Sonder Museum House

There was nothing to dislike about the property. The only thing I would make a note of is the alarm buttons above the beds, we thought they were lights and had to call to find out how to turn them off! No hand book about rubbish and house rules, I found it a bind having to go online, but I’m old and prefer paper to computers ☺️

Everything apart from the fact that it was spotless

The staff are horrible, when I messaged to inquire about the air conditioning in the apartment (which was clearly stated in the description and one of the main reasons I booked this apartment), they lied to me, telling me how to "turn it on" and after many attempts they decide to tell me "Oh, that's for the floor heating as the apartment doesn't have an AC, only the penthouse does"!!!!! When I told them this is deception they simply told me to message Booking.com and take it up with them!!!!

I am a bit puzzled on how to rate the hotel.
The checkin process is peculiar, but doable. However when we reached there the locker to get the key from was broken so we had to spend like 30 mins in calls with different support people to explain the machine was displaying garbage chars so we could not get the keys.
Someone let us in finally and gave us a key.
When leaving, we noticed there is a huge fine for losing the keys. We were supposed to have 2 keys but we only had one from the staff letting us in. This was resolved with support people.

Another unexpected thing - the window frame was somehow broken. It opens and closes vertically, in a reversed way. So due to its own weight, the window was not properly closing, letting noise and cold air in the room.
"Support" sent a person to help, we used a workaround.

Finally the support people were very careful withh us, very attentive and they tried to solve any complaint.

Overall the experience was very good. So we are ready to forget all these small accidents and return.

The wifi wasn't working. We requested assistance but the wifi issue was not fixed across our 3 night stay. At key drop off the key box would not accept the key.

I honestly don't know where to begin. We booked and paid for a two-bedroom apartment on Booking.com, and what mattered most to us was that the apartment was in the city center, had air conditioning, and a place for us to cool off from the heat they had forecasted for that weekend. When we arrived at the apartment, we couldn't get into the room for three hours because no one was responding to our emails, messages in our inbox, and so on. After that, they contacted us and apologized, saying they hadn't sent an email with clear instructions on how to download their app and enter all the details just to gain access to the apartment. Let's not forget that they knew I was coming with an 11-month-old baby.

We finally entered the apartment, and we were in for a shock! It was a heatwave, the thermostats read 38 degrees Celsius, and we couldn't breathe. But okay, we paid €1200 for three nights, they have air conditioning, and the problem will be solved. However, no, the air conditioning DID NOT WORK! They decided to inform us of this only after 48 hours that we spent on the street and in another accommodation because we couldn't stay in this one. Despite knowing that the air conditioning didn't work, they assured us that a technician would come and fix everything, of course, the technician never arrived.

To make matters even worse, there was no cold water in the apartment, and, on top of that, there was only scalding hot water that couldn't be consumed. When we first arrived at the apartment, we asked them for a crib for the baby, but the crib didn't arrive until the end of the second day because, of course, they didn't read the messages.

And yes, they apologized for everything and gave us a refund of £80. It's not about the money; it's about the principle and what we paid for. With that £80, you could pay a plumber to fix your boiler.

We arrived around 7:00 pm at the apartment. The keybox where you get the keys with a pin code was not working and it was not possible to get the keys out of the box.
Contacting the service was not really helpfull and it seems so that the support is in the States (USA).
The service did not feel very responsible to work on a solution and again and again asking how they can help. Finally after 1 1/2 hours we were lucky and some other guests (they had the same issue serveral days before) could tell us that there are manuel keyboxes in the basement, so finally we could manage to get into the apartment.
Overall the support is of low quality. Remark: It took several days to fix the keybox.
The focus of the property owner is to make money, the guests are not in the foreground (our impression)
The cleanliness is in general ok, but for a holiday home with almost 400€/night I expect much more.
Also the permant email what to do and when we have to leave the apartment on day of departure is not very professional. I cannot really recommend this apartment for this price and I will not book it again.

The only problem that we faced was at the check in. The keycafe machine that dispenses the key was not working so we had to wait for about an hour and a half to get the issue solved.

There was an issue with the key not being available in the key storage box during check-in (There was NO KEY in the box. a problem with the accommodation management). The KEY CAFE machine also didn't work during check-out. The elevator isn't directly connected to the house, making it a bit difficult to carry heavy luggage inside (the elevator is located on a mid-level floor). The bed is overly soft as well. (Mattress replacement is needed).

One of the bed room is too small and doesn’t have enough storage space also.

There was only 1 extra dust bin bag, where as we needed at least 5-6 for our 7 nights stay.

We were not informed that we needed to climb few stairs for taking lift and getting down in the apartment. It was a big trouble for my 70 years old parents. And at the zero level the space between the lift and star case is very very small.