The hotel was slightly above average only because the staff I interacted with were all amazingly friendly, accommodating, knowledgable, and helpful. That's where the "qvove average" ends. Issues:
1) As Hotels.com usually does feom my experience - they screwed up the reservation. I was traveling with a friend, requiring two queen beds, and this is what I booked thru Hotels.com. When we arrived, the hotel said that there wer only "king" rooms. Thankfully they accommodated us but I slept on an uncomfortable sofa bed for a few nights. I heard there were 5 or more other pairs of friends who experienced the same issue. I am certain this was an expedia/hotels.com issue - not the hotel's.
2) We never had housekeeping enter the room (5 nights).
3) When trying to get service (ie sheets for the pull-out sofa bed) we called the front desk and the only option was to speak the request to an automated system, which (no surprise) did not deliver. After a few hours I had to go to the front desk to ask for sheets in-person. Quite poor - from a customer-service perspective, despite the stellar personal care from the staff & management - once we walked to the front desk.
Overall - the place was tired, but for the price - it was satisfactory and the staff was very nice.