더 앳리(Sonder the Atlee)

The company’s no contact method is great, and even though we faced some issues with our rooms being changed at the last minute, Isaiah Castellar went above and beyond to make us happy. He gave us a clear explanation of what happened and suggested some nice places to eat and have fun during our business trip. Isaiah didn’t make any excuses, he was honest and helpful. He is an asset to Sonder and we will book with them again because of him.

I had a rather disappointing experience during my recent stay at a Sonder apartment, and I feel compelled to share the details with fellow travelers. My husband and I were excited to stay in a Sonder apartment, but our enthusiasm quickly waned when we discovered our bed was infested with ants. The morning after our first night, we woke up covered in itchy ant bites, and noted them crawling throughout the sheets - which was far from the comfortable experience we had anticipated. We immediately reached out to Sonder at 9am, providing them (per their request) with numerous pictures to substantiate both the ant infestation and our discomfort. I also mentioned my pregnancy, hoping they would consider the implications of any chemical treatments. I was told I would be kept posted regarding the situation. Unfortunately, throughout the day, we received no updates on the situation. By 4pm, I had to inquire about the progress, only to be told that a singular ant trap had been placed as a solution. I inquired about changing the sheets, a seemingly reasonable request, but was informed that they couldn't provide housekeeping to do so, offering only laundry detergent for us to do the job ourselves. When I asked about changing rooms or switching to a small studio apartment, we were met with an additional charge of $95, which I found unjustifiable given the circumstances. Their response was that "ant baits are the standard treatment we provide." After substantial pushback, they eventually conceded to provide us with a new room at no additional cost, stating “I understand you are in a more delicate situation given your pregnancy.” We expressed to Sonder this gesture was much appreciated, and we communicated that we planned to switch our luggage when we returned from dinner. Upon our return around 7:30pm, we encountered yet another obstacle. We couldn't access our old room, where our belongings were stored. This required a time-consuming process of retrieving a hard key from a lockbox in the basement, as opposed to a key combo. To our dismay, the ant issue hadn't been fully resolved in the old room where they were trying to get us to sleep another night. Ants were still visible on the bed, and the single ant trap placed on the floor was considered the solution according to Sonder. All in all, this experience was far from the high-quality service and comfort we expected from Sonder. The handling of the ant infestation and the inconveniences we faced, especially as a pregnant guest, left much to be desired. I hope Sonder takes this feedback into consideration to improve their service for future guests. My husband and I will not be staying in another Sonder rental.