Sonder Apollon Apartments Old Montreal — Hotel in Montreal

⛔️‼️Before you decide to stay in this extremely bad and horrific place, read my comment carefully⛔️‼️ my stay with them was the worst experience in my life ever. I have traveled to several countries and lived in several hotels and places of residence, but the ugliness and extremely bad of my experience with them was something I have never seen in my life. Racism and hatred from day one, and it was very apparent in their dealings and malicious, covert behaviours, poor communication, and all they wanted was money in exchange for the worst service. Due to their negligence and poor service, in the first apartment I stayed in, there was no hot water. I told them and they behaved in a disrespectful and inappropriate way and came to check in a way as if they were checking whether I might be lying or not. A rude manner that reflects their disrespectful manners with me as guest. Then they changed the apartment. There was also severe neglect in the second apartment, as there was no heating. Also, due to their negligence, the fire alarm broke down one night in the building, and its sound disturbed me all night and I was unable to sleep. They also do not respect appointments. I booked a cleaning appointment with them, and on the day of the appointment, no one came to clean. I contacted them again and they booked an appointment, and I chose the appropriate time for me, which was 2 p.m. But without respecting the appointments, they came to clean at a time other than the agreed upon time, and one of the cleaning ladies was racist and rude in her treatment. When I asked one of the reception staff to help me carry my luggage, he was rude and hateful in his dealings with me. He carried my luggage violently and was rude. When I asked one of their employees for some kitchen utensils, her looks at me were full of hatred and loathing. They charged me 4,000 Canadian dollars for extremely bad service and disrespectful and racism treatment. I have never seen anything more horrific than that. They also unjustly and slanderously assaulted my reservation, canceled it in the middle of my stay, took my money, threatened me, and treated me with the utmost atrocity and ugliness. Manipulative, fraudulent, swindlers, looking for anything to attack my bank account and steal my money. They unlawfully stole 250 Canadian dollars from me, in addition to canceling my reservation for 8 nights without refunding my money. When I communicated with them and discussed, I found nothing but manipulation, lying, more persistence, attacks on my bank account, and the theft of my money. When I call, they say they will held the call for two minutes, and I kept waiting for more than a 15 min without respecting my time or waiting. And I called again, and they closed the call while I'm talking, and they did all this to me after defrauding, lying, canceling my reservation, and stealing my money from my bank account without my knowledge. I also informed their manager at beginning of my stay about the racist behavior of some of their employees towards me, and his response was even worse as he tried to gaslight me and said that the problem was in my understanding and not in them. In my life, I have never encountered hotel management and customer service so bad, racist, theft, fraudulent and manipulative. They are narcissists, fraudulent, manipulative, disrespectful, unprofessional and racist. All they care about is my money and how to steal as much as possible in any way possible. Unjustly attacking my reservation without refunding my money, manipulation, fraud, miscommunication and lying. I will never silent about what happened and I will take my rights under the law. I summarized for you the ugliest, racist and extremely bad residency experience in my life, and what happened in reality is more bad and uglier than this.(My advice: Do not stay here. They do not deserve even a single dollar from you. If I were offered to stay for free, I would not come. My health and peace are more important than these racists and manipulative people. Please read what in the...

Here is the email I sent to Sonder, as I hope they can work these issues out:

The space itself was gorgeous - phenomenal rooftop view, very cute sauna and steamroom, and very cute hot tub and seating area. My room was gorgeous and had a cute view. It was the perfect amount of space for one person to enjoy a weekend in Montreal, and the building itself was stunning and felt high end.

However, there were quite a few things I found shocking due to the sticker price. $820 for a 2 night stay, the lack of attention to detail was, in my opinion, unacceptable.

Front desk staff were friendly once engaged, but overall seemed slightly confused about exact rules, and were inattentive. My experience at this price range at other hotels is that I am attended to with great care and attention, and assisted upon entry.

