I am baffled as to how Marriott can associate their name with this company. To begin with, nothing seems to work—not their faulty app nor the access codes. While traveling from Florence to Rome, I was unable to view my reservation on either the app or the website. After spending 1 hour and 45 minutes communicating with a representative via their chat app, they eventually gave up and sent me the access codes after reviewing my videos and pictures, which clearly showed that neither the app nor the website was functioning.
Upon arriving at the property, I found it to be about 45 minutes away from any major landmark in Rome. The neighborhood was also quite unsettling, with gang-related graffiti visible everywhere, including on the property itself. When my family and I attempted to enter using the provided codes, they did not work. I contacted Sonder again, and we were left waiting in 95-degree weather for approximately 2 hours with nowhere to go, surrounded by all our luggage.
Ultimately, a cleaning crew kindly let us into the property using their code, but even after three more hours, we still did not have the necessary code to access our apartment or the property. This meant we couldn't leave for lunch, nor was there any drinking water available in the property. This was an unacceptable level of service. Again, I am at a loss as to how Marriott could be associated with such a company. This experience has been utterly disappointing.
