Sonder The Dutch

The room was spacious and the heating worked well on cold nights. The hotel is near the metro, the area felt safe, and we were comfortable walking around at night. But several problems made this a three-star stay. The promised check-in instructions never arrived 24 hours ahead. I’d read reviews mentioning delays and contacted the hotel in advance, then had to follow up again on arrival day. They finally sent the details only a few hours before we got there. With no reception desk and heavy rain, we were lucky to have the information at all. There were major stains on the underside of the duvet cover, including what looked like blood on the side facing the sheets. It seemed as though the stained side had been turned down to hide it. I reported it right away through Agoda, with no reply. A staff member on the phone later said they’d tell the manager, but the sheets were never changed during our six-night stay. Getting Wi-Fi details was another struggle. There was no information in our room or elsewhere, and the lobby QR codes didn’t work. A cleaner didn’t know the password and said she’d ask the manager, who wasn’t on site. My roaming service had problems, so although I had internet access, I couldn’t make calls. Agoda didn’t reply when I contacted them there either. On the second night, another guest had Wi-Fi details in his room, but they didn’t work for us, possibly because we were on different floors. My husband eventually bought roaming access so we could call the hotel number and get the password. The elevator was out of service for three of our six days. The safe didn’t work, and tea and coffee were supplied without mugs. There was no housekeeping or cleaning at all during the six nights, which is unusual for a hotel. The hotel itself is quite nice, which makes the poor experience all the more disappointing. These seem like fixable problems, but together they were a lot. No one wants stained sheets or to struggle for basic information like Wi-Fi access. Better communication, cleanliness, and maintenance would make a real difference.

We had to find another hotel and spent several hours hauling our things around for the week. Terrible experience. This nearly wrecked our business trip to NYC because other places in the neighborhood had no availability, likely because others were also searching for better lodging. I’m going to the BBB to see if they can help me get my money back. The phone numbers to Motel 6? No offense, but I wasn’t even sure they were still around. None of the numbers we called got us any help on the premises. Do not book, try to book, or consider this place. It has to be the biggest scam ever.

I booked April 18 to April 22, and the hotel never provided working internet. I put up with it for two full days, but I had urgent work to do, so I checked out early and moved to another hotel. I’d previously reviewed the issue, and the owner publicly promised a refund. I deleted that review, but weeks later I still haven’t received a cent or any follow-up. It looks like they’re lying to the public on Google Reviews to save face. The room floors were filthy and poorly cleaned, and the front desk was constantly unattended, disrupting basic service. I could have overlooked those issues, but advertising services they didn’t provide and withholding a promised refund is unethical and unacceptable. They’re treating customers like fools. This is my final warning to management: if my full refund isn’t processed and received within one week, I’ll file a formal complaint with the NYC Department of Consumer and Worker Protection (DCWP) for false advertising about unprovided amenities, and report the property under the NYC Safe Hotels Act for the severe lack of required on-site management and oversight. Save your money, time, and sanity. Do not book this hotel.

I stayed here in July 2025, when it was still affiliated with Marriott, and had a pleasant experience. That’s why I returned, but this visit was completely different and incredibly frustrating. On check-in day, I never got a room number or access code. There’s no longer a front desk, so I called the customer service number posted on the door. Once I reached someone, they said I owed another $300 on top of the $900 I’d already paid through Expedia. They couldn’t explain the charge clearly. Expedia told me the hotel had overbooked queen rooms, the type I’d paid for, and was trying to charge extra to switch me to a king. Expedia got the charge waived, but it should never have been an issue. The next day, I returned after being out all day and my code no longer worked. Customer service got me back in, then I received another request for the same $300. The following day it happened again. This time they said my reservation had ended that morning, April 26, even though my confirmed stay ran through April 27. Expedia confirmed the checkout date, but the hotel insisted I’d already checked out. Expedia even started arranging another hotel. Luckily, I ran into an on-site staff member who was just as confused as I was. He confirmed I was meant to stay through the 27th, reset my access, and let me back in. There was no working Wi-Fi during my stay, but that was the least of my concerns. It was a disorganized, stressful time, full of miscommunication, access problems, and questionable charges. The property has declined a lot since my last visit. I wouldn’t return or recommend it.