I read all of the TripAdvisor reviews before booking this hotel, so I went in with the knowledge that this place is not known for it's customer service, but held out high hopes anyway. The rooms were large (though I do prefer the Comfort Suites that actually have a separate living room where you can close the door to this, which was more like one large open room) and clean, and had all of the things you'd expect in a standard hotel room. The wi-fi worked beautifully, there was a decent sized tv in the room, and the mini-frig was perfect for storing the food from our cooler. The shower was warm and the bathroom was very large, which was really nice when getting ready.
I will say that the staff at the checkout desk seemed professional and welcoming when we were checking in and out, but it was a different story at breakfast, as many have noted. The first 2 days we were there, the hotel was definitely not at capacity, so we were able to get in and eat with no trouble. When I made the lady working the breakfast aware of the fact that they were out of eggs, she seemed a bit snippy, but did take care of it promptly. However, the last day we were there, they refused to let us into the dining area when we came down and asked us to wait until they had a table available. We were in a hurry, and asked if we could simply get our breakfast and take it back with us to the room, and they still refused to let us in. We didn't have to wait long (it was only a couple of minutes), but it was crazily crowded in the dining area when we came in. It's a good thing we did decide to take a table, because half of the items on the buffet were out when we got in there. I let the lady who sat us know about this, and she asked me to "be patient". We grabbed what we could and sat down, and over the next 10 minutes, we saw various items we were waiting for re-stocked, and went up and grabbed them while we could. The breakfast spread (when fully stocked) included belgian waffles, eggs, sausage or bacon (varies daily), mini danish, mini muffins, mini donuts, bread, english muffins, 3 cereals, apples, milk, orange & apple juice, and coffee, for those that are interested.
One other item of note. Customer service is very important to me. While I would not say we encountered a tremendous problem ourselves, I did notice on Saturday night when we were coming in that there was a large group of what appeared to be multiple families trying to check in and encountering quite a bit of resistance from the front desk. I had read about the experiences other travelers had regarding the number of people in the room, and this appeared to be the problem for these people as well. What I overheard of the conversation included a gentleman asking "They sleep 5 people right?" and the front desk manager responding with "I just can't do it." as he leaned back in his chair with his arms crossed. I heard another gentleman offer to let one of the children in the group stay in their room instead, but the front desk manager didn't seem pleased with that option either. I can't provide any more details than that, as we were witnessing this while we waited for the elevator, and the doors opened after that, but I definitely felt that the front desk manager was being un-necessarily rude to these people... he was doing his best to work against them rather than with them, from what I saw. I just want to be sure I'm painting an accurate picture here, since this would concern me in terms of being able to recommend this hotel to anybody in the future. I'd be horrified if anybody I knew stayed here and encountered that kind of treatment. I guess the other reviews are right on the money here... make sure you reserve your room for the appropriate number of people if you don't want to run into serious problems.