I'll give credit where due: the place itself is nice. However, everything else is EXACTLY what you would expect from a company this large where everything is outsourced and you have no actual human beings to help you out when things go wrong... and trust us, they WILL go wrong. The check-in instructions were simply not given to us. We were standing outside in freezing rain at 9 PM and had to wait 15 minutes to even have someone pick up the phone to get us sorted out and into the building. This was not user-error, it was faulty information sent to us. We got into the building finally after getting a human on the phone and were assured a partial refund would be sent as an apology. Never came until we got AirBNB involved. Also were told that maintenance men were coming into our apartment between 8 AM and 4 PM on Friday. Told them this was unacceptable and was told nothing could be done... once again until I got AirBNB involved and then magically it was possible to reschedule the work...