Hance Park

The apartment and building were great, and our stay was quiet. The unit was fresh and clean, with comfortable bedding and a well stocked kitchen. There was plenty of paid parking. We only got one key fob, though, which made coming and going tricky with my partner. My app didn’t show the complete check-in instructions, so I had to walk around the whole building to find the lock box in the garage, then contact customer service and log in through my phone browser to get the rest. The Sonder App needs work.

The apartment was clean and fresh, and I could walk to most places. CVS & Safeway are nearby. I had a great stay and would return, just not to apartment 1134. There was a lot of heavy walking noise from the apartment above, during the day and at night. Remember to put the key fobs back in your lock box, or there’ll be a charge.

Check-in was really nice, and the neighborhood has lots of restaurants. The building was very quiet, though they did provide complimentary earplugs in the bedrooms, which suggests it isn’t always that way. The accommodations were lovely, clean, and well appointed, with fluffy pillows and blankets. The kitchen had what we needed, and shampoo and soap were supplied. The gym was adequate and clean. I recommend it!

Sonder at Hance Park WILLFULLY CANCELLED MY RESERVATION AFTER IT HAD BEGAN when I asked for help with remote check-in. Instead of helping, they cancelled it, then gave me different explanations, first blaming my credit card, then claiming I wasn’t 18. I was left stranded in PHOENIX after midnight. I have all my screenshots lined up because I can’t believe how I was treated by a company I thought would be lovely. A few days before my arrival, Sonder at Hance Park sent detailed remote check-in instructions through booking.com. I was due to arrive at or just after midnight, so remote check-in was essential. Their process required me to upload a government ID and my biometrics to a third-party website. I did it twice, the site confirmed my metrics were accepted with a success message, and then the window closed. The morning of my trip, I got about three identical emails telling me to complete remote check-in. I did it three more times using different browsers and devices, with the same result, then emailed customer service. They told me to call their customer service number for check-in help. When I finally got through, I explained that I was willing to work with the software but couldn’t get past the third-party approval. I was simply asking for help with check-in. Instead, the representative cancelled my reservation. I told him I didn’t want it cancelled, that the reservation had already begun, and that I was literally in an airport lounge on my way there. Then he said there was an issue with my card. I had already paid, and there was no new charge on my Amex. They sent me a fraudulent-looking email that made it seem like they’d tried to process the card, but there’s no charge recorded. Later, I got an email claiming they declined the reservation because I was under 18. The room was booked with my personal Platinum AmEx, which isn’t issued to anyone under 18. They hadn’t asked my age or given me a chance to provide information before forcing me out of the reservation. Nobody responded to my emails reporting this. It feels like a company full of sociopaths. YUCK. Nobody there has to care, but MY GOD BOOK ANYTHING ELSE! Edit: I literally only wanted a nice room for one night and was looking forward to remote check-in. I can’t understand why the customer service representative stranded me rather than working toward any other solution. I simply asked for check-in help. The company’s silence and indifference, along with the stream of ludicrous emails trying to justify what they did, make me think it stands behind the individual’s actions. I’ll avoid Sonder and all affiliates, and tell my colleagues, clients, friends, and family to do the same. There are other options, nothing is worth this kind of debasement.