The front desk service was warm, friendly, and accommodating. They apologized upfront from Hotels.com's sneaky fine print extra fee of $30 that they said almost no one sees until they're taken by surprise. They offered to bring us a roll-a-way bed for my son for FREE because they felt bad. They were all so very kind.
The room, however, was a different story. The view was of a brick building 15 feet away. The AC didn't work on a hot day and it was like a sauna in there. My son and I had trouble sleeping because it was so hot. And the bathroom reeked of a combination of urine and mildew, and the shower curtain was covered in a straight line of black mildew (or mold?) along the bottom. For over $500 a night, which was a really rare treat for us, I expected something so much more comfortable.