I used the Sonder app to request different tea, and extra blankets. I was told there was green tea, then I was told the location was out of green tea. I was told they were also out of extra blankets, but could offer me extra sheets. I brought a plug-in heating pad from home, thankfully, otherwise I would have been very uncomfortable. To have only 2 types of tea and to be out of blankets, I found shocking. I found the experience of chatting on the app to also be lacklustre - the attendants on app did reply quickly, but it seemed like they were absolutely clueless as to the actual location, like they were outsourced to some third world country. Before departing my city, I also asked on the app if they could detail the exact gym amenities because I wasn't sure if I should bring a bathing suit. The app chat person didn't know, and just kept saying they had wellness gym amenities. It was like talking to a brick wall without a brain. (Sorry, haha. But it's true.) It was immensely frustrating and if the chat had been handled by someone who was actually familiar with the location, this would have been immediately answerable in detail.

I also noticed there were no slippers, and no bath robe, both things I have experienced at every single hotel I've ever been to at this price rate, and even much lower cost per night. This lack of attention to detail really made the experience not worth the sticker cost.

Additionally, the bathroom on the rooftop was out of toilet paper multiple times. I had to ask the staff to bring toilet paper. The hot tub, on the second day I was there, had layers of skin oil grime around the entire rim. One of the workers kicked people out of the hot tub at noon on a Sunday - which is prime hot tub time - in order to clean it. This cleaning should have been done more often, and at off hours, when the pool is unavailable to guests.

Late checkout was available, then it wasn't available. I've never had the option for late checkout removed anywhere I've ever stayed, ever. This took away from my experience considerably, and took away from the luxe experience.

Staff also did not answer texts or answer the phone.

I'm used to more care at this price point.

Gorgeous space, but needs additional attention to detail in order to be truly worth this price.

Oh, I forgot to add - check out is at 11 am. At 10:45 am, a cleaning lady banged angrily on my door and told me I was late in leaving. I told her “check out is at 11: it’s 10:45. I have 15 minutes.” Absolutely insane. Made me feel like it’s just all a money grab with no attention to guest experience.

Location was amazing and rooftop view was amazing but I don’t think that is enough for me to...

This was my first stay at a Sonder Hotel and definitely not my last.

The online customer service is top-notch, pretty much instant communication and they helped me promptly resolve a user error payment issue that was relatively stress free for me, in fact it was a very pleasant experience dealing with customer service.

When you book, you need to provide ID so they know who is using their facilities. This makes the actual check-in process seamless - I downloaded the app and noted my check-in time. Upon arrival, I used my personal code to get into my room - no need to speak with front desk, which, after a long day of travel is perfect!

This specific Sonder has amazing amenities: Coffee in the main lobby (bring the mug from your room) Complimentary locker access for guests in the basement An accessible entry/exit from the basement A wrap-around rooftop (seasonal) sitting area and hot tub, with views of the skyline and river. A modern gym with wqter station, cleaning supplies, towels and weights, machines, and mats. A steam room and sauna and towels. The location itself is close to everything, walking distance to most Montreal sites/streets and easily walkable to the Metro. A bonus perk is being close to old-Montreal that you can come back to use the washroom or rest whenever you need.

In regards to the room, it was very well layed out. I was on the top floor close to the gym in a studio room. The bathroom had body wash, shampoo, and conditioner and plenty of towels. The shower had two shower head options- overhead and hand held, and the prsssure and heat were fine. The kitchen was fully equipped- like you could make an oven or stove-top meal if needed since it comes with pots and pans as well. There is also a full-size fridge and mini freezer, microwave, coffee maker, kettle, sink and dishwasher. The studio room had its own sitting room/tv room with a very large closet. There was an additional table and chairs next to the kitchen and a washer and dryer with iron/board if needed.

The only thing I'd mention is that the duvet cover isn't the softest, it's a bit plastic-y feeling and also the windows seem to be single-pane, which means you can hear everything from streeet level. The only issue with that is the building is close to a night-club and the guests are quiet noisy upon leaving for the night. This isn't Sonder's fault and they do provide ear plugs and a noise machine for comfort.

Overall, I was very pleasantly surprised with my stay at a Sonder and am looking forward to...