The Point by Edge — Hotel in Orlando

Do NOT book here! I recently booked a room for my family of 8 here. All I was asked for was my card information and my license, okay that’s normal. However what I was not expecting was to receive an email not even a week later saying my reservation was cancelled. I was confused and shocked to have received such a notification. I went quickly to look for answers as I called and replied to the email. The people at the front desk were no help as they couldn’t help to explain as to why my reservation was cancelled without anyone discussing it with me. I received another email shortly after saying my account was flagged for the reason of that “We only accept reservations we’re confident won’t violate our house rules.” When I read this I was baffled and confused because all that I had given them was a picture of my license and I had gone over their house rules. I am 20 years old and the minimum age requirement is 18+. For context, I am an Asian/hispanic female. I do not have any criminal record and I’m a medical student. So for a reason like that it’s only to assume that by my license I look as though I’m a delinquent so they had to decline. My trip was only a week away from once they cancelled this and a refund process takes multiple days and the availability for a family of 8 is quickly reducing. I felt very prejudiced against because I had only given them information about my license. I later on booked under my mother’s name. Hoping that maybe it was just my young features that they would think that I would have no class and trash their establishment. After carefully reviewing again their policies I saw nothing and continued with booking giving them another chance. I kept checking my emails to make sure they didn’t cancel everything and it seemed to be going well until today 4/7. My trip is 4/12 and I received another cancellation. I was so upset to see this because it was days until my family trip and I knew their would be no availability left anywhere else. I called immediately only to be told the same thing. I couldn’t be transferred anywhere or be able to speak to a manager. I was told again to respond to the email. I responded to the email asking to speak to a manager or someone in charge at 11:17 a.m. I never received a response again. The costumer service is ridiculous and I felt very discriminated against as my family and I have only given a picture of our license. I am not the type of person at all to cause a scene or to even right a bad review but this was incredibly unprofessional. I was hoping to book at this establishment as it had amazing reviews and it looked not only beautiful but it was close to our destination. Now I have to wait for my refund to be fully processed to look for another hotel where their will be no availability. I am extremely...

Last Edit :

I initially gave my feedback assuming that Sonder and The Point were the same management, but I’ve since learned that they are two separate entities managing this property. After this realization, I want to clarify that The Point Hotel deserves a solid five-star rating for their outstanding service, while Sonder doesn’t deserve any stars at all.

During a dangerous storm in Florida, I had a reservation with Sonder, but they canceled it and refused to accommodate me, leaving me worried and without a place to stay during such a critical time. On the other hand, The Point Hotel management, led by Nathan, along with the reception team, went above and beyond. Despite the storm, they made sure I had a room when Sonder wouldn’t, showing incredible care and professionalism.

If you’re considering staying here, I strongly recommend booking directly through The Point Hotel rather than with Sonder. While the rooms may be shared between the two management companies, The Point is the one that truly takes care of its guests. Sonder, unfortunately, does not.

Special thanks again to Nathan and the team at The Point for their amazing hospitality during a challenging situation!

Edit: all respect to the team I’ve only dealt with amazing people /amazing customer service but unfortunately after staying for almost 2 months in this place and the other sonder in downtown the management decided to cancel my last reservation without any reason which is completely shocking and unacceptable. I confess to have broken maybe one of their rules by smoking once and got an email / first warning and acted accordingly . Idk maybe to fine me as per their policy or whatever should have been the action…. BUT to cancel a reservation AND REFUSE TO GIVE A ROOM to a customer that has been staying for two months in the last 3 months just too extreme, crazy and unheard off . Good job to whoever took this stupid decision you definitely lost a customer with a very high LTV that is always traveling around the world.

Amazing place , staff , and great great value for money really as with all Sonders . Definitely my fav place to stay from now on . I will be sure to look for a Sonder in all countries I go to . Special thanks to Daniel for going out of his way and accommodating guest requests and ensuring a seamless and smooth stay . Keep the amazing quality and...

Short version: $15 parking nightly fees. And it has to be for the duration of your stay, not only the nights you may need. Asking for support is pointless as they are inflexible with their policies.

Full version: I booked a reservation at this hotel via Priceline using their portal filters of “free parking”. This hotel populated in the search with vague language about parking. “Private parking, payment may be required”. You Will only learn about their inflexible policies regarding parking after booking. The Parking here is $15 a night and you have to pay in advance for every night of your booking, not only for the nights you may need. For example, I booked 8 nights, and will have to pay $120 and $15 in taxes if I just need one night of parking. When I requested support via their app with a service chat representative they just mentioned their policy and there’s nothing they are willing to do to support further with individual requests. I was redirected to Priceline for additional support with cancellation but Priceline will bring you back to this hotel. I spent over 3 hours trying to get support without any resolution. I’ve exhausted every route there is to get this reservation canceled because of this parking issue, but requesting support from this people is a dead end. They hide behind their policies and happily take your money without remorse for their lack of support.

DO NOT BOOK THIS HOTEL! Wether you have a car or not, they will absolutely do nothing to support or even try to do the right thing if there is a vague policy that gets them out of any liability. THE WORST BOOKING...