Sosuite

“Unfortunately, this will most likely be my last stay at Sosuite at The Ovation – Avenue of the Arts. The check-in process was horrible and felt unsafe. Their guest portal was down during check-in and remained unavailable throughout my entire stay. The AI customer service is incredibly frustrating, especially when you need assistance from an actual person. I'm also concerned about being required to provide personal identification and a refundable security deposit when booking through Airbnb. I question how this information is handled and whether these requirements are properly disclosed. It's disappointing because I've enjoyed staying here in the past, but the lack of reliable customer service, technical issues, and security concerns have completely changed my opinion. Hospitality should make guests feel safe and welcomed, not frustrated and uncomfortable.”

“I had to call after my check In time to get my room number and it would be better if u could smoke or vape on rooftop I can understand not inside but the place is very nice”

“Host was terrible. I had an issue upon check in and didn't see an actual person until 10am the next morning. (1 hour before checkout) Don't get the bay windows it's not worth it to overlook an alleyway. Huge stain on the couch in 404. Strange smell. The AC barely worked. No body wash and a dirty bathroom. I asked host was there an iron on the property hours prior to check in, they insisted there was and there wasn't. This really ruined my outfit for my girlfriend's birthday dinner. Im local to the area and this was supposed to be a nice get away, but because of no one checking on basic amenities in the unit our trip was ruined. They offered a $50 credit on over a $300 one night stay. I'm not satisfied. Terrible communication. DON'T STAY HERE”

“The WiFi in our unit was unusable. There were stains on nearly every piece of furniture. The closet was really dusty and got our clothes dirty. The location is convenient and the communication is pretty consistent.”

“The unit was nice however the ac didn’t work and the bathroom could’ve been cleaned”

“Ben situat, però Molt sorollós. Falta equipamient tipus cadires. Només pots seure 2 a la taula. Vaig tenir de reservar 1 dia de mes, per poder sortir 5 hores mes tard.”

“There was a chair that was broken and I sat in it and fell hard backwards due to missing screws. The bed had a missing support in the middle and the toilet was full when I got there. Nice touch with water and pretzels but bed and chair are unsafe. Had to sleep on couch”

“The batteries in the smoke alarm were running low, resulting in a loud beeping sound coming from the alarm every 45 seconds. We tried to contact the hotel staff, it took a while to get someone on the phone. No one was on site to fix the alarm, so after about an hour of waiting we were finally put in another room. The room we got transferred to reeked of smoke, floors were sticky, crumbs and grime on the the countertops, smudges and grease marks on the mirrors and windows, green goo splattered in the microwave, remnants of a blunt in the bedside drawer. The bed was made, and the bathroom seemed clean, but beyond that, the room showed very little evidence of having been cleaned. When we contacted Simon via email explaining the state of our room and that we would like a refund for one night, we had to negotiate back and forth with an AI bot for days until finally put in contact with a real person and given a refund. There is also a surprise refundable $250 security deposit required.”

“The rooftop deck was enjoyable, but our stay was significantly affected by maintenance, safety, and noise issues. We were greeted by bug on the kitchen counter, and a ceiling leak later created a large puddle on the kitchen floor. One guest slipped, though thankfully was not injured, making this a serious safety concern. Repetitive banging and dripping from the master bathroom, along with squeaky doors throughout the property, disrupted our sleep and went beyond normal city noise. We documented the problems and notified management, but still required us to spend valuable vacation time recording the issues and messaging with the AI sounding canned responses instead of having them promptly inspected and repaired. Management eventually provided a 50% refund, but it did not make up for the disruption and time lost. Given the cost, we expected a clean, safe, and well-maintained property. Hopefully these issues will be addressed before the next guests arrive.”

“Do not book! Horrible company. Despite it being well past our check-in time, we got there, and the apartment was completely filthy. Not cleaned at all. Trash everywhere, food left rotting on the counter, and filthy bathrooms. Obviously, I contacted the company to see what was going on and spoke to 3 different representatives who all said they would call me back and never did. They said there was another nearby house and to wait; however, they never called back, leaving us in a disgusting apartment waiting by the phone. Due to the terrible customer service, we booked a different place ourselves, having to lay out the money once again. Even after leaving, the company talked us in circles about getting a refund. Forcing us to call Airbnb customer service directly to be refunded. And now we need to wait 15 business days to get the money.”