When I made the reservation I asked for an early check-in on one of my two reservations, I know that can't promise, but rooms were not even ready at 4:00. No upgrade, no sorry we couldn't get you a room on time, no....can I help you with anything, and the room was nothing special. Very disappointing experience from all who worked here. Very surprised that the poeple were not friendlier. I had to get the Platinum Elite people on the phone, never have done that before either, who were most helpful in getting the situation corrected. Roof top bar, fair at best, people not very helpful anywhere in hotel. Stayed at Marriott down the road the next evening, just two blocks away....hotel may not have been as nice but was treated like a king from everyone! They went out of there way to take care of us. I would stay there again!