We stayed here last month, and am really thrown by all the hate for it.
Service was top-notch (far superior to PH London, where we had stayed several nights prior), the room was great (used the Premium Suite Upgrade and ended up in a Park Terrace Suite), and food at breakfast was terrific.
Location relative to tourist activities was probably under par, but no matter since we had figured we'd be ubering everywhere anyways.
Only real bothersome aspect was that the hallway to the room smelled like people were actively smoking. This issue did not extend inside the room though.

Maybe I'd have felt differently in a smaller room or busier season?