The bathroom was filthy. I had the manager come in with me to look at it. She looked me straight in eye and said "This is not acceptable. It is filthy" then according to manager wrote a note for him that it was not.
They also lied about time it takes to get to NY they say when you call about 25 minutes but don’t say their shuttle to the airport to get monorail to get to train (they also don't tell you about those costs and waiting times) takes according to manager on phone up to 45 minutes. So much for about 25 for whole trip., it actually took an hour in one direction and over an hour back to where I almost missed my NYC meeting relying on their times.
The desk staff was discourteous. The guarantee of fixing things or get a partial refund was ignored at the time. When called I was asked what I thought I should get back. It is up to the hotel to honor the guarantee and show by what they offer back that they indeed do take customer concerns and complaints seriously.
This hotel was, by the statement of a fellow traveler that day filthy in more than 1 room as he said his was also.
The manager told me that others "higher than I" look at all the rooms in inspection and they say they're clean: that in fact the hotel has won awards. When I scoffed at that he became very angry and defensive.
This hotel was not well served by whom they have chosen to speak for them. It actually deserves no stars.