The staff were simply going through the motions with little genuine concern for service. When I had a service issue, they continuously forgot who I was (with interactions within a matter of minutes). When a serious problem occurred, I got the superficial "I hear you, sir" but without any genuine empathy and any kind of resolution. They have successfully taught their ground-floor staff EXACTLY what to say, but they unfortunately could not care less about their guests or customer service. I'm thrilled that I left and went to the Holiday Inn Express, just a short walk away, where reception actually smiled, cared about the quality of my stay, and didn't make me feel like I was an inconvenience in their oh so important day.