2 strikes - You're out!
Been to this hotel three times now. First time it was purchased by me to spend two nights for my wife's birthday. We had a number of service problems (cheesecake instead of birthday cake, broken shower head that took hours to fix, dripping water outside room in hallway, missing spa appointments - despite a copy of a confirmation) etc. They comp'd us a night after this experience. We decided to stay two, and pay for another one. This time I got a suite so we upgraded and they charged us the difference between the suite and regular room - which I thought was okay, but kind of weak. The suites are expensive. On this trip, similar problems. Coffee maker shot water out and stained shirt, terrible service in the restaurant, took well over an hour to get our car on departure, and again, they messed up the spa appointments. The kicker was that I didn't have a copy of the letter they gave me to comp the night. They insisted I bring it or mail it for some reason. They charged my credit card until I sent them the actual hard copy of the letter. Now that is client intimate service - insert look of disgust here. After complaining to the manager. They comp'd me another night. I am giving it away to a friend. I have also heard similar stories like mine from many people. The roms are nice because the hotel is new. The service stinks.