Sonder The Magnolia

Mixed Experience: Great Location, Poor Service The location is excellent and the in-room amenities—laundry machine, kitchenette, and dishwasher—added convenience and comfort. Unfortunately, major service issues overshadowed the positives. The elevator was out of order, and when I called twice for updates, I was told—without empathy—that “there is no ETA to fix this.” I was seven months pregnant with a twisted ankle and had to climb three flights of non-air-conditioned stairs. The staff’s indifference made the situation worse. Customer service was frustrating throughout. I was once told they had "run out of toilet paper," which is unacceptable. A CVS is two minutes away; there’s no excuse. Basic items like paper towels and detergent were delivered only after long delays and repeated requests. Their AI chat assistant on their app even confused “paper towels” with “towels” and sent a bath towel instead. Between the lack of responsiveness, poor communication, and minimal concern for guest well-being, this stay was far more stressful than it should have been.

I suffered an injury and as the property had no elevator or any kind of ADA support, never got to stay and paid for it. The property as advertised does not clearly specify that and intentionally keeps the information beneath layers. Please look at the booking.com page and you will understand what I am talking about. I pointed it out to the support line and there was not even a semblance of help or responsibility. I am so disgusted at the lack of support offered by booking.com that despite being a regular customer, have decided never to use your web site ever again. Over $ 3K wasted.

Excelente ubicación, limpieza, decoración moderna con todo lo necesario. La zona puede ser ruidosa. Los departamentos estan arriba de un local de hamburgiesas. Estuvimos en la unidad 21 que tiene ascensor con acceso directo. Muy amplia y luminosa. Es accesible. Me encantó el lugar, lo pasamos excelente y lo recomiendo.

The location was fantastic, and the apartment was big.

The bedroom was very small and the bed was badly located, against a wall on one side. There was only one bed side table and no light on the wall side. There were no blackouts. The apartment was on the 4th floor with no elevator.

Location on Newbury Street was perfect. Our rooms had street view and operable windows, which was great

Because there is no reception, storing our bags was inconvenient. The pottery shop down the block was, however, super helpful.

Very central, tea and coffee provided.

Lots of stairs and no access to the lift. Difficult to get heavy bags up to the room. My husband is 75 with mobility issues so very hard for him. Air con wasn’t set correctly, time was wrong and it was too hot. I had to adjust it but no instructions.

2 wash cloths for 3 adults in a 1bdrm rental. Requested 3x for more to be delivered. Delivered 2nd day after showers. Thin spring mattress on pullout couch low quality and unbearable to sleep on. Adult daughter slept on couch cushion. Requested mattress topper and was told one would be delivered. Then received a message from Sonder they would not deliver one. Entire apt infested with ants. Both my wife and daughter bitten multiple times. How is a property with these issues associated with Marriott? Paying what we did while having these issues is unacceptable. Sonder issued a $50 credit to be used on a future stay which is an insult. And our view was of alley garbage cans with garbage trucks loudly loading garbage at 3am. Bathroom toilet paper holder broken. We will NOT stay at a Sonder property in the future and will be reporting this property to Marriott.