Sonder by Marriott Bonvoy The Broughton Apartments Historic District

Excellent location, spacious apartment, great value

Not suitable for some as flight of stairs no lift

We had a bad experience at this location. First, everything is basically self service. There is no level of customer service and there’s an egregious housekeeping charge. We were told that a pack n play will be in the apartment when we arrived but it wasn’t. After holding over 20 minutes we finally got a hold of a representative who said it would arrive immediately. An hour later when it still wasn’t there I followed up via text and was told it would arrive the next day which is not helpful as my son had nowhere to sleep. Finally they told me to go get one myself from the housekeepers closet instead of sending someone to bring it to me. When we asked for extra towels and sheets we were also told to go get it ourselves. It wasn’t available in the place we were told to get it so ultimately someone brought them to us the next day. Also the entire building and apartment is so noisy and has creaky floors. It literally feels like there are people walking inside your apartment when someone is out in the hallway or upstairs. This made for a very poor experience. I still do not have a resolve from the customer service team for our troubles and Marriott Bonvoy is useless as they just send you back to the Sonder customer service. Lastly, they said there is a code for the back door and the elevator but the back door was unlocked and often left wide open. There was no code for the elevator. This poses a huge security risk.

The location is good, therenis everything one needs in general and is decent and clean.

Right from the beginning we complained about the AC not working, we called the phone numerous times yet there was never a answer. I sent messages via the app but they promised and did nothing. It was incredibly hot and humid outside and then we got in to 86F, a temperature we battled to sleep and we're sweating all the time, our 2 year old daughter got a heat rash. Despite many messages we were never moved and AC was never even looked at. We also had another issue where not only us but everyone else was locked out for about an hour and nobody could get into their rooms and again no answer from their customer care line.

Our room was not ready for us. It appeared that the cleaner abandoned his work halfway through. There was a broom on the floor, cleaning chemicals on the kitchen counter and no bedsheets. We were unable to stay in the room without bedsheets. When we called for help the lady we spoke with was very nice but unable to reach the cleaners or help us. We eventually gave up as could not stay in a dirty room without bedsheets and had kids to put to bed. Very disappointing. We need to be refunded.

We arrived shortly after 7pm on a Friday night hoping to do a quick walk downtown before putting our kids to bed. We couldn’t access the hotel from the back door alley way, then found someone trying to access our room with a reservation for the same room number. Our access code was successfully able to open the door, only to find a room with a broom laying in the hallway. Maybe the cleaner had an emergency or maybe stopped midshift, who knows? A lovely lady in a call centre in the Philippines was not able to help as her team wasn’t getting back to her. So… here I was, in Savannah, with a basically sold out city, with our two kids and no place the stay. We found a Hilton in Port Wentsworth with space. I already paid for parking with the third party service provider. When I asked the call centre lady for a refund, she said she could put a note on file- no dice. Stay elsewhere unless you want to gamble with an experience like ours.

Very clean. Great location. Sofa sleeper was basically just springs, but the sofa itself was fine to sleep on for my child.

The apartment in itself was beautiful. We enjoyed the layout of the apartment, the decor, and view to the downtown shops. The front and back doors were not locked/did not require the code that was provided. The elevator also did not require a code. This was concerning because there is a good size homeless population in the area and the security measures that were supposed to be in place, weren’t. The walls were thin and we could hear our neighbors activities… very very clearly.