FOUND Hotel, Santa Monica — Attraction in Los Angeles

Oh Sonder, you make me wonder. I am a former Housekeeping Supervisor with 5 years of experience in hospitality, so I know the industry well. Let’s break this down.

Check In: The check in was very simple especially if you have the app downloaded and such, BUT there was no effort to explain the amenities or get to know us as guests and about our stay—or how they could elevate our experience. **We did try to check in earlier. You have to wait until the day of to see if you’re approved or not, which is inconvenient. Our request was declined and they offered a 1-hour earlier check in and immediately charged us $29.99 (even though we hadn’t confirmed the time they suggested). I had to contact customer support on the app to get that removed. We did consider using the lockers, but glad we didn’t because there are only 5 large ones and 10 small ones.

Security: You need an access code to get into the building. and your room which makes things extra secure. There is a security professional onsite as well to give you piece of mind.

The Room: The room is standard and as pictured online. The beds and pillows were incredibly comfortable. They offer ear plugs, coffee, a refrigerator, iron & board, etc. Cosmetic-wise, there were notable streaks on the wall, likely water damage from the AC. **There are no guides for individuals new to the area and no phones in the event you needed to call the front desk with questions.

The Bathroom: There are typical amenities (shampoo, conditioner, soap, etc) but not in the small bottle form as most hotels have. My biggest issue with the bathroom is that there is no place to put your toiletries in the shower itself. We resorted to putting things on the floor which is inconvenient.

The Location: Sonder is located on Santa Monica Blvd with convenience to two buses and walking distance to many others. We were incredibly close to the pier and Venice Beach.

BEWARE: My biggest issue with Sonder is the fact that I asked housekeeping to make both of our beds. We returned to find only one made. Their excuse was that they have a policy that states they cannot make a bed if there are personal items on it. I have NEVER heard that before. As housekeeper myself, you fold or put the personal items back on the bed after you make it. If you don’t want your bed made, then tell the front desk. What was ridiculous is that they took some of the pillows from my bed and returned them to my friend’s bed, so they still in fact touched my bed (therefore violating their own rule), but chose not to make it. On top of that, my friend was using her personal pillow case (which would be considered a personal item), and they still made her bed with the personal pillow case in place (therefore violating their own rules again).

All in all, I like the concept, but believe they could be doing so much better if they considered some of the little things that go into...

We were used to get in this hotel when it was still powered by Sonder. This place was our home when we were in LA: the staff was very available for anything. In June, we booked as usual in this hotel not taking in count that it may have changed since it’s not sonder enough. What a mistake. I went there this time with my sister and my friend.When we arrived in our room a super strong smell of humidity came as soon as you open the door. The AC was stinking and the carpet was totally wet. I asked the staff named August to find a solution for this because I have lungs issues. He told me that he can switch for another room so I was happy that he found a solution for us. Then, in this second room, the shower was clogging, impossible to take a shower without overflowing. I asked again August at the reception about this problem. He told me and showed me on his computer that for tonight all rooms were booked. But tomorrow morning, people are leaving and then he could change our room the next morning. The next morning, just to be sure, I mentioned our issue to the girl at the reception. She told me that she was going to fix this and it would be solved when we will come back at the hotel. When we arrived around 5pm at the hotel, we saw that nothing was done in our room, still impossible to take a shower after a long and hot day. This time, I asked another man to help us and what he suggested us was totally CRAZY : he told us that we can stay in the room with the clogged shower at the 2nd floor BUT we have to take our shower at the first floor!!! If I want to walk around with my towels and my shampoo all around the hotel I’d rather go the campsite !! But what is even more CRAZY is when August, next to his colleague told him that it was not his fault, that he never told that he would change the room and it was because I’m French and I made mistake of translation. If you’re reading me August, my friend and I remember very well what you showed us on your computer (the free room in question) even if we understand well another language than ours. Finally, the manager (?not sure but I think he was) change our room and he was so sorry for us but then the staff asked the poor man in charge of the cleaning to clean the room in few minutes because other guests are coming and they are going to take this room with the shower problem in question. Of course instructions was to not change the sheets where we already slept one night (lack of time). For all of this, not a single trace a commercial gesture. Not to mention the fact that they remove all fridges from each room and that the laundry is now 1.75 while it was 0.75 under sonder… Looking for a new place to stay in LA now, we were so...

Very reasonably priced and the rooms were clean and nicely appointed, with all things we needed and nothing we didn't.

This hotel is an interesting concept- when you book, they ask for an electronic copy of your driver's license and also use your PC/phone camera to get a picture. Then they send you an electronic combination code to the front door and your room (or you can use the app on your phone), and when it's time to check-in you just enter and go straight to your room with no need to exchange credit cards or other business. Same for check-out. Most services are available via the mobile app. We did always see at least one person at the front desk, and in addition a security guard in the lobby (the neighborhood seems nice/safe, but it is in an urban area). Folks at the front desk were uniformly friendly and helpful. They do have housekeeping.

Pros: Rooms were spacious, clean, and in good condition. Beds were very comfortable. AC worked well. Rooms included a TV, small refrigerator, and coffee maker, and baths included shampoo/soap/conditioner in wall-mounted dispensers. There was also an iron/ironing board and safe, the usual hotel stuff. A chilled water dispenser was in the hallway, but otherwise no ice/vending machines. Onsite washers/dryers which can be paid with quarters or through a phone app (no digging around for quarters). Detergent pods were available for free at the front desk (thank you!) There's some free onsite parking in a garage under the hotel. The front desk warned us that it sometimes fills up. We were there during a busy weekend and never had an issue, although one night we got the last spot. The location isn't super attractive but is very convenient. 9 minutes from Westwood by car, lots of restaurants and shopping within easy walking distance. The nicer Sawtelle restaurant row is about a 1.5 mile walk. I noticed they have some interesting room choices available, e.g a room with two bunk beds to allow 4 people each to have their own bed. Not something I needed, but I imagine that might suit someone's needs for singles travelling together or families. Pretty stylish decor. There's a lounge downstairs with a pool table and a few tables. Honestly I think they're still trying to figure out what to do with that area: there's a bar but no bar-tender or other food/drinks. But a nice area to bring your own food in or hang out.

Cons: The bathrooms were somewhat small. On two consecutive nights, the power to our room shut off for 5 minutes once or twice each night. Most people wouldn't even notice this. No fitness center or business center (not expected at...