Duane Street Hotel Tribeca Sonder by Marriott Bonvoy

Exceptional

UNACCEPTABLE

Liked: Subject: Urgent Complaint and Request for Full Refund – Unacceptable Stay at SonderDear Booking Customer Support,I am writing to formally request a full refund for our recent stay at one of your properties, which was deeply disappointing and entirely unacceptable.To begin with, the images and descriptions on your booking and marketing platforms are seriously misleading. What we encountered upon arrival bore little resemblance to what was advertised.We arrived to find no concierge, no staff, and no doorman, just a code for entry. As tourists arriving without Wi-Fi access, this created immediate and unnecessary stress. The lack of on-site support was particularly unsettling.The condition of the unit itself was even more concerning:The bathroom sink was only partially attached to the wall, making it unsafe to use.All towels were damp and smelled musty, as though they hadn’t finished a drying cycle — an unhygienic and unacceptable condition.The windows were extremely dirty, making it nearly impossible to see outside.A massive air conditioning unit was installed directly above the bed, causing discomfort and preventing us from getting any sleep.Overall, the room was in very poor condition, and far from suitable for a paying guest.This experience was an extremely stressful and disappointing introduction to the city, and we were forced to leave the next day with all our luggage and find alternative accommodation — a significant disruption to our trip.We are therefore requesting a full refund and expect this matter to be resolved promptly.Please confirm receipt of this email and let us know when we can expect the refund to be issued. We have tried to reach you over the phone without success. Sincerely

Pleasant

Liked: Bed
Disliked: Parking too far from property

Absolutely terrible. Never stay here...

Liked: Nothing.
Disliked: When we arrived for check-in, they had given away our double queen room that we reserved and paid for, and put us in a single queen room. I then called customer service since there was no one at the front desk, and they put me on hold for an hour and never came back. We ended up with my husband and son sleeping on the floor. I will never stay here again and I am disputing the credit card charge.

Exceptional

Liked: extremely silent! Great bed!

One of the best stay...

Liked: I loved everything in that place. The location was great, central location to everything. When I arrived, I instantly felt like I was home. I deeply loved the place, super spacious for one person, love for the large windows, just be cautious of the vis à vis but everything was great.
Disliked: Unfortunately the lobby space was party closed due to renovation, so was not able to fully take advantage of it, but this is a reason to get back to this place when I am in New york. Otherwise, the small lobby was functional with water at disposal, lockers self service and plugs for charging phones.

Exceptional

Great stay in the heart...

Liked: Great location and room size is generous for New York. Really liked the free storage for my bags on the ground floor
Disliked: It’s not an issue but just need to remember the door code to get it in each time!

Exceptional