The Merchant Hotel, Sonder

Great location, lots of great food everywhere. Nice sunrise view as a bonus! The room is small but great for a solo traveler. Might be crowded for two.

Wonderful stay, attentive and friendly staff (including housekeeping). Great location too!

Very clean, super comfy bed! Lovely shower room with good quality shampoo, conditioner, shower gel and hand cream. The rooftop bar had great city views although it didn’t open until 5pm and was shut when we returned to the hotel at night which was a pity as we would have liked a nightcap with the views! We liked the area, much calmer than the Times Square area we nearly booked! Close to the subway. Staff were very nice. I wouldn’t hesitate to stay here again!

I stayed here this past weekend for my husband’s birthday. The hotel itself is beautiful—great location, modern open-air vibe, amazing views, helpful front desk staff and a great rooftop bar. They even honored my request for a high-floor room. However, our weekend was severely disrupted by having to change rooms three times due to facility failures. The first room had a broken toilet. Because maintenance had already left for the day, fixing it wasn't an option, so we had to pack up all of our things and move across the hall. After moving into the second room, we realized it posed a major security concern—the lock to the adjoining room door was entirely broken and would not secure, leaving our room accessible to strangers. Since maintenance was gone for the evening, we had no choice but to move yet again. We had to pack up a second time and store our bags at the front desk just so we wouldn't miss our dinner reservation. By the time we finally settled into a third room later that night, the digital key system failed entirely, forcing us to manually punch in a 6-digit code every single time we entered. Even in this third room, the TV wasn't working, requiring yet another fix. A front desk agent named Berry was absolutely wonderful and did everything she could to handle this entire situation for us—she even came up to our third room personally to bring a new Roku remote and set up the TV so we could use it. While front-line staff did great, management oversight was completely missing. When a system log shows a broken security lock and three separate room moves on night one of a short two-night stay, it should automatically trigger an alert to the management team. Management needs to be actively monitoring these room disruptions. The fact that no one from the management team proactively reached out, followed up the next day, or offered a simple apology at check out for this level of inconvenience shows a major gap in oversight and guest care. I travel a lot and have been far less inconvenienced than this at other properties and still received proactive communication from management. While I enjoyed the physical hotel, the total lack of management oversight makes me hesitate to recommend this property or stay here again when visiting the area.

What a fantastic location and amazing view! I would definitely stay here for walks to the East Village and The Tenement Museum as well as easy access to the subway. When we arrived on Saturday afternoon, the music from the rooftop restaurant was thumping. I was worried it would continue through the night but it didn't. Either we had loud talkers as neighbors or the soundproofing is a bit lacking, though, so if you struggle with noise, bring earplugs for sleeping. The bed was very comfortable, staff was friendly, and everything was very clean. The only aspect I would change is the remote door key. Pulling it up on the phone was a little tricky each time.

First of all, we did not select this hotel. We were in the city so my husband could officiate at a religious event and our hosts selected the hotel. There were many truly wonderful things. The location was terrific (Orchard and Rivington Sts.) and our hosts had booked a corner room on the top floor and the views were extraordinary. The staff was amazing and did everything they could to make our visit go well. Shout out to Diane from housekeeping and Caitlin from the restaurants located on site. So here's the first problem. All of the literature makes it seem as if the restaurants are part of the hotel but we were told quite explicitly when we checked in that they were not and had to make separate arrangements, i.e. no room service. Ok, in a world of Door Dash, I guess ok. Next was the decor. On one hand, the boho industrial vibe was in full force and lots of details were clearly in service to that effort. Took us a while to realize that some of the more avant garde art were actually pegs to hang things on. So with all of that attention to detail, odd that some basic amenities were so cheaped out. 3 paper cups and no glasses in the room. We were provided with one towel apiece. The shower was enormous and there was a lot of dead space near the room entrance. But the craziest thing was the absence of storage. There were shelves above the fridge and closet but half of them were too high to reach (and I'm 5'8" and my husband is 6'1" [see photo below]. There were no other drawers or shelves in the room. It was great to be in the neighborhood and again, these are design and management critiques and the staff was wonderful.

The place is extremely chaotic and poorly run. Don’t be surprised if you book a room and they dont have one available when you show up-this happened while I was chevking in There were police detectives in the hotel lobby. The staff tried to be accommodating but had to deal with erratic scheduling and poor management and it showed.

I too hand my entire reservation canceled for a family trip, after booking it 2 months in advance. Marriott suddenly severed their relationship with Sonders, but instead of just transferring the booking to Sonders or keeping all existing reservations, they decided to cancel everyone's booking. The main number to the hotel still goes directly to Marriott, so we weren't even able to rebook. I even had American Express Travel try to reach them, and they could only confirm that my reservation had been canceled. They need to do right and give me back my reservation.