Sonder at Flatiron in New York

Good afternoon,

My wife, Claudia Domínguez, made a reservation at the Hotel Flatiron in New York for the dates 27 November to 1 December 2025, paying a total amount of €966 on 25 January 2025.

A few weeks ago, we were informed that the reservation had been unilaterally cancelled by your side. However, to date, we have not received any refund of the amount paid.

As this is a significant amount of money for us, we kindly request your urgent assistance in managing and resolving this refund. We attach the documentation as proof of payment.

We look forward to your prompt response.

I do not recommend this hotel. I booked a room with a king bed, but was given a queen bed instead. I made multiple attempts to speak with a staff member in person, but every time I went to the lobby, no one was available — I was told they were on break. I finally reached someone through the hotel’s messaging app, and they confirmed that while I had indeed booked a king room, none were available, so they placed me in a queen room instead. Despite this, I was still charged for the king room, and the hotel made no effort to correct the issue or even follow up with me by phone or in person. In the end, I was so disappointed by the lack of service and accountability that I left and stayed at another hotel that night.

This shouldn’t be considered a 4 star hotel. The walls are paper thin, the bathroom was TINY, the curtains don’t keep light out of the room at night, and there isn’t 24/7 front desk service. You can hear everything from the person next to you and street noise. There are no hotel keys; you have to use a passcode for the elevator and for your door. The most positive thing about this hotel is the central, safe location. The room itself was a large room for NYC other than the small bathrooms.

My girlfriend and I stayed at the Flatiron Hotel in room 705 to celebrate our one year anniversary on Sunday 1/28 into Monday 1/29.

Upon entering, our room was oppressively hot. We immediately opened windows, but we could only slightly crack them open, making no difference in the temperature. We found the thermostat, which read 76 degrees, even though the heat was set to 68. We lowered the thermostat even further to 62, and nothing happened. I changed the thermostat over from heat to cooling, and set the A/C to 62, just to get the room cold as quick as possible, but the vent over the dresser was still blowing scalding hot air. We went to call the front desk but nothing happened, so I went down to the front desk and they said they would send somebody up to help. Someone came, but he didn’t seem to speak English very well. He at first tried to raise the temperature to make the room hotter. After fussing around with it exactly the way I had, he put it back to the same setting I had already had it on, and then stood in the doorway, presumably waiting for a tip. After he left I walked back over and noticed that the thermostat was off now. I turned it back on to cool at 62, and then noticed the temperature had risen from 76 to 78, which was peculiar because it was less than 40 degrees outside. I checked the vent and it was blowing air so hot that the vent was burning hot to the touch. I put the thermostat on to fan mode and left it for the night. We both slept very poorly and by the time we got up in the morning the thermostat had climbed to 80.

Everything was hi-tech but useless; there was a remote for the blinds that only closed the far blinds and not the one next to the bed. There was a TV in the mirror but it wasn’t hooked up to anything. There was a button for “MOVIES” on the regular TV, but hitting that button just took me to on-demand cable TV shows. There was a phone in the room and in the bathroom with a button to call the front desk, but I hit that button and nothing happened.

The staff was nice but incompetent. We had only gotten the room because I had misread that every room came with a jacuzzi tub (admittedly my fault) and that there was live music in the lounge, but we were thoroughly disappointed by the entire experience at this “luxury hotel”— frustratingly and tedious at worst and unrefreshing at best.

To top it all off we found the hotel on the Hotel Tonight app, and we got charged for the room twice, once on the app and once by the hotel. Avoid the app, avoid the hotel, they are both poison and anything good you’ve read about either was a lie.