Sonder Henri on 24

We stayed at the Sonder Henri in NYC, October, 24th and found bedbugs in our room after just one night. From what we could tell, the entire 17th floor is likely infested. We showed photos of the bugs to the front desk and sent them to Sonder, Airbnb, and Marriott Bonvoy (who owns the property). Instead of taking immediate action, they gave us the runaround and made refunding our money an exhausting, multi-day ordeal.

Our trip was completely ruined. Just five minutes before leaving for our daughter’s engagement party, we discovered the bedbugs. We had to throw everything into bags, rush out of the room, and head to the event with our suitcases in tow, completely panicked about finding another hotel in New York City on short notice on a Saturday afternoon.

After finally securing a new place across town, we had to check in late at night and spend the next day decontaminating everything. Once home in California, we had to seal our luggage in plastic bags, wash and rewash all clothing, and spend hours cleaning and worrying about bringing an infestation home.

This property should be inspected and fumigated immediately. The way management handled this situation was unacceptable.

Do not stay here. If you must, check every inch of your bed, sheets, and mattress, and avoid the 17th floor at all costs. Also, remember to look over you body closely as bedbug bites react differently to people. Some swell and get pussy, some make you sick, some don't even itch.

Perfect location, close to everything but nice and quiet ( away from the madness of Times Square etc). I’ve stayed here a couple of times and I find the rooms in this hotel comfortable and practical, and really spacious as well as quiet for NYC.

Overall quite happy with our stay. Location is great, 1 block away from the subway station. Furnishings in general were nice. Our coffee machine wasn't working and they replaced it with a new one very quickly. The shampoo and conditioner & soap was nice & good quality. Self check in was very convenient. Aircon/ heating worked very well. The adjacent cafe/ bar did really good breakfasts & coffee & was reasonably priced.

This is a perfect NYC hotel. This is the first hotel I’ve stayed at that has an electric tea kettle. It also has a good wine opener, the heavy waiter style. In addition, it has a quality hair dyer, mini fridge and iron. All of these elements are what are important to me as a traveler. The location near the Flat Iron building was so central and easy to hop on the subway. So many nearby dining options. It’s a very quick walk to Eataly where I grabbed quick yogurt parfaits for breakfast and great pasta at their bars for dinner. Check in is at 4pm. I arrived at 3:00, and they gave me no hassle checking in early. Using a code for room entry was nice as well, not having to mess with key cards was a plus.

L'emplaczment

OMG, stay away! They have no one on site and in case you need any help, you need to deal with a virtual assistant on chat that can't do anything.

There was a noisy room with loud music and screaming all night, and they did nothing!
What would happen in case of emergency? For your safety, don't stay here.

Do NOT be fooled by the images on Trip Advisor. This hotel is dingy, filthy, depressing, noisy and is one to avoid.
There are two good things about Henri on 24; the restaurant beneath it is fantastic (great food, reasonable prices and great drinks) and the front desk staff are really lovely (shoutout to Justin and Ben). The front desk staff I interacted knew how bad it was but did their best with a smile.
My room was so noisy I had to turn off air con and it was September in NY city so it was hot. Not only did I have to turn it off to sleep I had to wear ear plugs, put on a podcast and take a sleeping pill. It was horrendous.
The rooms are dirty and dark. For reasons only known to management they covered the only window with plastic and tape. The is no reason for this given their were blinds you could pull?
The room was so dark you had to go around every lamp and light and turn them on to see yourself in the mirror. I was in town for fashion related business so travel with probably fractionally more clothes than most and the wardrobe was tiny and narrow so everything had to be slanted. it also hadn't been cleaned for what felt like decades.
No one cleans the rooms unless you ask them too. No rubbish cleared, no fresh towels ... and you need towels to mop up the shower leaks.
The elevator has issues and because I don't like confined spaces I used the stairs. I'm glad I did given the reports of the elevators stopping.
Honestly, I usually stay at a place around the corner but it was booked due to UN General Assembly and this was the nearest option. Huge mistake. Never again. Grotty and depressing. I was stuck in a nightmare for 10 days and nights.
10/10 for the front desk staff but 0/10 for the hotel. Nothing like the images here.

