2/10 Terrible
Peter
Business traveller
2 Jan 2025
Disliked: Cleanliness
Caution - photos do not show real state of room
I recently stayed at Sonder Santa Ana in Madrid, and it was one of the most disappointing experiences I’ve ever had. The photos on their website (which influenced my decision to book) show a new, modern, clean, property, but the reality could not have been more different.
The room was outdated, poorly maintained and dirty. Upon arrival, I discovered hairs in the bathroom, and when I requested housekeeping to address the issue, the response was apathetic.
Adding to the frustration, I attempted to cancel my entire three-night stay due to their blatant misrepresentation of the property, but the staff refused to refund the first night and only agreed to cancel the remaining two nights. I was left with no choice but to endure one night due to their inflexibility.
To make matters worse, at night, people congregated and smoked outside the main entrance, filling the property with the smell of cigarettes that made its way into my room.
The most egregious issue, however, is the blatant misrepresentation of the property. The images on their website bear no resemblance to the actual state of the rooms (see attached photos). This is not just unethical—it is outright deceptive.
I strongly urge anyone considering staying at this property—or with Sonder in general—to think twice. My experience reveals a company that utilises doctored images, slick apps, and flashy marketing to mis-sell.
Customers deserve not to be deceived.
This was my first and last Sonder experience!
Peter
Stayed 3 nights in Dec 2024