This apartment is not in a hotel; it is in an apartment building. Only a few apartments are rented like hotel rooms. So, there is no one on-site who is responsible for making things right, right away. So in our case, when our room was not ready at 4:00 pm, and would not be ready until 7:00 pm, we waited. The apartment building concierge ladies were lovely and very helpful, but they they don't manage housekeeping. The Global people are not even the primary lessees, Churchill Living is. One hand does not always know what the other is doing. Global Suites did agree to a small monetary refund, but if your trip is going to be ruined because you are on a tight schedule, think twice. The apartment itself is very nice (could use a towel bar or two) and comfortable. Kitchen stocked with cleaning supplies but not food staples. Did not use parking. Very nice building and location. Grocery store and Starbucks 1/2 block away.