The first thing to understand is that it's NOT the luxury experience it presents itself as. They tried to put us in a lower ground floor room (which I wasn't even aware was possible), so I had to pay for an 'upgrade', which made it the same price as the Randolf down the street, which IS a luxury experience. The staff were friendly, and the room was fine. Just miffed at the misrepresentation. I will only stay again if there are no other options.