What a fantastic hotel! We recently stayed here (using points) for a weekend visit to family and friends and the hotel lived up to it's desired reputation. We did get an upgrade to a higher floor with fabulous city views although we were in the smallest style room. But believe me that was just fine. The furniture, design, amenities were top of the line. The hotel staff is very professional and well dressed. You really feel as if your in a luxury 5-star hotel. The Clocktower restaurant is excellent and the prices are comparable to other venues we've been too. The price is in line with the quality of food. I will say our room wasn't ready when we arrived and it took quite a while to get our luggage but the Front Desk Manager, Laura Ann, handled the situation and it was I have to say I was impressed with how she handled my complaints. A shake of the hand, a smile, and looking at someone in the eye when they talk to you go along way when dealing with an annoyed customer. No lack of customer service here! Points or no points!