Sonder is a hotel where all staff is remote and they have no local knowledge about which of their rooms are noisy or have windows. They didn’t even try to capture the most basic metis in their centralized system.
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You can practically only reach Sonder support through the chat option in their app, yet it deletes your chat history when you close it. And they sometimes follow up through email, but you can’t reply to those emails
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Replying to @thijsniks
Ditto my experience—Sonder's still feels like an experiment in operations-optimisation, with guests as human guinea pigs. But, their growth and persistent strategy suggest consumers don't mind the trade-offs.
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Replying to @janchip
There is a lot of basic stuff they could fix, which makes me wonder what they are learning from their experiment. On average, guests might just not care indeed.
2:43 PM - 6 Jun 2021
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