Sonder by Marriott Bonvoy Pivot Apartments Capitol Hill

Super comfortable, great location, modern...

Liked: This was a fabulous place, so much nicer than a hotel we had stayed in downtown. Clean and modern, comfortable, really pleasant. Glorious bed, great shower, nice tiny kitchenette, subtle air-conditioning. The walls were basically glass, so some people might feel like they're being observed, but we didn't mind. Easy to get in with the codes and the neighborhood was pleasant and not as scary as some of the downtown ones. I wish we'd stayed here the whole time. And a great Pho restaurant right downstairs.
Disliked: It was really annoying that we couldn't see the codes in the email directly and had to click on a link. The app wouldn't open on my phone! Luckily I was traveling with my laptop and could open the email, otherwise we would have been really screwed. Next time, just send the codes in the email please.

Great location!

Liked: The property was very clean, and I appreciated being able to manage my entrance through the app. It’s also in a great location.
Disliked: Everything was great, nothing to comment here.

Pleasant

Disliked: Carpet was frayed edges curled up could cause you to trip amd fall.

Superb

Liked: We had everything we needed in the little apartment we had, there were also laundry facilities in the building which we could use easily without paying anything.
Disliked: The only problem we encountered was that we could not connect to the wifi before getting in the room and we needed wifi to access codes to enter building.

Well-located, efficient, contactless stay on...

Liked: This is a completely contactless experience. No staff. The electronic entry worked well and the facilities were clean and well located.
Disliked: The contactless aspect—no humans— is a little weird. The building is somewhat oddly shaped with long corridors around corners. Near a fire station so can be a little noisy.

Good

Liked: Location was great
Disliked: Parking was frustrating to deal with. Constantly moving the car or trying to find decent safe lots were annoying. I would stay again if we did t have to deal with the lack of parking issue

Awful service, decent facilities

Liked: The facilities were decent and fairly conveniently located.
Disliked: The check-in process was awful. I very rarely complain about customer service, as I’ve worked many years in the service industry myself, but this was just terrible. I had to reach out multiple times to Sonder customer support to try to get the room number, access codes, and other details; as for some reason, they were not provided when I booked. Additionally, there was no information in the booking letting me know that parking was not available or included and that we would have to drive around the adjacent blocks and pay an exorbitant amount for parking in whatever lot we could find (we called Sonder and were told that this and the very limited hours of street parking were our only options). This would’ve been nice to know in advance. When we finally made it inside, I realized that the room number was not provided to me by the person who I had to message multiple times for the access codes. So I then called and was told to either create a separate account on their website (I used the Booking app for this stay) or download their app to see my room number. The woman on the phone made me do this step by step at 11pm while I was waiting in the lobby (there is no in-person service at this location). Only after she said “there, now you can see the information” did I realize that she was looking at my booking info the entire time and could’ve just told me my room number. I asked why she didn’t, which she didn’t answer, and at that point I hung up. Thank god I didn’t need any other customer service from these folks.

Bad

Bad

Liked: Location
Disliked: Upon arrival late in evening , we were given wrong code to enter our room and had to call remote person in Philapines who kept me on phone over 1 hr before a brusk gentleman with no communication/ people skills showed up and gave us an insecure code to enter as he now has code...then stayed 2 days WITH NO HOT WATER......parking was very far away and no instructions given there. I have been a Marriot Bonvoy member since inception and request a full refund as I have never stayed at a Marriott property with this level of no communication, almost no access to help or fix no hot water or help with where to park....it was awful and please refund or I will post on line my horrible experience on many many sites. Just plain awful experience!