I booked a 4 night stay at the hotel for me and a buddy of mine while an Esports event was being held during the weekend. We got to the hotel after a long morning of flying, only to find out when we got to the hotel that our hotel room got booked under us. Keep in mind, I reserved a room 2ish months in advance, and received an email 4 days prior to me arriving in LA confirming my booking and saying my room was guaranteed. I also paid extra for booking protection, which didn't seem to matter apparently because I didn't get my room. Apparently I was supposed to create an account with the Sonder app, which I was not advised to do nor mentioned in both confirmation emails I received prior to arrival, and nor should it even matter because I paid full price for the reservation and booking protection well in advance. We ended up staying in the hotel lobby FOR 6 HOURS working with the customer service and admins of the company trying to get either a room set up that was unavailable for booking, or removal from someone who had not checked in yet without any booking protection or Sonder account made. We gave up trying to work with Sonder, and Expedia was able to move our reservation to a different hotel for our stay. We also heard about cleanliness issues from some of our peers with the hotel rooms at the Lum. Until the booking system is fixed and things change, I will not be booking with Sonder Lum again. The only good experience was Will Summers, who worked the front desk that night.