Did not meet expectations

Liked: The breakfast in the club lounge was outstanding. The piano in the front lobby was a nice touch.
Disliked: The staff seemed clueless and less than professional. The room we were assigned was actually occupied, and they didn't even know it. After waiting several minutes for the elevator to go up to the (occupied) room, we had to then wait even longer for the elevator back down to the lobby, as there was no phone anywhere in the hallway. Then we had to wait in line again to get a new room. The second room was smaller than the first, but it was nice overall. Someone walked into the room while we were in it, and then he quickly retreated once he realized we were in there!! I'm so glad we were not in any compromising position at that time. Also, the light in the closet did not work, and there was leftover popcorn and tissues on the floor from a previous guest. We ended up paying for an upgrade for the club lounge access, and that was actually the only great part of our stay. The staff in the lounge (both evening and morning) were outstanding! I feel that we should have received that upgrade for free as a result of how inconvenienced we were.