Sonder Camden Road

The room and en-suite were quite cramped.

The owner of the hotel changed between our reservation and our arrival. The new owners seem to be going through a lot of growing pains and did not get specific room requests made by me to the prior owner. That ended up with us having to change rooms during our stay..

I hope that the new owners get their act together over time since the hotel is in a very convenient location for us to visit family.

If you have no mobility issues, note that there is no elevator. There is a flight of steps from the outside to the reception. They have a few rooms on the reception level, but all other rooms require more steps.

Ceilings were leaking, ants found in the bathroom and we were not provided bathroom towels until the 3rd day of the stay. Disappointed

They changed the system/owner so I prepaid my stay and when I arrived I had to pay again because of that. The costumer should not be affected by the change, let’s say I didn’t have how to pay twice the accomodation? I would have to be without a place to sleep? Very annoying.

Noisy guests who couldn't get back into their room late at night, the doors slam a bit too so that noise also

We reserved with sonder and were told we'd be refunded when the booking was automatically transferred to the new operator, the chapter hotels. We never received a refund, so I was calling and emailing both sonder and chapters before our stay to try to get confirmation of our booking still being held- it was impossible to get hold of anyone at chapters by phone or email and when I eventually got through to sonder, they just said chapters were now in charge and couldn't help me. When we arrived at the property we were told we needed to pay again and that chapters couldn't help us with any refund since that was sonders issue
Back and forth with no help on either side, which means I was charged twice for two rooms. I remember the hotel being nice enough as sonder a few years ago, but there are less amenities and its faaar less clean as chapters. The staff were unhelpful and I would not recommend staying under the new management.

Lady that checked us in on the first day was very rude. We experienced an issue. This hotel has changed management. Supposedly, booking.com was meant to refund and recharge my partner’s card. This never happened, and the lady wouldn’t allow us to check in unless we paid upfront for the room again. Anyway, my partner attempted to explain to the lady our side of things. She kept talking over him, didn’t give him the chance to talk. Wasn’t very sympathetic towards our situation at all. Kept stating that it was an ongoing issue through the week with other travellers (surely the hotel should have foresaw this problem if it was a reoccurring one with booking.com guests and reached out to us beforehand to smooth out any details as we were caught completely unaware after many hours of travelling). The issue with the booking, I could get past, but how my partner was spoken to wasn’t very professional at all. Then, we had issues getting into our room. The code they gave us wouldn’t open the door. A phone call to higher management (I assume) by the receptionist later, and two codes later, we got in. This issue wasn’t with just us. Guests that were arriving at the same time as us, also couldn’t get into their rooms with the codes given to them.

We still haven’t received our refund and we were told this would be processed on July 15th.

The hotel description specified hanging space and an iron in the room. We didn’t. We had to ask for the iron and told we couldn’t have it as it was a fire hazard in our room - shouldn’t be on the room description then.

Shower door was very stiff to open from the inside of the shower cubicle. Partner was almost stuck, but we managed to get it open between the two of us. And black hairs in the shower on arrival. Neither of us have black hair.

Just a disappointing experience. Won’t be returning.

Bed was uncomfortable, shower very small

Appalling and despicable way to treat customers. All the extra paperwork they demanded in advance and then to not honour the booking at the last minute. Leaving us stranded. They still have not refunded me.

The shower was a bit of a "dribbler", and the area wasn't the most salubrious. A lot of road and local pub noise until very late.

Prior the trip I had paid £187, I then contacted the priest regarding my stay as I got an email regarding the change of company- they CONFIRMED my stay would be honoured, I then turned up to the hotel on the weekend of our stay to be greeted to have to pay AGAIN- the receptionist says this has nothing to do with them I have to contact booking.com and fight for a refund but will have to pay again to stay that night- which I did pay as I had an event that night and had no other place to stay.
I still have no received a refund as the old company had said I would to me & booking.com. Overall very POOR communication.

The room we stayed in we could hear all the traffic and all the other people staying in the corridor- overall a pretty poor stay.

I have a medical condition and the members of staff did not accomodate me with this despite my requests.

Was woken up to a scratchy sound & turned on my phone to see a Rats tail running into the bathroom at 3.30am!!!
Was staying in the basement room.

I booked roughly 3 months in advance and paid before arrival. When I arrived to check in they would not allow me to do so unless I paid for a second time, despite acknowledging that I had already paid. I called booking.c to explain the issue, who also acknowledged that I had already paid, but still said there was nothing they could do and said I would just have to pay again if I wanted to stay. As it was 7pm and I had nowhere else to go I had no choice but to pay. It was a very stressful and upsetting experience. From speaking to the reception staff, it sounds like this was something they had done a number of times in recent months, and would likely continue. DO NOT BOOK THIS PLACE.