As part of our Christmas, our family decided to book a room at the Residence Inn on the plaza. We enjoy staying at Residence Inn hotels and have always had good experiences and enjoyed the stay. The lobby and main tower building are attractive buildings and appeared well kept. When I made the reservation online, I noticed we had an outside entrance. What I wasn't aware of, was that we would be in an adjacaent building that had been renovated from a previous apartment building. For starters, the key had to be scanned multiple times before the door opened. Once the door was open, a staircase led us up to two rooms. Our room was on the left and another tenant was to the right. We have an 18 month old so we packed her and all our luggage up those stairs.....no elevator. We had requested a crib (pack n play) and once we were inside a young man brought it to our room. My husband started putting the pack in play together and it was broke. We didn't request another because when checking in they weren't sure they even had any left but thought there might be "one". We had requested a crib when making our reservation but understand they are not guaranteed. Other issues with the room included a vent in the bathroom hanging down by 1 screw, doors on bedroom closet were not on tracks, a drawer in the desk was hanging and I think the only thing holding it up was the chair pushed underneath, the furniture was quite worn and as far as the mattress goes....well it was worn out.. My daughter was wearing new white socks and in no time at all they were no longer white from crawling around on the floor. Not long after we arrived to our room I tried calling guest services as well as the front desk....no one answered our calls. We went ahead and left the room to visit the plaza which is within walking distance. This was the best thing about the hotel. When we came back to our room, I called the front desk again and asked about room change. My husband did not want to change rooms but I did. I did not want to stay in this room. I didn't have to coax my husband in to moving as the young lady told us she did not have any rooms to move us to. Perhaps the icing on the cake was the next morning when my husband was washing up our daughters cups in the sink and it would not drain. We complained to management when checking out. He was apologetic and gave us a discount on the room. Unfortunately, the money isn't the issue. We as most families lead busy lives and had adjusted our schedules to get away for a couple of days as a family. The time you don't get back. We will NEVER stay here again. The manager asked about switching rooms and told us he didn't know why we weren't switched because there were other rooms available....which was not what we were told when we contacted front desk.