Stayed a night about three weeks ago.
Had a service problem. A box had been delivered for me by FedEx. When I arrived at midnight the hotel said they had no record. I spent an hour on the phone with my staff in LA who found the FedEx delivery proof (it had been delivered at 1pm), and the hotel then found it. No call back from the manager. But I did finally hear from someone who apologized and offered compensation.
No significant upgrade. Very nice lobby and furnishings. Very nice staff.