The Circ Hotel Hollywood, Sonder — Hotel in Hollywood

First off I want to say thank you for the online support team (that isn’t located at the hotel) for helping us with our concerns on the room and services.

Second I’d like to warn the public that what your paying for is what your going to get here.

Miscommunication Is a Key Issue here at the Circ:

The Pool Issue:

We booked a room here at the hotel with the intention of using both pools that are on the building. One small pool on the hotel’s end and a large pool with a garden on the residence’s side. We looked through reviews on the place and read under one review that we could use the 2nd pool if we’re escorted over to the residence’s side.

Also we confirmed before arriving on the Sonder Support Chat (2 Times) that we could use the 2nd pool. So we were really excited about heading to Circ. When we arrived we were met with a lady who was at the check-in desk. We asked her about the 2nd pool and immediately starts shaking her head and said “nope… nope, residences only”. And then we proceeded to ask about the review on how we could be escorted.. and without letting me finish she kept shaking her head and proceeded to say “nope…, residences only”.

We were already incredibly bummed about hearing this due to the 2 confirmations through Sonder support that we could use the 2nd pool.

Circ should be communicating with Sonder about what can and can’t be done, and both should have a mirrored policies.

Sonder staff need to be trained in how the selected Hotel that they support, runs and operates.

Cleanliness wasn’t Circ’s Strong-suit

When we arrived we were met with a few issues here. We noticed left over eye contacts by one of our bedsides along with eye contacts stuck to the wall beside our bathroom sink which really disgusted us from the start.

We also noticed different pieces of long black hair in the bedsheets in both beds which weren’t from us as none of us had long black hair. On the bed frames were large white scratches most likely from guests moving their luggage beside it or maybe even by vacuums.

Out of the room there were left out empty trash bags lodged in the elevator doorways which kept the elevator from moving, and in another elevator we saw a white empty trash bag just left there..

In the gym we were thirsty for water, luckily there’s a water dispenser there. Issue was we were scared of using it due to the filter light being on, and wasn’t replaced through our entire stay.

Lastly is the absurdity of setting up cleaning 2 days in advanced.. I understand it’s a Sonder policy but who in their actual mind will say “oh yes Friday night it’ll be messy, let’s setup a cleaning that day”.. Weeks in advanced of the trip..? ESPECIALLY with everything we walked into. It’s a shame.

Cleaning doesn’t seem to be as attentive as much as they should.

Feels to be a lot of carelessness in terms of keeping the place appealing.

For a company (Sonder) to state in their app that they prioritize cleaning, just to witness what’s happened on our trip, seems like a slap in the face

Nothing seemed to work as intended:

We already knew we were in for more trouble when we’ve seen the state of the hotel as is. Next to our beds are outlets for charging either your phone or iPad.. None Of Them Held The Charging Bricks, and kept disconnecting our devices whilst charging. We had to leave the bricks out of the charger slightly on an angle to just get it to start charging.. all for it to disconnect again and again, they were incredibly lousy.

There was a light that kept flickering on and off and became inoperative above our room mirror which became annoying over time.

The tap phone to enter system for entering the room and accessing the elevator made me want to bash my head into a wall b/c it almost never worked.

Overall the room looked nice, and the views were great.. but dear god the services are lackluster and the care of cleaning alongside things just simply working just.. didn’t exist. I will not be back to Circ, and I am never using Sonder ever again.

I do appreciate the late checkout for free...

