Sonder at Hance Park

EDIT; They deleted their e-mail/messaging responses and/or blocked my e-mail. I haven't directly messaged them since 4/24/25, they STILL haven't responded to a single customer service inquiry. Their official documentation describing my cancellation states that they cancelled my reservation because I'm under 18, after I provided a valid drivers license and used my own credit card. Literally, such bizarre behavior. The pictures looked nice, and all things considered I was really looking forward to this stay. I can NOT believe how I was treated (read below), CONSUMER BEWARE! I've NEVER been treated with even a fraction of the malice I was shown by the alleged customer support agent. I'm filing an insurance claim for trip interruption, reporting them to Amex, reporting them to Booking.com, and NEVER using them or an associated property again. Even after emailing customer service THIS EXPERIENCE I still haven't heard anything back. Is your call center international and pointing hostility at Americans?

Sonder at Hance Park WILLFULLY CANCELLED MY RESERVATION AFTER IT HAD BEGAN WHEN I ASKED FOR ASSISTANCE WITH REMOTE CHECK-IN, INSTEAD OF HELPING ME WITH CHECK-IN LEAVING ME STRANDED IN PHOENIX AT MIDNIGHT. EDIT; Sonder at Hance Park sent out e-mails through booking.com a few days before my intended arrive detailed remote check-in instructions. This was important, as I was arriving at or a little after midnight, and remote check-in was essential. Their remote check-in instructions required me to upload a government ID, along with my biometrics to a third party website. Nontheless I complied, but after my metrics were confirmed and accepted, the third party window would close with a successful message. I tried this twice, confirmed the successful message, then went to bed the night before the trip. The morning of, I had about three identical e-mails telling me to complete the remote check-in details. I emailed customer service after completing the check-in protocol three times more, in different browsers, and on different devices, with the same results. Customer service said to call their customer service number for assistance with check-in. Once I was able to call their customer service number, the person assisting me, who I asked for HELP WITH THE CHECK-IN PROCESS, explaining my willingness to work with the software, but that I was not being allowed to progress despite the third party approval, informed me that instead of assisting me, he was CANCELLING my reservation. I told him I did not want my reservation cancelled, and that was he aware my reservation had already began, and my situation was I was literally in an airport lounge flying to this destination? Then he proceeded to say that my credit card had an issue. I had ALREADY PAID and there was NO NEW CHARGE on my Amex. I was sent a fraudulent email that make it look like they had tried to process the card, but there is no charge record. YUCK.

Instructions for access to luggage storage and access to key fob for the building and our room were very clear and easy to understand, everything was so well ran and the facilities were amazing. Everything was accessible by key fob only so we felt very safe. My brother and I thoroughly enjoyed our stay at Sonder at Hance Park we were sorry we weren’t staying longer, would highly recommend :)

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Breakfast was not an option.

It felt a bit strange to stay one night in a place where people lived full time.

Beautiful place! Highly recommend this comfortable and quaint apartment and location.

Everything was great!

My stay was terrible because there wasn't one. If you book with Sonder, keep in mind that they need a 72hr window to verify your identity. This was a last minute booking for me as it looked safe and clean in an unknown area of Phoenix. However, because of this policy I was unable to check-in, get in or stay at my booking. I ended up driving around late at night looking for another hotel with rooms available. Needless to say it was a frustrating experience and would have chosen differently had I known about this policy. It was not stated anywhere on the listing.

Wonderful room. Quite clean. Park and library. Calm and relaxing area.

Just the setting was nice

The location is perfect. Walking distance to restaurants and downtown area. $10 per night parking. 12-15 mins from airport

Could have been cleaner. Like someone should wipe the walls. Also a little funky smell in hallway. Assuming because of pool water getting on carpet and maybe garbage disposal close by