Sonder at Revival

Zero customer service, no consideration of customer experience. Showed up half an hour early. Room was ready. They wanted to charge me $30 to check in 20 minutes early (took 10 minutes for a response). Wouldn’t have cost them anything to give us that 20 minutes, but they refused on principle and it made us feel unwelcome. All issues dealt with by text - a woman had her bags in the luggage room, and her code did not work and no one responded to her. Thankfully my code did so she could get her bags and catch her flight. Furniture was a bit shabby - the photos were a bit misleading. Expected more for $300 a night.

入住方式，或許要優化app.

下訂後早早就註冊app，但出發起可能因為版本更新，入住時無法登入有點慌亂，使用忘記密碼也沒有辦法即時收到新密碼，差點以為無法入住，卡了好一陣子。還好最後因為信件訂房認證碼也能驗證登入，才順利進房，過程真的有點緊張。

We would appreciate cleaning at least once every couple of days. Cleaning for 60 dollars in such a place is a travesty. Also, the water pressure in the shower was terrible.

No safe
No laundry despite being marketed as an “apartment hotel”!
$30 to check in 1hr early
$60 to clean room!
Dark room (little sunlight)
Endless hallway to room

My reservation was for “King bed with street view and terrace” but the room did not face the street.

Considering the price of the appartment, a small breakfast could have been provided, instead only tea & coffee
The mattress of the bed was extremely worn, couldn't sleep properly
The shower facility should have had some instruction as to how to switch from the overhead shower to the hose
Microwave was a bit unbalanced
No-smoking rule: people go smoking outside and throw the stubs away by the stairs or in the driveway; better would be to actually provide a smoking area

Nothing

We had to pay for an early check in. It might have been in the fine print but I don’t know why there is an additional charge for what we’re doing anyway.

Long key codes

Alles war i.O.

Soulless
Balcony was dirty and looked out over were all the Lorry’s parked and was most, could not sit outside.
Codes to get in were difficult on arrival as didn’t have the WiFi details. Also problem with the app

power socket loose, shampoo holders are sharpe metal that could easily scrape your skin, bad communication around parking.

But the major deficiency is the lack of any accessibility policy, or communication. I had to plead for an early check in. My condition is such that i need extra time for every task. This is a common need. At the rate that you were charging it should be a common courtesy.

No matter what I did on my end, I could not access the Sonder app. It said that my confirmation number did not match. I am installed the app, turn off and on my phone, all the things, but no luck. this was incredibly frustrating. The last thing I want to do on my vacation is troubleshoot on my phone. I see that your business model is to download some tasks to your customers so you can have a lien customer service, but if the app doesn’t work, and you don’t understand how to get into the building in the first place, it’s not a great start to your stay.