Sonder — Med Center

Poor
Traveller Type: family with young children
  : Very clean
  : weed smell. It was very clear someone prior to us had been smoking weed in the room. we called management but it took over 4 hours for someone to rectify the situation. They did after we threatened to leave and ask for a full refund. They refunded us $50 for our troubles the first night. The second incident. Ran out of TP, trash bags and towels. I called at 5pm. I didn’t get the requested items until 9:42pm. Thankfully, i didn’t have to go badly but that time gap with multiple calls was unacceptable.

Wonderful
Traveller Type: family with young children
  : Cleanliness of the apartments
  : The front door was of track and had a hard time locking it when leaving the apartment. But issue was resolved by Sonder staff.

Disappointing
Traveller Type: family with young children
  : I like that the kitchen came fully equipped with cookware. I like that the apartment was spacious. Ilike that the complex offers trash valet. The location was convenient and safe.
  : I didn't like that the only room they had available was on the third floor, considering they didn't have elevators and I had a senior family member who struggled to use the stairs. I kept requesting a lower level floor months in advance and still ended up on the third floor. Several of the electrical outlets didn't work causing us to have to move some of the small appliances around just to use them. I also didn't like that we found a shirt behind the couch which makes me wonder how much they actually clean before guest arrive. A smoke detector had a low battery therefore kept beeping of every minute, it was very annoying and not easy to ignore which made it hard to relax. One of the mattresses fell to the ground off of the frame while my grandma was sleeping which frightened her. The pool was closed during our entire stay which was disappointing because the pool was a deciding factor when choosing between this property and our other option.

Very Good
Traveller Type: family with young children
  : The place has a great location
  : That it was on the 3rd floor

Good
Traveller Type: family with young children
  : Spacious enough to enjoy our time with two families
  : All of the beds were very uncomfortable, very hard.

Wonderful
Traveller Type: young couple
  : Nice an homie
  : Third floor an seen bugs

Wonderful
Traveller Type: family with young children
  : The apartment was clean, very large and had almost all we needed. We loved the fact that there was a washer and dryer. The pool was ok and very fun.
  : The stairs

Very Poor
Traveller Type: young couple
  : Rental properties are quick to sell their product but when issues arise they’re quick to refer back to their policies and not even consider real life issues that arise or unforeseen. Would not recommend this property, as a military retiree, degreed, and disabled, I understand the bottom line but this company was not willing to meet me half way when amenities were not available. Would not recommend this company and experience what my family had to go through for a disappointing 4th July wknd.
  : Submitted formal complaint 72hr turn aroundGood morning, I’m inquiring about a reservation that I attempted to cancel upon my check-in.  I have read and understand your cancellation policy.  However, after check-in and carrying my personal items to the 3rd floor coming to find out the master bathroom door was locked decided to take care of it later, my wife and I decided to relax and go to the pool, upon arriving was informed by the pool custodian that the pool is closed and couldn’t guarantee being opened the next day (4th July).   The only reason I rented this property was for the pool.  I then went back to the room and contacted customer service, explained to them about the master bathroom door and the pool being closed.  The rep goes on to tell me that due to Covid that the pool may be closed.  I corrected her because I’m local and from San Antonio, my wife and I had drove to the property a day before to become familiar with the area and pool was full.  I explained to the rep that I had to contact my guest to cancel and that I, nor the property, could guarantee the pool being open the next day so there was no need in making the drive to the property.  I understand that things happen, but this was totally unacceptable, a staycation ruined.  The first 2 reps I spoke to were completely understanding and mentioned that they would submit my request for cancellation and apologized for the inconvenience.  The second two reps and this is what’s so upsetting is that there is no compassion from the Sonder Corporation, it’s a “take it or leave it attitude” is what I received from my last two attempts to resolve this via phone, I even inquired about being compensated for one night even though I was only at the property for 2hrs and decided to leave.  I would expect this tolerable being out of town 1000 miles away, but in my own city,  Military City USA, San Antonio, TX, there wasn’t even an exception to policy to a Disabled Military Retiree.

Wonderful
Traveller Type: family with young children

Good
Traveller Type: family with young children
  : The location was fairly easy to find and in a safe area.
  : The place looked clean but smelled so strongly of weed. My husband and I have allergies and the remnants of weed had our sinuses messed up for two of the three days of our trip.