4/10 Poor
Daniel Mark
Traveled with group
Sep 6, 2024
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
I arrived and had my hotel confirmation handy. The office to check in was closed, despite Google and Expedia stating otherwise. The required Sonder mobile app failed to allow me to checkin as it did not recognize my face, despite adding overhead lighting from inside of my vehicle. I called the phone number provided and the representative for the hotel instead of assisting me with checkin offered to “remedy” the situation by canceling my reservation, and continually repeated “just follow the app instructions!” Mind you, this is at night with no where else to go. After fumbling through the required unintuitive check-in mobile app for 20 minutes, the application finally granted me access to my hotel room.
The app asked me to select a checkout time, and I selected 9:30 AM. At approximately 8:30 AM the cleaning staff entered my room and asked if this was my room or if I was leaving.
I attempted to contact the office before leaving to share these poor experiences at approximately 9:30 AM, however again the concierge was not present. A sign at the desk simply instructed me to use the mobile app!
Daniel Mark
Stayed 1 night in Sep 2024
