Global Luxury Suites at The White House

My husband and I stayed in the Woodward Apartment Building, where Global Luxury Suites, also known as Churchill, manages apartments. The unit was in rough shape when we arrived: several lights were burned out, dust covered the ceiling fixtures, the shower soap holder had been ripped off the wall, and water damage seemed to have warped part of the hallway by the kitchen. After unpacking, we found there was no hot water in either bathroom. The company didn’t respond when we first contacted them. The next morning, the front desk said the building had a hot water problem and that it was fixed, but we still had none. Maintenance said a part was needed and there was only barely lukewarm water. They returned the following day and said they’d fixed the showers, but we still had almost no warm water. We contacted the rental company again and again. They barely responded, and when they did, they claimed maintenance had knocked and we hadn’t answered, or that the issue was already fixed. We were working from home the whole time, and nobody came by. After nine nights and ten days without hot water, maintenance finally got it working. The building management told us earlier repair attempts couldn’t have worked because an outside contractor was needed, and hot water was officially “restored” on Oct 23rd. When we asked Global Luxury Suites for a partial refund, they referred us to billing. We followed up several times, then they went silent. Expedia also tried to advocate for a refund, but the property manager never replied to discuss it. It’s unacceptable to go that long without hot water. They didn’t offer to move us to another property they manage, or take meaningful steps to help. Even our daily emails got apologies but no action. Customer service clearly didn’t care when things failed in the apartment. I’d avoid this place. You may not get what you paid for or the support you deserve.

This is an apartment, not a hotel. The first room’s bed was broken, and when we went down, the woman posing as a concierge just kept saying in a sassy voice, “call customer service.” She seemed high and refused to do anything. Customer service, a woman ten states away, was actually very helpful and moved us to another room. That room had no blankets. The same rude night concierge again told us to call customer service. It took a day for the blankets to arrive, and when they did, our door was left open all day. The furniture was cheap, and that fake concierge deserves her own reality show on the CW at 1 AM called Fake Concierge.

The bedding was dirty when we arrived, so I had to wash it again myself. We paid $2,500 for four nights, and still had to do all the cleaning and laundry. It didn’t feel like luxury, just an ordinary two-bedroom apartment with dated furniture and lots of street noise, even on the eighth floor. Nobody at the lobby desk seemed to know much. The couch and chair swallowed you, and the beds looked at least 20 years old. Sitting on them made me worry they might break. They need new furniture. Don’t waste your money, stay at a hotel or somewhere else.

On my second night, I saw a mouse run across the kitchen from the bedroom. Another followed soon after. The lights were on and I was making noise, but they weren’t scared at all. I called the 24/7 support line and spent two hours on hold, crying because I didn’t want to sleep eight feet from mice. They said nobody could approve a move until morning. I could leave and pay for a hotel myself, they said, but for now I should just shut the door because nothing could be done. I even sent a photo of the mice, and they repeated that they couldn’t help. I called again in the morning and was told someone was working on it. I heard nothing, so I had to call AGAIN to get moved to another location. The apartment was on the fourth floor, so it seemed like mice could be throughout the building. I slept in a filthy, unsanitary room, hearing them squeak and scatter, and saw droppings everywhere the next morning. If anything goes wrong after hours, they won’t help. Customer service was garbage, and so were the accommodations. I have pictures and can share them because I can’t attach them here.