The Prince Hotel Vauxhall, Sonder by Marriott Bonvoy

I am more than reluctant to leave a mere one-star review, but my recent stay at this Sonder has proven to be deeply unsatisfactory, overshadowing my previously positive experiences with the brand. Upon arrival, the absence of an elevator and front desk personnel immediately posed an inconvenience, a precursor to a series of unwelcome surprises. The limited availability of only three lockers for storage in the entire building was strikingly inadequate, and concerns were further fuelled by the notably unsafe neighborhood in which the building is situated. My most significant issue, however, revolved around a persistent and unpleasant odor reminiscent of dirty socks that pervaded the unit. Despite confirmation of the smell by a maintenance person and upon my insistence, another personnel, the hotel disappointingly suggested that there was nothing they could do and casually advised purchasing an air freshener. A solution, I might add, that proved futile. The safe in the room was malfunctioning and necessitated fixing. And, while it seems a small matter, the paucity of essentials such as towels and paper tissues, which took three long days to be delivered following my request, further diminished the quality of my stay. The sink was not draining water, so was yet another issue to deal with. Perhaps what has been most frustrating, however, is the need to communicate with five or six different agents to get issues addressed, a far cry from the cohesive customer service one might expect from a reputed brand. I was getting conflicting messages and have records that indicate mistakes, lies, and wrong information. My request to be relocated due to the aforementioned issues, even to a pricier apartment, was ultimately denied despite confirmations of the disturbing odor in my unit. They claimed they could move me, but then went back on it. As a regular Sonder customer, this ordeal has unquestionably tainted my view of the brand, urging me to contemplate alternative accommodation options in the future.

I’m not usually one to leave a bad review but wish we never booked here. To start off with the address your given takes you to a different unit on the street. There is no check in desk it’s all done via the app. It’s on top of a pub and an extremely noisy street. When we arrived in our room we walked into a sauna.. the heat was unbearable the windows only open about 2cm and there was no aircon. There was a fan in the wardrobe that we used but was done nothing considering it was only pushing warm air around. I messaged Sonder trying to request a refund as the room physically was too hot to stay in. 2 hours later of back and forth messages they had offered to move me to another location which was on the other side of town almost 30 minutes from where we were (by this point it was already 8pm and this move unfortunately wasn’t achievable) then they sent someone to check on the room, he showed up i told him i had a fan it was doing nothing, he then proceeded to say that because the building is so hot all the fans are gone and he will go look for another one in a different building.. he never returned. I was the offered a $30 refund when the room cost $241 which is a huge slap in the face!!! The street parking is non existent we drove around for an hour earlier in the day and ended up having to spend £30 on parking. Check in isn’t until 4pm which also is rubbish as check out is still the normal 11am