Yelo Lumière Hotel Centre Ville, Sonder — Hotel in Grasse

The hotel staff let me know during check in that their system was down and we wouldn’t get any key cards for our room. I thought they were joking at first. They assured me that they’d have it fixed soon and we would likely receive them the next day. We were staying there for 4 nights so I hesitantly believed them. Having to ask their staff to go open our hotel room door every time we wanted to come into our room was so awkward and inconvenient for everyone involved. The next morning I asked about the key cards and a different employee told me we would not get them during our entire stay, because the issue would be fixed next week. For the next 4 days we had to plan coming in and out of our room so that we would have the least interaction with their staff to not bother them. It was a terrible experience. We also didn’t get the hanging door sign that says Do Not Disturb. We didn’t want anyone coming into our room while our dog was in there by himself. So we told one of the staff to please advise the cleaning crew that we didn’t want service. The next morning while we were away they came into our room with my dog in there by himself and all of my expensive belongings out. I felt very violated. I called and spoke to another employee and told her too, and the next morning they came again. We then asked a third employee for a hanging door sign and he said he’d go get one and never gave us one. The cleaning crew came in every day during our 4 night stay. Also when we first arrived our bed had a bunch of long black hairs on it which I had to take off. I would never...

Deeply disappointing experience with Sonder – avoid if you’re relying on them for a stress-free stay.

I had booked a stay at their Cannes property months in advance via Booking.com. I requested a change in my dates (which was included in my fees AND 8 weeks before the date of arrival,) and received a written confirmation of the same. A week before my trip, while getting the documents together, I realised that Sonder had not actually changed my dates (despite agreeing to.)

After over three hours on the phone with Booking.com and Sonder, it became clear that the integration between Sonder and Marriott had failed to update my reservation. Booking.com acknowledged the issue, but Sonder refused to take accountability.

I’ve since called, texted and followed up with Sonder multiple times, been put on hold for hours, transferred to different teams, only to be told they cannot accommodate me (by a rude and extremely nonchalant team member), offer no alternative solution, and tell me they will “call me back” — which, of course, they never do.

At this point, everything else in the South of France is prohibitively expensive, and I’ve been left scrambling despite doing everything right as a customer.

If you value your peace of mind, want decent (forget good or respectful) customer service, actually want to have a booking intact and not second guess it after paying months in advance or have travel plans that are time-sensitive, look elsewhere.

Absolutely horrendous experience. Save...

Whilst this is a very well decorated, clean and comfortable hotel the management of it is lacking. There are no sockets on the side so you have to make a coffee on the floor, the toilet is too close to the sink unit so you cant sit down, the windows onto the main road are single glazing so lots of sound comes through. After booking I was inundated with various emails saying I had to take action immediately to check in before arrival. I had to create an account and then download an app. Filling out my details numerous times, wasting my time. The telephone number is also in the US so good luck calling them and not paying a fortune. Finally after my stay I tried to give feedback to the property and post a review and they only allow 200 words and they post the reviews themselves so they can vet them I guess. Very impressed with the staff and comfort but some...