The first room they put me in had a faulty thermostat. It took multiple calls to their support # to address it.
The pillows were lumpy, the towels were thin and scratchy, there was clean laundry in the dryer that hadn't been folded and put away, the corner basket in the shower was coming off the wall -- the rooms are nice but they don't feel as luxe as they are represented as.
Unlike a hotel, service felt a bit neglected. I had to call 3 or 4 times to get help with the heat and it took up about 4 hours of my day. I drove that process, not them. They offered me a 10% discount on one night which felt chintzy given that I was both inconvenienced and ended up in a significantly smaller unit.
Also the valet didn't give me a number to call downstairs. When I called the number on the ticket, there was a ridiculously long voicemail queue and every extension I pushed, trying to get the guys downstairs, dumped me into a random vm box. In the end, I had to go down to get the car.
It's these examples of an overall lack of attention to detail and customer service that makes it feel kinda bleh.