Sonder at Covent Garden King Street

Wonderful. Elegant. Location in the heart of London. Our apartment was big, clean and modern. The check-in process was super smooth. I very much enjoyed staying here. This place is perfect for solo travellers and for couples. The general area is gorgeous! I would love to come back here.

This is our third stay here... and our last. The location is fabulous, but the service has become insultingly bad. At $600/night one would expect SOME outreach in response to multiple requests for functioning air conditioning during a London heat wave.

Once again an excellent experience with Sonder. Second time in London with Sonder, and this time in Covent Garden. Excellent location. Excellent apartment. Everything is clean and shiny. Spacious, including everything we needed. There is no doubt that wherever we can stay in Sonder's apartment - this is our first preference. Next month at Sonder's apartment in Rome...

Sonder as usual met the highest quality standards. And this location is just perfect. Covent Garden is few minutes away, as well as underground, supermarket, restaurants, everything you need. Highly recommended.

Sonder is a great concept, combining the best of AirBnB and a premium hotel experience. However in reality, it's a disaster: chaotically disorganized, zero accountability, and in our case, alarmingly and intentionally misleading. Imagine your worst-ever telecom company experience and all those feelings of frustration, futility and fury, and then multiply it by 1,000? Yes, it's actually even worse than that. We rented their luxury property in London (King Street), specifically for its advertised cooling system during a summer stay. Beautiful place but the indoor temperature on arrival (AFTER the heat wave) was 35 c / 95 f in all the bedrooms. Clearly the system was faulty and we reached out. I'll spare you the infuriating, hair pulling details and give you the lowlights instead: 1) We spoke to 15+ agents and spent approximately 20 hours chasing, texting, emailing, calling. Each agent promised an immediate follow up. NOT A SINGLE ONE EVER DID. 2) Once a thread/chat is completed, you have to start from scratch with the next agent. A system that guarantees zero accountability, as all they need to do is be apologetic, make some fake commitments then get you off the phone/chat stream. 3) We were intentionally misled on multiple occasions, which consecutive agents openly verified. At different times, we were told that: "A crew is at your apartment addressing the issue." TRUTH: we were at the location and no one was there; "This is definitely a whole building issue." TRUTH: our downstairs unit was working fine, only our bedroom units were broken; "We're sending a portable AC over right now". TRUTH: none existed or ever turned up; "The new parts will be installed and fixed on Friday" TRUTH: They knew a follow up wouldn't occur before Monday. ----- Despite the obvious failures at every level of customer service, spending 4 out 5 nights in impossible heat conditions, they offered us a paltry 7.5% in CREDIT to use on a future stay (HA!) and conveniently didn't respond to any of our follow ups. Two weeks after our return, we finally heard back that they have "escalated the issue and a decision had already been made". Please remember that your holidays are precious and few and far between, and it's simply not worth ******** on a company that trades on incompetence and greed. My strong advice is to stay very clear and ignore the glossy branding and fancy apps - it's all lipstick on a pig. This company is a disaster.

We visited London for a week in August. When booking a place, I made sure the place had air conditioning since London had several significant heat waves this summer. I also wanted a place that had a washer and dryer since we were in town for a week. The positives of the place are that the location in Covent Garden is great and the apartment itself is beautifully decorated. Unfortunately there were so many negatives for this place. I kept hoping they improved since the location was great. The apartment was so hot. The central unit could not be lowered. There was a portable AC unit in the top bedroom but no place to vent out the hot air, so the vent would blow hot air back into the room. The bedroom on the bottom floor was fine but the other two bedrooms were unbelievably hot. I called and messaged Sonder more times than I am willing to admit. Everyone was very nice but Sonder is basically a call center. I was told it would be addressed by multiple people and that they would be back in touch with me but that did not happen. The dryer also didn’t work. It would turn on but the door was broken so as soon as it was turned on the door would open and the dryer would stop. Someone from Sonder came out and looked at this early in our stay, but it wasn’t addressed or fixed. The elevator didn’t work. I messaged on our first day and it was fixed for a day and broke again. It was difficult to get our bags to the 3rd floor with no elevator and the extreme heat. We saw a mouse in the living room and let Sonder know about this as well. I’ve stayed in multiple Air B&B’s so I am fine with not having a desk to call with issues. With Sonder it is very difficult to get any resolution to issues since you do not talk to anyone local and only talk to a call center. They are nice but do not have the ability to fix any issues. I love the area and am looking for a new place in the area to stay when we go back to London. We had an amazing trip and the only negative was the Sonder on King Street.