Lou and Lourdes are very kind and quick to respond to any issues. We had a problem with the AC during our stay and they had someone come fix it within 30 min. The place itself is lovely, however please note that this is not on the residence side of the building and you will be with the hotel guests, which can get very loud and crazy on certain nights. As other guests have mentioned, the elevators here are very very slow, the stairs were easy to access and saved us time but if you are unable to use stairs I would add an extra 15 min on to anywhere you go just for the elevator. The apartment looked exactly like the photos, and having a good kitchen really helped us during meal times when we didnt want to be out all day. The view from the terrace is just the parking lot, so dont expect anything crazy, but it was nice to sit outside on warm days while waiting to get up and go.