I do not know what to say, but this place has changed a lot during the past 2 years. My wife and I stayed here in 2019 and had a wonderful time, hence why we returned to celebrate our 13th wedding anniversary. First, let me say what they did get right …. My surprise (rose pedals around the room, chocolates, plus the upgrade to the Presidential Suite) was done in time and was appreciated. But then that was it, from there it was all downhill….. I got to say the rooms were clean except for the toilets which apparently you can tell they did not clean properly (urine stains all under the toilet seat). I tried to contact the front desk our first night to mentioned and request a cleaning, was not able to get a hold of ANYONE (like a ghost town). Finally my wife spoke with someone on the 2nd day, they said cleaning occurs after 2pm, so we waited. 4pm passes, nothing, I called again and now they said after 4/5pm. Ok we waited again, nothing. I went downstairs and finally spoke with someone who stated they were the manager, but I find that hard to believe as the gentleman appeared like he worked valet, long story short when you book cleaning (yes you have to book cleaning services), it’s a 24hr advance notice and the person(s) we spoke too, should have mentioned that, we’ll that doesn’t work as we check out the following day. Manager just said sorry and that’s it. Nothing to help accommodate the issue we had, or the lack of correct information we received twice from prior agents we spoke with. Towels, it took me the whole day to get towels (like earlier) calling over and over to the front desk, ghost town. Then we were trying to call downstairs to help get something from our car, parked in valet, but didn’t want them to pull the car out to the front just to get an item, but again, not able to get a hold of anyone. Customer Service is horrible here. Now let’s get to the amenities, before Olivia was open throughout the day, you can have breakfast, lunch, dinner and sit by the bar anytime, that was great last time. Not no more, Olivia only opens at 5pm. Rooftop pool, nice, but if you want to hang out at the pool during the day and have a great time, you can’t because there is no rooftop bar anymore, no music, nothing. Just a regular pool. The bar that is closed down, apparently does not open until 5:30pm (we’ll that’s great and dandy, if this weekend wasn’t raining all evening and the only pool weather time we had is during the day/afternoon). Again, 2 years ago, pool bar was open throughout the day. Valet is a bit pricey for the area. On our first night, my wife and I wanted alcohol around 3pm, but was told the hotel has no alcohol to sell anywhere on properly until 5pm when Olivia opens, what kind of hotel is this? Even most Holidays Inn’s, you can buy beer from the shop or have an indoor bar to hang out. For the amount of money I spent, I could have spent a lil extra and stayed at Hard Rock, which will be our choice next time. We will not stay here anymore, also seems like they are under new management? Perhaps that’s the reason. The rooms are really nice and big and for the price it is a great deal, but when it comes to customer service, amenities and entertainment, it is horrible. One last thing, on Sunday (9/5/21), we were at the pool with my kids and a gentleman casually walked by the pool sat down and sparked a blunt right in front of us and my kids (what the hell), I said something to the gentleman and he apologizes, but he appeared to be heavy sedated on something. Here is the next scary part, he had a gun list laying on the pool chair, like nothing. My wife was very nervous about this (with good reasons). Remember when I said ghost town earlier?? Well can you guess?? Wasn’t able to get a hold of ANYONE to even raise this alarming concern. After about an hour he left. What if there was an emergency? Who do they have working here that no one ever answers the phone. Do...

We stayed for six nights.

Had to pay for valet or play musical cars so you don’t get towed every day. Never mentioned the parking hassles when not using valet service in hotel description.

It was way too easy to walk into hotel or to use the elevator, no verification needed.

There was a bad smelling scent when walking into the lobby.

Safe didn’t work in the room

Missing the iron

Coffee maker had grounds in it

A lot of hair on tile floors and found hairs on the clean towels. Text customer service and they said they would take care of the iron and clean the floor again.

When we got back to room all the hair was still in the same places. Housekeeping cleaned one more time while we stayed there and the floors had more hair on them than when we left the room.

I asked for some clean towels and extra trash bags one day. They gave me towels that smelled like food and one black 45 gal trash bag. I wanted the small trash bags that went in the rooms trash cans.

I didn’t like how we have to lay our trash outside of our room or to see people’s trash or dirty towels in the hallway while walking to the elevator.

The hotel should have a service elevator. We kept having to wait for another elevator because of employees in the elevator with equipment or food.

December 26th 10:30 or 11:00am. I texted valet to pull vehicle up and it was not working. Asked young vallet girl about this issue and she told me that I had the wrong phone number for the vallet. She said the phone number I had was for the sonder hotel. She said we’re not with the sonder hotel, we are a separate entity. I gave her my phone number to look up my truck, Then she told me that someone entered my phone number incorrectly. I asked if she could correct my number and she said no. I ask can you refund my vallet prepayment and enter my correct phone number. She said she could, but it would take up to 5 business days to get my refund. I asked to speak with her supervisor and she told me that she was the supervisor. I asked again, then you can not update my phone number so I can text vallet to grab my vehicle. She said no sir. I told her can she grab my truck and she said someone was getting it for me right now. She walked around the corner and then pulled up with my truck. She exited my truck and walked towards the circ hotel entrance away from me and didn’t say a word to me. I yelled thank you to her and she waved back at me.

My wife’s allergies would go crazy and she would be sneezing up a storm as soon as she walked into the room. I think it might have something to do with the old carpet in the room.

We didn’t have house cleaning come in our room except for two times. I asked the front desk if they could change my bedding when they cleaned my room that day. He let me know we had to give 24 hour notice for that. The barley cleaned the toilet bowl. It was nasty. This is the main reason why housekeeping only cleaned my room twice while we stayed there. I don’t trust people in my room and they weren’t cleaning well when they did clean. While we were staying in the room, there was other people’s hair coming up from the carpet. We purchased sandals from a store so we didn’t have to walk barefoot. Also got on my hands and knees to wipe up hair with bleach wipes. Very nasty.

My wife’s sister died on December 25th and we were in town for the funeral. I was trying to get a better hotel and didn’t skimp on my hotel cost. I was very disappointed with the customer service and Hollywood’s hectic rude people. I will not return to sonder hotels and will never refer anyone to the...