Basic...more like lacking. I know New York is very expensive, but I felt really let down for my $550 and the room we got at this hotel. To start, it's bare bones, cheap, and cramped for two people. Again, it's New York so I expected small. Anyway, the little bath towels were really thin, the not very effective shades had the base broken off, there was painters tape outlining the window, etc. The door slam shut and since there's no carpeting, it's VERY loud. Our very inconsiderate neighbor let it do that about 10 times around 11pm, I suppose as they were busy with their own selfish existence. Of course, there's no front desk staff to help with it. So, lesson learned about this form of a "hotel."

Locatie was uitstekend, kamer prima en bedden comfortabel. Personeel heel vriendelijk en fijn dat we zelf koffie e.d. konden aanvullen.

Great location, great concept, room is huge for Manhattan. While not owned by Sonder or Marriott, the restaurant and rooftop bar are fantastic. But what should be a 5 star review is 3 at best. Housekeeping is atrocious. I stayed for two weeks and had a moldy toilet by the end of the stay. I reported this in the app and at the front desk, and it never got cleaned. I had to ask for a broom to sweep my room and instead of getting the hint to properly clean my room, they brought me the broom. It was a fight to get towels. I was told they were having trouble finding clean towels to bring me and yet when the elevator stopped at a floor before mine, there was a cart loaded down with towels. The housekeeper would have given me as many as I wanted.
Marriott and Sonder have finally worked out the free late check out for Ambassador level in the app, but they have not worked out the TV and internet access for a late check out and I was once again logged out at 11 AM for a 3 PM check out with meetings all day.
I am really rooting for Sonder to succeed and be great under Marriott, but I am so far underwhelmed or disappointed.

First the positive - a/c was cold and reliable. That’s it.
Never staying here again. Very poor value for the rates. No lobby, cleaning crew gave us 1 towel for two people l and no coffee cups. Worst was the elevator - only two of them and mostly out for 2 of the 3 days we were here. Tiny rooms and tv was streaming only and required constant logins.

Localização excelente

Das Hotel war ruhig und liegt zentral in Midtown Manhattan

Rigtig fine værelser, der virkede til at være i forholdsvist god stand. Du bruger deres app til det meste og kan nemt åbne døren med den. Badeværelset var stort og havde virkelig et godt vandtryk. Selve værelset var rimelig småt og senge en smule smalle, men det gjorde egentlig ikke så meget og irriterede os eller ikke - vær bare opmærksom på, at de altså er lidt smalle. Beliggenheden er rigtig god med en metrostation i hver sin ende af den “block” man bor på. Minimal støj fra gaden.

Longtime Sonder guest—this experience was inexcusable.

I regularly use Sonder when traveling—especially in Chicago—and have never had an issue. But my stay at Sonder | The Henri on 24 in Chelsea (NYC) was deeply disappointing and genuinely unsafe.

I woke at 4:30 AM to find the entire floor of my room wet. Not damp. Wet. There was no leak from above or appliances—just condensation across every inch of flooring, enough to soak through socks and pose a serious slip hazard.

I contacted Sonder through their app. The response:
“I reached out to onsite security to see if they can provide towels. I just checked the property and unfortunately there isn’t anyone on site until 7am nor are there any other rooms available.”

No escalation. No alternative. No human contact until morning.

And let’s be clear—this is not a sudden, one-time problem. Condensation like this doesn’t form out of nowhere. The room was set to 68°F when I arrived, clearly to suppress a known humidity issue. When I adjusted it to a normal 73°F, moisture appeared almost immediately. Turning it back to 68°F slowed it—but that’s not a solution. That’s a cover-up.

This isn’t just about discomfort—it’s about health, safety, and basic accountability. Sonder’s tech-based model offers no real-time support when something goes wrong. In this case, I was left alone in a flooded room with no help for hours.

I’ve trusted Sonder for years. But this experience was inexcusable—and needs to be addressed at the operational level.