Sonder the Opal

We were delighted with the location, the size of the apartment, comfortable bed and quality linen. We would stay again. However the access code to our apartment did not work, so we were locked out on arrival. We were 18 hours travelling at that point. After contacting SONDER thru the app, we were issued with a new code. We witnessed three other guests on our floor having a similar problem. This issue must be addressed. In addition we had no WiFi access at apt 505. We were told to dial into 504 or 506. Both above issues are technical matters. We stayed for a week. Additional towels etc were delivered on request. Shower gel dispenser broken & unavailable.

I booked and paid in full for an apartment in April, today Sonder have cancelled it, less than a week before I arrive. They claim the apartment is unavailable, yet it's available on their website (along with other similar options). They've offered no alternatives, despite having this and numerous properties in Chicago. I asked why it's not available and they couldn't supply a reason. Interesting to see that the previous three reviews had the same problem with them! Really, really poor.

Would give a zero if possible. We reserved 1 year ago to use as base for our wedding nearby. THEY CANCELLED OUR RESERVATION 36HOURS PRIOR TO CHECK IN via a brief, no explanatory text. After 3 hrs on the phone being transferred from person to person, and 20 min holds between, no resolution at all. They did finally admit that their”systems error” was that they doublebook and give to people who were staying longer to make more money. We were left scrambling for a place for the groom and groomsmen to stay and had to rearrange dozens of things. They didn’t care at all and didn’t offer any solutions or compensation at all. NEVER RENT FROM SONDER!

Loved everything! Location, cleanliness, unit we rented, communication with Sonders. They have thought of everything, toiletries, laundry detergent, dishwasher detergent, garbage bags, coffee, tea…. Bed linens and towels were crispy white, beds comfortable. Questions answered promptly. Check in and out very easy and well explained.

The rooms are always so clean. It’s quiet. There’s no hassle with check in. They have everything you need in the room. The washer and dryer is a plus. The only thing I can’t figure out is how to get the ice machine in the freezer to work but everything else is perfect.

We needed a couple additional bath towels and a blanket. I reached out via the app and the additional items appeared in our unit the next morning. The unit was extremely clean and the access system in and out of the building is easy to use. This was our third stay at this property.