Global Luxury Suites at Downtown Mountain View

Getting into the property was a nigh**are. The Latch smartphone locks didn't work. Their system was down the first night and I waited 30 minutes for someone to call me back and manually enter me into the system. The elevators require the Latch app to work and the app requires wifi. Wifi doesn't work in parking garages, so I struggled the first 2 days with getting the elevators to work. Not worth the trouble.

The property requires two apps to enter: the latch app and another one developed by the property. The instruction and code for the latch app never arrived - even after we contacted the property. My apar**ent uses latch and I have no issue receiving any related info except for this property. For the other app, there was always a "cannot connect to server" error message, preventing us to do anything. We ended up booking another hotel and since this payment was not refundable we basically wasted a few hundred dollars. Communication is way faster if you let ******* customer service contact the property for you - we told the property about the check-in issue in the morning and there was no response until we contacted *******.

We enjoyed this trip at this apar**ent.

Clean and good location but no actual person to check in and the app that was provided few hours before your check in time was unreliable at times which was bit frustrating. Could not request extra towels since they did not have anyone on site.

My husband, I n 2 adult children stay 3x in this place. First one from 2nd of July 2021 to 12 th of July 2021. We stayed in the 2 bedroom unit ( # 2103). Everything was fine but the TV did not work. So we had to call and got it fixed after 2 days. The second stay from 19 July 2021 to 28 July 2021. We got the same 2 bedroom unit # 1103. The water in the master bathroom was overflowing. Something was wrong with the drainage. The towel handle bar was broken and only had 2 bar stools instead of 4. The 4 of us had to shower in only 1 bathroom until it was fixed the following day and another 2 bar stools were sent to the unit. The 3rd stay was from 3rd of August 2021 to 7th of August. We stayed in the 2 bedroom unit. This time we were assigned to a different wing at W209 with the same layout as previous ones, and the experience was horrible. First they did not show us which elevator to take to go up. There are 3 elevators at different location to go up...so we have to take our belonging going around to find the right one. Once we are in the unit, we found out some of belonging of previous guest are still in the master bed drawer i.e panties, towel, baby diapers, children socks. And there are toilet paper scattered underneat the master bathroom sink. Not to mention plenty of stains on the wall and the terrace was dirty n I think was never cleaned. The fixture and furniture are also not standard...no towel bar in the master bathroom, only 2 bar stool and the TV size is very small. When I called the customer service the following morning to a guy named Kasim or Nasim informing about the cleanliness of the unit and why there is no standard cleanliness for the unit and no standard fixture n furniture. He said that the unit was cleaned before we check in. Hence if we want it to be cleaned again we have to pay a fee. What kind of answer is that! Horrifying customer service. To start with, the unit was not cleaned properly and previous guest' belonging are still there. So I told him in that case I have to give this input in the website and social media. Then with a sigh he said let see what he can do. Basically this place does not have any standard of service or cleanliness or understand what clean means. When you check in you do not know what you will get. And it is never trouble free.

I liked that it had washer and dryer in room.the room was very nice.

Room was ok. No onsite staff. All interaction was via phone or email. Communication was awful. Reply took hours. All communication took multiple contacts, never got the same answer, no one cared. Road noise was so excessive. Beds were crap. Electronic lock system never worked the first time and was excessively cumbersome. Minimal kitchen plates, cups. No supplies. Would not go back.

Agency didn’t work appropriately, they just didn’t give keys