Our room was not ready until very late (b/c of a late checkout for one of their 'amabassador clients') so we were given another room for the first night. The staff was amazingly helpful and friendly, and willing to figure out how to navigate our situation (the room was the only one of its kind - not sure how often they run into this issue but for those traveling overnight, waiting until 5pm to get into a room is too long!) They were helpful with cabs and dinner reservations - a true 4-5 star experience in a really convenient spot just a few blocks from the Arc.