Sonder — Atelier

I recently rented a two bedroom unit for a trip with my family. The room is a nice modern decor and spacious, which was great. However, we had several issues with our stay that Sonder did not handle well. 1.It was summer during our stay and the air conditioner went out in our unit. When staff arrived to fix it, it was clear from their conversation with the support person on the phone that this air conditioner had repeatedly had problems. In other words, during a particularly hot week in Denver they put us in a room where there was a high risk of the unit failing. It took several hours to figure out that the unit couldn't be fixed and to get a new room. Unfortunately the only thing available was a smaller room that was cooler, but whose air-conditioning unit was also struggling to keep up with the heat. The staff promised we'd be compensated. I received a statement from sender showing we would be charged for the lower cost room we were put in. However, Weeks passed and I did not receive a refund. When I contacted them multiple times about this, they offered to give a $150 refund "for the inconvenience". This was not even the full price difference in the rooms, let alone a compensation for the inconvenience. 2. The room had exposed nails holding the carpeting in at the threshold between one of the bedrooms and bathrooms. Again, something visible that could have been taken care of by the staff. 3. The listing advertised that there was no free or paid street parking and only one spot on the property included. However, the listing said paid off street parking was available. I booked it with that understanding since our family was meeting from different destinations and had two cars. When I tried to find and book the paid parking before our stay, I couldn't' find it, so contacted Sonder about how to access it (thinking maybe it was a private arrangement they had). After a lengthy discussion with them, they acknowledged that there was no such parking available. I asked if we could get a second spot in the building's parking lot due to this inaccuracy. They said no, and that if we parked a second car there we would be towed. Sonder offered a small refund so that we could park in another neighborhood and pay for an uber between the hotel and the car. I was frustrated with this answer, but it was too late to cancel the booking, so we proceeded with our stay. It turned out that the parking lot in the building was almost empty when we arrived, but we were unable to park our second car there because we were afraid to the threats of "nightly towing" that Sonder indicated. As of this writing, they have still not updated their website and the other issues that occurred, I think other guests should be warned. Who knows if other listings have inaccurate information that has been reported by guests and not updated.

We’ve been coming to Denver for about 4 or5 years now and we stay here for several weeks or time off to a month we do DoorDash. I’ve stayed in a lot of places and this is one of the nicest ones we stayed at we really were comfortable. The TV was good. The view was great, the people were nice and the accommodations. were excellent. Be back if we can afford it. Great location, great neighborhood, tried to book again but no affordable available apts! We are in our 60s and felt right at home!