Pierce Boston by Sonder

We used the full-size fridge and microwave every day, and the complimentary luggage storage was handy. Our studio was about a 10-minute walk from the Fenway tram station. The linens were soft and clean, though the floors could have been cleaner. The front desk staff were friendly and professional whenever we came or went. When the door lock malfunctioned, they promptly called maintenance, and it was fixed within 30 minutes.

My reservation was canceled the day before check-in, with no explanation or alternative offered. When we checked other dates at the same property afterward, the room was still available to book, but at a much higher price. That’s completely unprofessional.

My package with critical medication was returned to sender because the property didn’t want to handle packages. They showed no concern that the medicine was important to me. There’s no phone number for the site office, so handling an emergency or making changes seems impossible. Everything has to go through the app. The chatbot didn’t solve anything, the customer service line took over 15 minutes to answer, and the agents still weren’t helpful. The concept may be good, but there’s no room for emergencies or flexibility. I’m a Marriott Lifetime Titanium member, yet Sonder didn’t honor my credentials. I don’t know why Marriott added this brand to its portfolio when Sonder doesn’t honor its most important members. I won’t stay at another Sonder property.

The views were amazing!