disappointed with management decisions made and not followed through
Excellent concierge and breakfast (great staff!) and location!
Very disappointed with support offered at from desk. On arrival (after 24 hours travelling) we were offered a room with a king size bed, despite a note on the booking form asking for 2 beds. The room was changed, but on arriving in the room although the beds were made the room had not been cleaned or topped up with soap, towels etc. As we were so tired we slept there anyway. The following day when I notified Reception I was offered a different room and was told if I waited until the afternoon I could have a room with a balcony and pool view. I decided to do this. However later on I was told this was unavailable and should not have been offered to me. Then I was informed that one would be available the following day..... 3 days later and I still had not unpacked and when I return to the Reception a different Manager knows nothing about it and I was back to my original room!! (I was shown one with a balcony overlooking a freeway which I decided not to take!)
Not a great start to a holiday...neither was it a great end! When the toilet overflowed and I called for help on the phone I tried to use the towels to mop up the water. in 5 minutes no one arrived so I went downstairs to alert them again. 20 minutes later on returning to the room the water was running from under the door and the flood had spread to the hallway! It had also spread to my suitcase and shoes lying in the wardrobe. On returning to Reception (yet again) I was really upset and a very nice American man (a guest) was very kind to me as no-one seemed to be taking it seriously. I was finally offered another room for the last night and assured someone would come and see the damage and help me move and that my suitcase and shoes would be cleaned!
Nobody came! We moved to the new room ourselves and the next morning we spoke to yet another Manager who informed me that they do not clean shoes and suitcases - but gave me 50 dollars to compensate for 2 ruined pairs of trainers which had been drenched in water from the toilets and a suitcase which had been lying in water from a toilet. 
I cannot help but think that if I was an American business man I would have been treated better. Disappointed is an understatement. Especially after staying in the Sheraton New York previously where the standards of service and care for the customers were so high!