The good: excellent location, nice room, friendly staff. The bad: we never got maid service during our 3 night stay! We kept getting apologies, but never a clean room. Not really acceptable for such a modern hotel. Another irritant was the fact that Free, hi-speed wi-fi promised was non-existant. I was unable to connect for the entire stay!
The biggest problem occured at check out, when they insisted on charging us a premium for "requesting" a room with 2 beds. At time of booking on Expedia, we discovered a mistake with the wording used. We called the hotel and spoke to supervisor named Bradley, who confirmed the Expedia mistake and stated that they would guarantee the room with NO extra charge. Well, at check-out they insisted we had to pay and Bradley even went as far as to suggest we misunderstood.
I took written notes from our conversation, including dates, names, what was promised. I even explained at the time that if a 2-bed room was not available, or if we had to pay extra, we would cancel our RSVP. It's just a shame that, after a mostly agreeable stay, it had to conclude in such an unprofessional manner. Worse, is that they let the young man at the front desk, who was blameless, deliver the bad news to me, as not one of the supervisors/managers he desperately called had the courage to talk to me directly.