Fernando F
26 September 2023
The building has a great downtown location and minutes from metro station. The inside of unit was comfortable for three people and spacious. The building and unit were clean.
Our issue was the location of the unit 001. We could not find it initially as we never thought it could be in the basement , service area of building, next to garbage room. Other guests in the elevator alerted us about complaints for units in the basement. Indeed the service area has an smell from the garbage room noticeable as soon as exiting the elevator. We also found the first day an small cockroach in the washroom, although unit was overall clean. Both ******* and Sonder recognized our issue and were able to move us to another building after 2 nights as there was no other unit available. It took several hours on the phone with both to obtain resolution respecting customer satisfaction within the no refund policy of Sonder. The new unit was an upgrade. Separately, two Sonder software glitches also happened when moving to the new building 1) customer verification was being requested but no option to actually do it presented in application, and, 2) passcode to new room provided in sign-in was not working so a new one was provided. Sonder customer service was able to resolve those 2 problems quickly on the phone. The new building Penny Lane was very close to the initial Building, Victoria, and the check-in and check-out times aligned to make the transfer smooth.
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