It's an immensely popular hotel. Yet (after a few stays) I have never felt like staying at a monster hotel.

My last stay there, the staff was exceptional because of a very unfortunate event. I was in a serious car accident, spent the night in the ER, and got back to the hotel at about 530AM, looking homeless, with stitches and bandaged face. After quickly saying what had happened (as security had a close eye on me... as on an April morning at 530 AM, one usually doesn't wander into a hotel in a tshirt looking ill...), the staff didn't know what to do for me first. By the time I got to my room, the ice for my face, and coffee were already there. (I never even used the bed.... just called UA as soon as possible and they gave me a sleeper seat back to SFO at 9 AM).

And so for this, the hotel will always receive high marks. And, although I was in severe pain, the sunrise that I saw from my floor twentysomething room was spectacular.