Sonder — Atelier

All Pools could be cleaner. Everything else was excellent and very clean. Parking spot in garage is good and easy accessable. Roof top have gas grill, fire pit and a great view to the mountains. Place and neighborhood is very safe.

I recently rented a two bedroom unit for a trip with my family. The room is a nice modern decor and spacious, which was great. However, we had several issues with our stay that Sonder did not handle well. 1.It was summer during our stay and the air conditioner went out in our unit. When staff arrived to fix it, it was clear from their conversation with the support person on the phone that this air conditioner had repeatedly had problems. In other words, during a particularly hot week in Denver they put us in a room where there was a high risk of the unit failing. It took several hours to figure out that the unit couldn't be fixed and to get a new room. Unfortunately the only thing available was a smaller room that was cooler, but whose air-conditioning unit was also struggling to keep up with the heat. The staff promised we'd be compensated. I received a statement from sender showing we would be charged for the lower cost room we were put in. However, Weeks passed and I did not receive a refund. When I contacted them multiple times about this, they offered to give a $150 refund "for the inconvenience". This was not even the full price difference in the rooms, let alone a compensation for the inconvenience. 2. The room had exposed nails holding the carpeting in at the threshold between one of the bedrooms and bathrooms. Again, something visible that could have been taken care of by the staff. 3. The listing advertised that there was no free or paid street parking and only one spot on the property included. However, the listing said paid off street parking was available. I booked it with that understanding since our family was meeting from different destinations and had two cars. When I tried to find and book the paid parking before our stay, I couldn't' find it, so contacted Sonder about how to access it (thinking maybe it was a private arrangement they had). After a lengthy discussion with them, they acknowledged that there was no such parking available. I asked if we could get a second spot in the building's parking lot due to this inaccuracy. They said no, and that if we parked a second car there we would be towed. Sonder offered a small refund so that we could park in another neighborhood and pay for an uber between the hotel and the car. I was frustrated with this answer, but it was too late to cancel the booking, so we proceeded with our stay. It turned out that the parking lot in the building was almost empty when we arrived, but we were unable to park our second car there because we were afraid to the threats of "nightly towing" that Sonder indicated. As of this writing, they have still not updated their website and the other issues that occurred, I think other guests should be warned. Who knows if other listings have inaccurate information that has been reported by guests and not updated.

Everything is excellent except one thing but I didn't want to lower the rating because of the one thing. The facilities are amazing. The condo is amazing. Neighborhood amazing. Mushy pillows, hurt my neck. Please have two firm, two mushy, I tried folding it over or doubling them up, but that was no good. I was pretty stiff this morning but I was able to stretch it out and go to the hot tub on the roof which helped. Not everybody likes mushy down pillows. Some people need firm pillows. That's all, definitely highly recommend it as long as you're aware of mushy pillows.