Well, this is a review I never thought I would have to write! If you read my original review, you'll see that I loved this place...so much that I've been back several times. I noticed a small decline in service over the subsequent stays but my last stay in December was so bad, we ended up checking out early and going to another hotel. The front desk staff, valet staff and the head concierge were all lovely as usual and working really hard....a serious feat in light of how horrible the man who identified himself as the manager was. We are Starwood Platinum and booked a regular room. We also put in for the suite rewards upgrade and identified the fact that we would need cribs for our 2 little ones in advance. We weren't upgraded and were told upon arrival that our room was too small for two cribs to be placed in. We asked for an upgrade and were told there were none. We looked online and it indicated that a junior suite was available at the hotel so we asked to speak to the manager. A man named George called us back and told us that there were no upgrades unless we paid for them. We inquired about the suite rewards and the junior suite we saw online. He indicated that it was only available if we paid for it. We called Starwood customer service and they contacted him directly. He indicated that now it was no longer available. They sent up a supervisor to figure out how to put a 2nd crib in our room. She was very rough and rude and spoke to me like this "well, just to let you know, you shouldn't have 2 cribs in this room and blah blah blah". We ended up leaving after the 1st night and going to a much nicer hotel....but not before having to witness a a manager of the hotel berating a very helpful member of the valet staff right in front of the hotel on the street. The management clearly does not know how to provide customer service or treat the type of people who stay at their hotel and are willing to pay $700+ a night for a regular hotel room.