Stayed recently for one night. Upgraded to an Opera Deluxe. Room was ready at 2PM via OLCI.

The staff were lovely, and one of the Front Desk Agents gave a big welcome back, and although she has dealt with me three or four times I have zero relationship and I think this it the main reflection on the PHS. There is no more personalisation as there used to be. We were escorted to the room by a nice young man. We were allocated Room 134 and my preferences heavily state a quiet room. I appreciate the upgrade, but this Room is immediately at the end of the Pier where the perfect shot of the SOH exists for the Instagram crowd. What that meant is that all day and night there people right outside our balcony and it was loud.

I used to know the staff by name, they knew my husband and I, and we had genuine relationships that made stays truly special.

Other than the check in, it felt like we were strangers, despite staying at the hotel since 1998. There was no written welcome card, printed, and a bowl of fruit as an amenity.

We had an early breakfast and checked out online. I guess it just means approach the property for the view and hard product rather than the soft. I've only heard rave reviews about the Capella and I'm keen to try it, despite the lack of views.