Simon and the team were extremely responsive. My main issue was - we had asked if there was a possibility for early check in- even by an hour as we have a small baby and had a wedding to go to. I didn’t realize that check in is at 4pm till after we booked (I could’ve checked before though) the response was kind but they charge $60 for any early check in. We opted out as it was out of our budget for the stay. However, once we arrived the cleaner was still working and seemed irritated- at first rude but after a small conversation it was clear they were understaffed and the room was left in a pretty indecent state before hand. At this point I only had an hour to settle my baby in, get ready and get travel to get to the wedding In time. At first we were told that we could leave our bags there while she finished- I had to insist that we couldn’t wait and to be put in a different suite . After about 15 minutes we were moved to a different suite. Good outcome, frustrating journey.