The physical plant of the hotel was excellent with one major caveat: for most of our stay, none of the regular elevators was working, so our only option (for a high-rise hotel) was a single "service elevator". Also, our key cards continually didn't work, which was a real problem since getting back down to the front desk was an ordeal given the elevator situation. Lastly, the woman who worked the front desk when we checked in on Thursday evening had zero interest in customer service. The person who helped us on Friday evening was, fortunately, quite pleasant.