First of all, we booked last minute (around 8pm) and Douglas was very accommodating. We checked in at 11pm. He walked with me and helped me find parking and made sure I did not get a fine in the morning. He walked me to a convenient store so that I could get milk for our 2 babies. He set up a playpen for the kids. He had great communication. He even texted me the next day after check out to make sure that I had a safe travel. Not to mention the place had everything that we needed. I will stay there again whenever I visit NYC again!