During my recent stay at Sonder in Boston, I encountered a few issues that impacted my overall experience. Our arrival was well ahead of the 4 PM check-in time, around 11 AM, and we had planned to use the hotel’s luggage storage facilities, as advised by their customer service. However, we were disappointed to find that the larger lockers were already full, leaving us with no storage option.
Seeking assistance, we approached the office staff to ask if we could temporarily leave our luggage there. Unfortunately, the staff member was unable to accommodate our request, explaining that he might be out for the day. He suggested using a nearby service called Bounce for luggage storage, stating it was a short walk away. While I appreciate the alternative solution, it felt like a dismissal of our immediate needs and lacked a customer-focused approach.
We also explored the possibility of an early check-in or leaving our luggage in our room, but were informed that neither option was feasible due to language barriers with the housekeeping staff. This rigidity and apparent reluctance to help guests was quite disheartening.
The room itself was satisfactory and conveniently located. However, a note of caution, the shower door in our room was poorly sealed, leading to water leakage on the bathroom floor. This initial experience, coupled with the inflexibility we faced, might influence my decision to choose a different brand in the future.