Onyx

If you need luggage storage, try another hotel! I emailed Sonder about luggage storage a few months before my check-in time. I was told, " If you'd like, the property offers free luggage lockers for you to use." When I got there, I found there were only 6 lockers (4 small & 2 bigger ones), including 1 without lock. They were all full! We arrived around 11 a.m. Housekeeping staff were cleaning our room. I phoned customer service hoping to leave our luggage in the room. She said no and kept me on the phone for about half an hour. In the end, she asked me to call back in 15 minutes, and she said you can leave your luggage in your room after the cleaning. I phoned later, and another lady was on the phone. She said we couldn’t leave luggage in the room and she needed to contact her other colleagues to solve the problem. I almost was on the phone with her for 1 hour. She said she has to see a house cleaning report in the system to let us do an early check-in. And she didn’t know when that report would come in. I asked someone who seems to be in charge of cleaning, and she said she would not tell a customer when they can issue that report. Another thing is that I asked to speak to a supervisor or manager, and the customer service lady said I will get him/her to contact you. But that never happened! We wasted about two and a half hours trying to store our luggage in Sonder Onyx. We even missed our 1:20 p.m. tour that was booked a long time ago. In the end, we had to leave our luggage in the hall, just hoping they were still there when we came back. Sonder Onyx should let customers know that there are only 5 or 6 pieces of luggage that can be stored for all the hotel customers! Very frustrating experience!

The one bedroom was modern, well-decorated, and safe. The only this missing is more modern charger outlets.