1. Extra Charges for towels
I stayed at Sonder Atelier for five nights and it was the worst lodging experience. Upon check-in, I was given four towels, and when I asked for fresh ones during my stay, I was charged an additional €5. Even requesting room cleaning incurs an extra charge of €20–30. (There was no discounts at all for 5 nights stay.)
I cannot understand why I was charged extra during a five-night stay when a one-night stay includes the same amenities—a clean room and towels—without extra cost. None of these charges were clearly mentioned on the booking page, and a staff member even played word games when I questioned this. I honestly find this borderline fraudulent.
2. Luggage Storage Impossible
Luggage storage is nearly impossible. There is no staff consistently present at reception, so guests are forced to use a coin locker system. After checking out at 8:00 AM, I went to store my luggage but found that all lockers were already occupied. I had to wait around until a staff member finally showed up, and this delay disrupted my travel plans.
3. Poor Gym Maintenance
The gym was extremely disappointing. It was dusty and clearly not maintained properly. It looked nothing like the photos on the website.
4. Unreliable Communication
All communication should be done through the Sonder app. Responding staff member keeps changing, so the answers are inconsistent and confusing. It’s frustrating and inefficient, especially you’re trying to resolve a problem.
