OP, I'm sorry you had a bad experience at this hotel. Sounds like you ran into an untrained employee, but hopefully the hotel management made this up to you.

My experience at this property has always been very good. Most of all, the front desk staff has been above and beyond helpful. I once asked for directions and immediately had Mapquest printed out. While it was printing, someone checked the traffic report to make sure that was the best route at that time. (Two women at the desk at that time, so definitely not your Ice Prince.)

As you mentioned, it's a very nice hotel!