It was the last night of our honeymoon. I communicated that we were going to be late because of circumstances out of our control (train in Paris was delayed two hrs). It took two hours for a response that said no problem and it that someone would be available 24/7 to assist. We arrived outside of the checkout window 4pm-8pm as we said we would and no one responded to our request for help for nearly 2 1/2hrs by that time we had made other accommodations. We disappointed!