StayCozy at The Frankford — Local services in Philadelphia

The worst travel experience I’ve ever had. Do NOT book this property.

I booked this aparthotel through Booking.com for a birthday celebration and left two days early due to unacceptable, unsafe, and unsanitary conditions. We are still waiting for a refund.

The first unit had a broken freezer that ruined our groceries. The host offered another unit but delayed the move until morning, because they realized it hasn't been cleaned, but only after we asked. When we tried to access the new unit, the key fob was missing and the code to the original unit was changed-locking us out. It took over 20 minutes to regain entry.

The second unit smelled strongly of marijuana, had visible bugs, and was not properly cleaned. We attempted to make the space tolerable on our own with air fresheners and fans.

A handyman was scheduled to fix the keypad at 3:30 PM. We waited, but no one came. As we finally got to prepping dinner, a storm began-rainwater was pouring into the living room and one of the bedrooms. The window had a large gap at the top. We sent video proof to the host. They claimed someone was “on the way,” but no one came.

The next morning, still no communication. We contacted Booking.com, and only then did a handyman arrive-far too late. We packed up and left for another accommodation that we paid for out of pocket.

Booking.com’s customer service was insulting. I was placed on holds, hung up on, and ignored. One rep pretended they couldn’t hear me but kept responding.

This trip was meant to be joyful. It became a stressful, infuriating, and unsanitary mess. I’ve filed a formal complaint with the BBB. Booking.com and this property should be held accountable. BOOK...

The apartment is huge, clean, and very nice.

Be warned if you are traveling with kids, babies, light sleepers— The train was right outside our window and it was incredibly loud. When the train wasn’t passing, there was just a constant array of noises coming from outside. It almost sounded like something was hanging off the building and the wind was blowing it into the walls with a constant banging sound every few minutes. The ear plugs provided downstairs were a nice touch but I couldn’t sleep with something in my ears like that. Obviously there isn’t much that can be done to eliminate the noises but I wish I would have known prior to booking how loud it was.

We also got back from a show after midnight and the code for our room wasn’t working. We tried it so many times for 5+ minutes and it wouldn’t open the door. There is no front desk or phone number to call so we were freaking out a bit. The code eventually worked, but if it hadn’t, there was no clear way to get help!

The sofa bed was stuck on an incline (we tried moving the head up and down) and was really thin and uncomfortable. Luckily I was just with my sister so we shared the bed in the bedroom. The bed in the bedroom was rock hard but it was fine.

The shower head needs to be replaced. I was just getting in to wash my face and body and the water was coming out of 5 holes and just splattering instead of rinsing. I couldn’t even catch the water in my hands to rinse my face. I was trying to not get my hair wet, but if I had it would’ve taken 25 years to rinse shampoo and conditioner out of it.

For a room that cost me $260 for one night, I had higher expectations of little...

First time staying at a Sonder property and I’m super impressed.

It was easy to access the building and room using the provided pin. The apartment was clean. I liked that all the bedding and bathroom towels were white so I knew they were washed. They got all the little details with the layout right. Stuff like reading lights, towel hooks, bed bench, tables, mirrors, dish ware, shades, Roku TV, and probably more.

The combo washer/dryer unit in the closet had me thrilled. When I saw it I thought, cool but I’m gonna need to go buy detergent. Then I saw the little container with 3 detergent packs.

I paid a little over 300 bucks for 3 nights which is a great deal considering the amenities and location. They also give you the option to check in a few hours early for an added fee which I did but also felt a bit gouged. Gotta make their margins somewhere I suppose.

The only downside which everyone has mentioned is it is LOUD. Personally it didn’t bother me much and I used a white noise app on my phone to sleep. But there is noise from within the building like water in pipes, people walking in the units above, TVs from rooms on the same floor. And then outside noise from the train, car stereos, you could even hear conversations people were having just...