We were very disappointed at our service upon check in. My husband and I were traveling with his 94 year old blind mother. We had upgraded our room when booking. When checking in, I completed paperwork for both rooms since my mother in law is blind. They gave our upgraded room to our mother which was in the top floor, very large, separate sitting area, sky lights, and beamed ceiling. Our room was small but comfortable. I went downstairs to inquire with the front desk attendant who checked us in and she was very rude and stated both rooms were the same category which they clearly were not. And even if they were, why would you give the larger more luxurious room to the single blind woman versus the couple. She basically said "too bad, it is what it is and there is nothing I can do". Very rude and not expected at a hotel if this caliber.
The other staff were wonderful. Hotel is beautiful and located in a central location.