Sonder la Ensenada

The hotel is located in a nice spot, very close to the beach and the main beach in Laguna. The room was relatively spacious and clean. Really good service and assisstance!

My boyfriend and I stayed at this Sonder location from May 27 to 29, and unfortunately, it turned out to be one of the most frustrating hotel experiences we’ve had. The first room we were given looked nothing like the photos online or other Sonder rooms we’ve stayed in before. It was small, felt dirty, and even had a random pillar in the middle of the room. Thankfully, the front desk staff were friendly and helpful. They were the one positive part of this stay and moved us to a better room. We also had ongoing issues getting our room door to open properly, which became a frustrating inconvenience during the trip. The biggest issue, though, was the billing. At checkout, the front desk only showed a charge for incidentals and told us it would return to my account in 1 to 3 days. A few days later, another significant charge appeared on top of that, which is when I called customer service. The first representative I spoke with tried to blame it on ******* and seemed to brush it off, but she later called back, apologized, and admitted it was an error on Sonder’s end for both charges. I was then told the refund would process in 1 to 2 business days. That didn’t happen. I called again, and the next representative told me it could take 7 to 10 days, which is completely unacceptable given the circumstances. Between the misleading room, door access problems, and the poor communication and handling of a major billing error, I left feeling disappointed and frustrated.

The property is located in a great area. The room was nice. The restroom had great counter space with big mirror. The shower was huge. Staff was nice. The room was dark, had kind of a mildewy smell and the AC did not work. Also, the noise in the corridors carry. There was a box that indicated it had earplugs for the noise but the box was empty.

In the middle of Laguna I have stayed at this property many times for convenient location, value and safety.

Excellent location to beach and shops Excellent staff and property. Thanks for your kindness and making the process flow with ease. Love staying here!

Our room was clean and comfortable. We could not figure out the tv. Did we have to pay for it? On our previous visit, parking was free. This time it was $30 per night. The inconsistent presence of someone at the front desk was confusing. I had a hard time making the reservation