Sonder by Marriott Bonvoy the Hancock Apartments Beacon Hill

The worst customer service experience I’ve ever had with a hotel. Marriott refuses to acknowledge how bad it was despite my showing screen shots of the chat interaction (the only way one can interact with Sonder). Marriott closed my case without resolution.

Sonder and Marriott = Stay Away From. What a terrible experience. To top it off, when I informed them we had come down with covid and had hospital documentation, and inquired about a refund or even a credit for just one night, their response was "it's outside the cancelation period." With no other response. Wow. That's what they think of their customers. Sonder/Marriott is ok with dangerously contagious guests endangering their other guests. I would hate to think what kind of contagions are at Sonder and Marriott properties. You have many other choices with similar businesses that care about their customers. Sonder and Marriott isn't one of them. Sonder/Marriott -- Stay Away.

If circumstances had been different, if my luggage didn’t weigh 60 pounds, if my unit wasn’t on the 4th floor in a building with no elevator, if I had not arrived to the ‘hotel’ at 3 instead of 4, if I had traveled alone instead of with another person, then I imagine I’d have really enjoyed this rental. I booked a one bedroom apartment and invited someone to join me- I said I’d get a couple of beds. When I saw the couch in the unit on te website, I figured that would be just fine for a one night stay. I’d just need a blanket and a pillow. I stayed at a Sonder before and I enjoyed it. I didn’t mind that there was no front desk. But nothing went wrong. I didn’t need customer service. Now I lie here on a loveseat with my legs hanging over the edge, and my friend is in the bed. She gave me the duvet from it and she is using my coat as a blanket. You see, Sonder customer service is unable to correct a problem with an online guest services staff, it was painful hearing them try to find boots on the ground to deliver a blanket. Yes Sonder screwed up in advertising that my unit had a full sized sofa, and yes they were incorrect in assuring me that all units have extra blankets, but what I am experiencing in this moment is utter disbelief that this chain that is in the hospitality business can’t find a way to bring me a blanket. I feel guilty for calling and insisting to some young person on the other side of the world that they find a way to get me a blanket. Ultimately I’m just offended that Sonder has my money for this exchange. As I said in the beginning, had circumstances been different, I can imagine really enjoying this ‘brand’. Fun fact- I’m the general manager of a hotel.

Fabulous accommodation in the perfect area of Boston. Central to the Common, Downtown Boston and the North End. The apartment was well equipped, clean and cozy. Set on a lovely street on Beaconhill, basement level so only a few steps down and lovely to watch the world go by.

So cute! Perfect location! Very comfortable! Easy instructions for entry, perfect amenities. Very walkable to the main parts of the city, close to the north end, central. Loved the charm of the neighborhood, very Boston. Enjoyed every minute of it!

We had a horrible experience at the Sonder. My daughter and I arrived at midnight with our check-in instructions that were inaccurate. We were stranded and had to check-in to a hotel. The Sonder didn't care and stopped replying to my messages

Pros: Location, apartment decoration, well equipped kitchen, comfortable bed Vs: the price is outrageously high for what they offer (yes even for Boston standards. same price you get a 5 star hotel in central Boston). 1 hour early check in or late check out is to be paid, no luggage storage (you need to use services where you leave your luggage practically unattended in souvenir shops, and you pay for it of course). No shower gel or usual amenities (only shampoo, soap, conditioner, lotion). No cleaning (it would have been 88$ if requested!). Only one towel change for 4 nights. WIFI was so slow it was useless. Found one small cockroach one night (but overall it was clean, so this could be just bad luck). Altogether, if you pay more, you expect more. Making people pay extra for such small things make you feel scammed. congratulations.

The Hancock doesn’t have a reception, no elevator so if you have luggage it’s very difficult. The door to my room wouldn’t close, the keypad lock didn’t go into the door jam, nor would the door knob below, thankfully there was a latch to secure the door when I was in the room. I advised Sonder via the app, which is the only communication to Sonder, I was advised via the app that someone would be there to fix the nails in the floor and the door lock problem at 9:30am. I waited till 10:30am, repeatedly contacting Sonder, asking was the door going to be fixed. I eventually left at 11:30am. When I returned later in the afternoon I realised someone had been in my room and fixed the problems. Sonder were supposed to tell me when the maintenance person would be in to fix the issues. All in all the location was great but the apartment I was allocated was poor, not very clean, when I opened a window for fresh air the window blinds were dirty, as was the sills and the screens.

Godly location: beautiful neighborhood, close to the best cafes, easy to walk around. Air conditioning! Elegant and sunny rooms, cute little hidden patio to enjoy your morning coffee outside but away from the crowd. We felt so much at home!