Took 5+ hours from the time of my arrival and multiple phone calls/texts with the various layers of their support apparatus to get access to the building. 13+ hours if counting the time from when I first reached out about the check-in details being incomplete.
I arrived just after 5pm (check-in began at 4pm) and, once I realized the issue, I called the support line provided to report that the code I'd received to access the building was not working. Grand Welcome's customer support team was unable to find the correct building access code, and was unable to get in touch with the on-site team/building management to help resolve the issue. After hearing nothing for hours, I called support again around 9pm and sat through multiple holds with a customer support agent who, while I believe she was trying her best, was still ultimately not able to get me any answers. Around 10pm, I was finally put in touch with the building manager. While he was able to resolve the issue by about 11pm, this again required me to follow up with him to confirm, and he honestly seemed more annoyed at being disturbed than empathetic to my situation as a paying guest.
Without the check-in issue, I'd say the rest of the stay was fine (the location is very convenient); however, the utter lack of urgency shown by a company with apparent resources to manage a customer support call center but not to quickly or proactively resolve an issue of a guest being effectively stranded due to a failure of their own systems is more added risk than I'm willing to take on while traveling.