We had several things happen during our stay that made it less than ideal, some within the hotel's control and others not. But with each incidence, the hotel staff very promptly acknowledged and tried their best to make it right. So here is what happened during our stay:
Incidents 1 & 2:
We called on our way to see if a double room had opened up and it had, which kept us from having to get a rollaway. Great! However, after check-in, we stumbled into our room after an 8 hour drive at midnight to find it smelling of deodorizer spray in an attempt to cover up smoke (in a non-smoking room). As I was contemplating whether or not this was a battle worth fighting, I started to put my bags down but saw a roach scurry across one of the beds! Not under the bed or around it, but on the bright white linens! I screamed loud enough that I probably woke up the occupants nearby. We immediately left the room and the manager on duty profusely apologized and put us in a King suite with a pullout sofa. We arrived to a bug-free room that smelled and looked very clean, until we pulled out the sofa bed. It was a very stained mattress and the only thing in the closet was a blanket and pillow. I went downstairs to get some linens, as there was no way my daughter was sleeping on that. The manager apologized again and gave me some clean sheets. Unfortunately, my daughter was paranoid of bugs for the rest of the visit. :(
After using the in-room safe several times without problems, it suddenly refused to open and gave me an error code. My wallet, checkbook, and my daughter's medicine was inside. I called the manager and she immediately came up and worked on it. It worked for a few trials but then when we were ready to leave and tried to lock it, it stopped working again. I let the manager know again on our way out, but basically couldn't risk using it again during the visit.
We returned home that night and as soon as we got off the elevators, we could smell smoke (which turned out to be marijuana). We were next door to the offenders. I talked to housekeeping and security the next morning and learned they were already aware and had tried to get into the room unsuccessfully. Basically the hallway near our room smelled of pot the rest of the stay.
All that being said, the housekeeping staff did a very good job cleaning our room, the managers were very responsive each time we had a problem, the (complimentary) breakfast was very good each morning, and the lobby was very nice with a beautiful aquarium. Without the responsiveness of the staff, I would have given them 2 or 3 stars. But the friendliness and attitude of the staff helped me forget the issues we had. Also, the bed was very comfortable and I got a good night's sleep each of the three nights we stayed. As a bonus, the hotel is located near some fabulous restaurants like The Melting Pot and PF Chang's.