4/10 Fair
19 December 2024
Avoid this hotel unless you’re looking for a bare-
Sonder The Dutch in Long Island provides little beyond the room itself. You’re expected to pick up your own towels, they charge extra for room cleaning, and there are no vending machines. When I asked about the broken ice machine, the front assistant casually mentioned that it’s just not plugged in. Additionally, when I inquired about the fine print on their app regarding cleaning charges, the staff claimed those fees don’t apply at this location—an explanation that felt inconsistent and confusing.
Unlike other hotels we have stayed at, the high weekend rates carry over into weekdays even though they would offer lower rates for new reservations. When I inquired about an early checkout, I was told I could leave but would still be charged for the rest of my stay on the higher rates. It also seems intentional that there’s no manager on-site, making it impossible to address concerns or hold anyone accountable. The encounter my husband had with the staff was horrible. They resisted giving information on where to file complaints and would not speak with Sonder’s corporate office on the phone.
We did finally resolved the issues with an upper level staff the following day, but this experience was so disappointing that I will never stay at another Sonder-branded hotel anywhere in the world. Their lack of accountability, inconsistent practices, and disregard for guest satisfaction make this brand a complete no-go for me. Definitely not worth the cost.
Marian
Marian, 7-night family trip
Verified Hotels.com guest review
