A lovely porter deserve to work with a better hotel!!
On our USA trip in May 2012, Last day before back to uk we decided to back to NY again just for one night so we wanted to stop at somewhere is affordable and in a convenient area on the other side of town that we've never been. Cosmopolitan was what you pay and what you get. My leg cramped from an activity that we did in Sanfransico so I couldn't walk very well especially on the steps, so arriving at the hotel with their lift was broken (only one lift at the hotel) ! It was a night mare!! Everyone had to walk up and down by the fire exit but I clound't manage for the steps at all. They said to us if we wanted to come back in an hour it should be ok, so we went out for some lunch nearby. We came back and nothing was sorted. All the staffs at reception tried the best to swapped our room on 2nd floor but i still needed a lift. We did understand but after a few hour we still didn't get to our room and they were still waiting for a guy to fix the lift. Bearing in mind we were only staying one night, and we couldnt get to our room after a long flight, we expected the issue to be dealt with better - especially considering the room rate wasn't cheap. We asked for the manager and were very disappointed with how he dealt with it. Yes it wasn't his fault the lift was broken but his approach was lethargic. We were paying top dollar for a room we couldn't get access to. He would not try find us alternate accommodation and was unwilling to discount the rate we were paying for the inconvenience of paying for a room not accessible!! We had three very simple questions we asked the manager which he could not answer. 1) why hasn't a hotel of that size & room numbers only got one lift? 2) what if we had already got the lift to the room before it broke? We would be contained! (health & safety?) 3) what about disabled guests? 
The manager offered us a free breakfast or cocktails. We left the next morning without accepting either. The room itself was small and dated but location was right for our requirements. We would not return to this hotel and would look for alternatives in the same area. One positive was the extremely helpful concierge/porter. On top of carrying every guests bag up and down the extremely steep stairs whilst the lift was broken (several hours), he always remained cheerful, insightful and did everything which embodies good customer service. He stood in the torrential rain with us in the middle of the road for nearly 25 minutes patiently trying to get a cab to the airport for us. Most taxis said no as it was shift changeover time and they didn't want the long journey so close to clock off time. Without him we would have struggled to get a cab and would've got dangerously close to missing our flight home. If the manager had the same commitment to customer service, our experience would've been significantly more enjoyable.