Sonder at East Eleventh

Disappointing
Traveller Type: group
  : the location and the contactless check in is great if you get the room you paid for.
  : This was my birthday trip, i booked a one bedroom apartment with a balcony. about a week before my trip they switched my room which you can see when you download their app. i contacted them 3, yes 3 times to confirm i had a balcony because the room in the picture didn’t. i was lied to THREE TIMES. all by different employees. Then when i tried reporting this when i arrived to no balcony after i was told i had one 3 times, i contacted them via chat on their app and was hung up on twice. The way they “fixed” this was by giving me a refund which ended up being the cost of a room without a balcony which should’ve been done anyway. I tried to contact them after to speak to someone about their employees lying and I’ve been ignored continuously. honestly this would’ve been a perfect place had i got the room i paid for, not been lied to and had the room been cleaned properly. The light switches, floors and walls were filthy. I travel to Austin multiple times a year and had they just treated me with respect and had some integrity i probably would’ve tried again. DO NOT RECOMMEND i attached a picture of the “balcony” which they admit isn’t one m…it’s a sliding glass door. While a balcony is not the end of the world, lying to someone multiple times then to ignore them after the fact? unprofessional and poor customer service.

Fair
Traveller Type: group
  : Its a nice apartment
  : to get to the lock box requires you to walk through the vehicle access gate and up the access ramp; this is an unsafe practice and should not be permitted. Whilst the residents were very helpful this is unnecessary risk to place on travelers

Pleasant
Traveller Type: review category business travellers
  : Room was spacial, clean.
  : They charged me $70-80 cleaning charge additionally that was not mentioned when I booked it. It was not convincing to me cause the charge shall be part of room rent or at least specify in beginning.