I've stayed at this property a number of times and generally preferred it I've the nearby W however my latest one night stay left me wondering if things have started to go south.

I awoke in the morning to no hot water and called the front desk. The flippant response was essentially "the boiler is out, tough luck". While I understand there are occasional equipment failures I think not having hot water is inexcusable for a hotel of this caliber (heck, I even have two hot water heaters in my house). What was worse was that not a single staff member apologized for the issue. Even when checking out the front desk staff member's response was essentially a complaint about all the calls they were getting about the water issue. I asked about compensation and was told to call after 9 when the manager gets in. I have much higher expectations from this sort of property and will likely give it a break for a while and go back the the W or Westin.

Also, as a gold member I got exactly the room I booked. A king bed facing the wall of the adjacent building. With, what appeared to be low occupancy, it was disappointing not to at least get a street facing room. The front desk agent at check-in only offered a buy-up when asked about a better room.

Hopefully others have better experiences.