she'll be stranded for the night. We travel half of the year, every year, since forever. We've been all over the world and have never in our lives encountered a situation like this. How is it possible that nobody in the building can unlock a door???? This is our second time at a Sonder (the other was Philly) and suffice to say we'll never be coming back.

I don't understand where all the bad reviews came from. Let's demystified those reviews. Our trip was in between 2023-12-30 & 2024-01-03. (4 nights) For the check-in, the Sonder employee was easy to locate. We went in the Statler hotel and the Sonder table was on the right. After the ID verification and stuff, he bring us around the property to show where to take the elevator and explain how the key work. He was very polite and professional. We had à 2 bedroom apartment (unit #1120). The beds were comfortable and we had in each bedroom our bathroom. The bathroom were clean. The kitchen is pretty recent. The cooking material could be in better shape (cooking tray with rust and scratches and dirty utensils), but in general it was in a good shape. The unit had some soft furnitures like the sink, towel holder, toilet paper holder and the curtains pole. But that was not impacting our stay that much. We had a problem with the toaster. He wasn't working. We wrote to the Sonder app and in 30 minutes, the problem was solved. A Sonder employee came to our apartment and bring us a new toaster. We had access to live television unlike some other people can say in the reviews. Also, the wifi was working perfectly. No problem on this side. The only big issue we had to deal with was the building smell. I want to clarify, the unit hitself had NO BAD ODORS. The bad smell we're located in the elevator and in the corridors. The location was perfect. It's located in downtown Dallas and everything is close enough to walk. Honestly, I would go back there anytime. You should consider this place as a good option. Don't put your expectations too high and you will be pleasantly surprised.

I had a friend recommend this place to us, and I was so excited to stay. Upon arrival, the instructions seemed very straightforward. Unfortunately, when we made it through the maze to get to our room, we realized that the room itself was falsely advertised. We booked the 2 bedroom that had a king-sized bed and two queens. The other option was two queens and a pull out. Our room included one king sized bed, one queen, and a pull out. The pull out was not specified in the description or when I called to confirm the room. We also had an ADA accommodation room, which would have been fine, but there were holes above the windows where curtains once were, and other miscellaneous issues that would make things rather inconvenient for somebody with disabilities. Basic necessities were also missing from our room - things like hand and dish soap, and a trashcan from one of the bathrooms. One of the bathrooms had a faucet that was loose, and the base could be turned in a way you could tell it was not secured. A different bathroom had no mirror, but a weird reflective surface instead, and had rust stains on the towel rail. (Some of this was remedied, but basic necessities like a trashcan and hand soap should have been there in the first place.) The office nook that I personally was excited to have so I could do some work during my trip had no natural light and no overhead light or lamp in it. It was impossible to get work done in a designated area that had a work desk because there was zero light available there. Normally I'm fairly nonchalant about elevators, but we also seemed to only be given access to one elevator, and we shared it workers at the hotel (we support our workers, but we felt we were trespassing because it was quite literally a service elevator). It often took up to 5 minutes for the single elevator to become available for us to use - not great when carrying heavy things. Gym instructions were given and fairly useless. People affiliated with the hotel were needed in order to find it because the instructions were not accurate whatsoever. At first I felt this was a 3 star stay because it fit the basic needs of the trip - enough beds and decent location to where we needed to be. However, upon examination, it really seemed to have a somewhat basic facade with hidden issues all around. The space of the room was lovely and was spacious enough for 5 people, and multiple bathrooms meant it was easy to take turns, but beyond that, it was fairly disappointing. I'm not sure we are inclined to return to Sonder at Commerce next time we visit Dallas. (We go 2x-3x a year and have been looking for a decent place to stay at for the last 3 years).