I stayed at the Excelsior two years ago and really loved the room! It was huge! Beautiful furnishings, high ceilings, gorgeous bathroom, etc.
The manager, Anna I believe her name was, was incredible. I do agree that the front staff is poor and not extremely helpful though. Only one thing went wrong-- I left a number of things (gifts, artwork I had purchased, etc.) with the concierge on my last day to be mailed back and I never received any of my items (I was going to be travelling for another 2 months). The location really is good - easy to get to the sites, bus, etc.