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I used Booking.com to make a reservation at the Sonder, The Randolph, in Detroit on 8/5/2023 through 8/7/2023. The room had several things broken and the room looked like it had not been cleaned. I talked with someone within customer relations at booking.com who said they would contact Sonder, as Sonder ignored my attempts to get them to care for this. I paid $295 per night for this in Detroit? The other issue is safety. The keypad you need to enter the hotel is next to the 711 convenience store. On Saturday night, I saw the metal detectors set up, outside of the hotel. So all of the other times, you are left trying to enter the hotel when very undesirable characters are right near you trying to get into the hotel using the keypad. It seems that the Detroit police used the metal detectors in areas they have had issues, and the only one I saw by a hotel was in front of the Sonder, the Randolph. The only person I ever saw was a security guard by the elevators and on the last day, the man that knocked at my door 45 minutes before checkout. I was so frustrated when I got to the room, due to the condition, I was not going to take even more time trying to find out how to contact someone. The reason, Sonder has you check in after 4pm and checkout by 11am. Trying to deal with booking.com was just as bad. They made it sound like they would get me a refund. One escalation manager said Sonder refused and one said they never responded. One agent left me on hold for a 1/2 hour then came back and hung up on me. They offered $50 when I paid $590 for two nights. I told them to keep it as that was not appropriate for what I was given when their site said it was a 4 star hotel and it was about a one star if that. I even wrote to their CEO and was just ignored. booking.com claims they use the feedback to address hotels, but I shared feedback on websites showing how bad this hotel is and they just ignore it. Booking.com seems to be only concerned with their $$$
Desired outcome: Refund
