I've stayed at this hotel off and on for a long time. The staff is amazing, engaging, they remember me and are always extra nice. Front desk always welcomes me by name, the restaurant/bar staff are great - though the menu could be better- and the housekeeping staff even helps me practice my Spanish.
The location isn't great unless you're catching a flight but the amazing people who work here make up for it.
My only bad experience was recently, I came in from a long day with colleagues and we sat at a table for over 10 minutes without any acknowledgent. Our table was being serviced by the bartender and he was running around very busy and was extra nice once he made it over and everything was fine. What stuck out to me though is that the manager stood at the end of the bar and never once lifted a finger to help. He couldn't even be bothered to bring us some menus. Watching someone stand around while customers are becoming visibly irritated and not step up to help is extremely rude.
The rooms are great, not much of a view but what do you expect near the airport. The pillows could be better, otherwise I wouldn't change a thing. This hotel in most every way meeting the IHG standard of hotels. What's better when you're traveling than a little consistency and recognition?