Sonder 907 Main in Cambridge

The negative reviews are accurate. I read the negative reviews and assumed they were exaggerated because of all the positive ones. They weren’t. Positives: Comfortable mattress, spacious room, quiet A/C, sofa seating in the lobby for lounging, and someone at the desk to check me in late. I had been worried about building and room codes not working, but they weren’t an issue. Negatives: Towel rack is mounted on the *side wall* above the toilet, and I hit my head on it several times when getting up, cheap shower curtain, a dirty toilet brush in the bathroom corner instead of storing it on housekeeping carts. Clothes rod was hung over 6 ft high, requiring me to tiptoe to use it. Showerhead was about 8 ft up, with weak low flow water pressure that made rinsing difficult. Noise was the biggest issue: Althea restaurant is on the ground floor, and I’m not sure it’s owned by the hotel, but its backyard seating is in the hotel courtyard. Even from the top floor I could still hear loud conversations until 12 midnight, followed by even louder cleanup and bottle recycling past 1 am. Housekeeping knocked several times to get in at 8 am despite a Do Not Disturb sign and wouldn’t leave until I told them to come back at the 11 am checkout.

I haven't gone to the hotel yet, but it's been a NIGHTMARE dealing with Sonder to change the dates of my reservation. They are in the middle of a switchover to Marriott because they were bought by them so the customer service right now is a nightmarish mess. I was on hold on the phone for over four hours trying to get through to a human-- I eventually gave up. I kept trying on other days and managed finally to reach a human after more holding. She said that instead of changing dates, given the computer issues with the switchover, it would be easier to cancel the original reservation and gave me credits to use at a later date; the problem though was that I had to call in to make the reservation with credits (I couldn't book it online). So I called again--more waiting on hold. I was finally able to reach someone and booked the new date using my credits. But today I learned that Marriott/Sonder had also charged my credit card!! So I have been charged twice for a room I have not even gone to. I had even waited on line with the last customer service agent to make sure that I would be charged only with my Sonder credits; she had told me that the switchover in computer systems had been a nightmare in which many customers were being charged twice. So here I am on hold YET AGAIN waiting for a Sonder/Marriott customer service person overseas to sort this mess out for me.I have literally wasted days of my life dealing with this reservation. I would never stay at a Sonder ever again!!

Absolutely the worst hotel experience I’ve ever had. We were locked out of the building late at night with no staff on-site and only managed to get in by luck when someone else was leaving. Once inside we found ourself locked out of our room. No one was available to help, and the phone support was barely useful. We spent nearly an hour in the hallway trying random codes and searching for a “hidden key” by an ice cream machine, until we were eventually reassigned a new room — whose code also didn’t work at first. We finally got in at 2 a.m. after a long and exhausting ordeal, despite needing to work early the next day. The explanation? A vague “lock system outage.” The resolution? A $50 voucher for our next stay at Sonders usable within a year we were promised (which honestly felt like a joke) but never received — and our follow-up was ignored entirely. This level of disorganization, lack of accountability, and poor customer service is completely unacceptable. I would never stay with Sonder again.

The room doesn’t have besic features. It misses a desk and any form of clothes hanger. There is no cleaning policy and they charge you if you arrive 30 min before check-in time (4:00 pm) even if the room is free and prepared (words of the receptionist).

It might be OK if you are a student (though most students would not spend 270$ a night) but DEFINITELY not if you are on a business trip or plan on staying for more than one day. It is unacceptable for people who want to get some work done and travel from abroad.

I have complained, asked for a desk and for a solution for my clothes, but they said they cannot help.

I also asked to cancel the rest of my stay as I booked it for a week and they told me that I would not be eligible for a refund as I already started my stay.

I am leaving a review hoping to save others from such an uncomfortable experience.

I travel often for work but I never felt the need to make my accomodation experience public as I never encountered many issues with my room, and if I did have any minor request, I would be helped by the staff. This time, I have a responsibility to share. Don't stay here, it's not worth it.