Sonder — Hayes Valley

Poor
Traveller Type: Business Traveler
  : Location was convenient.
  : There is no staff at this location. Upon arrival, the code I was sent to access my room did not work. It took Sonder's phone support (in an offshore call center) 15 minutes to issue a new code, and they could not explain why the original code did not work. Halfway through my stay, the new code stopped working and I was locked out of my room. After 15 more minutes on the phone, I was issued a third access code. Customer service could not explain why they had changed the access code in the middle of my stay nor why they had not proactively notified me. Additionally: - No security deadbolt or chain on the inside of the door; anyone with the code would be able to enter at any time. - Full payment was charged upon booking, not at check-in as advertised. - Online check-in prior to arrival (mandatory) required "consent" to (mandatory) intrusive facial recognition software.

Good
Traveller Type: Solo Traveler
  : It was lovely
  : The checkin was difficultMy password didnt workI had to call service line 5 times and each time took a long wait

Pleasant
Traveller Type: Traveling as Couple
  : Comfortable bed, pleasant bathroom
  : THE LACK OF INSTRUCTIONS REGARDING THE DIGITAL PAD FOR THE OUTSIDE DOOR, luggage room and our own room

Very Good
Traveller Type: Traveling as Couple
  : The decor and ambiance was perfect. Check-in and Check-out are arranged smoothly and are very convenient. The lounge offers some amenities like water, bags for tea and a microwave with enough seating, which was very appreciated. If you needed another towel, there was a supply cupboard to help your self. The location of the Hotel is very convenient close enough to take a short Uber or walk to the Mission, twin peaks or fishermans wharf.
  : The rooms could have been a little cleaner. harder to reach surfaces, corners and surfaces like baseboards dont seem to get cleaned properly and/or for every guest.There are hardly any restaurants or coffee shops outside the hotel.

Wonderful
Traveller Type: Family with Young Children
  : The rooms were very clean and comfortable, the communal lounge was large and airy
  : We didnt have any issues with the inside, the graffiti outside was quite off putting upon arrival

Very Poor
Traveller Type: Traveling as Couple
  : Nothing. Possibly the location, but that has nothing to do with the actual experience of staying here.
  : The door lock was broken and we needed to consistently fiddle with it for some time to get it to open. The bathroom had lots of mild and mildew. The sheets smelled deeply sour like unwashed people had slept in them. The sink was clogged and did not drain. There were signs of deterioration and unkempt lack of care everywhere - chipping paint, stains etc. Customer service is impossible. You can only talk to canned response, bot-like service and only online. My complaints were not heard and resolution was NOT satisfactory. I paid a decent amount of money nightly for this room and I fully understood I was staying in a boutique/alternative style hotel and that SF has a higher nightly rate, however the experience I got was more similar to a Tenderloin hourly motel. I get that I was not in a 5 star hotel, but the experience I had did not match the nightly rate. I am so deeply disappointed. I am so unsatisfied with the customer service result. I strongly encourage anyone considering this hotel to MOVE ON to something else. Stay somewhere where you can deal with a person, not a bot, if you have issues. Communication was a NIGHTMARE and we were told by someone who did work there cleaning that we would receive compensation. When we tried to translate this online it was avoided and instead they tried to give us Sonder credits to stay at on of their hotels again sometime. I will never stay in a Sonder establishment anywhere. Ever. My comments do not even begin to cover all that was wrong with this place. I have photographic and video evidence of everything I speak of. Dont stress yourself out staying somewhere this dirty with this kind of lack of service or resolution