Beautiful hotel and room, however THAT'S EXACTLY W...

Beautiful hotel and room, however THAT'S EXACTLY WHERE IT ALL STOPS. The room location and especially the service is why I have to rate this property at a 2. The best service we had came from the bellman who handled our baggage both arriving and leaving, (he would get a 10!). The hotel was not full, however we were put in a room with a view of a giant rooftop unit air conditioner, and we are gold members of this hotel chain, eligible for upgrades whenever available. We bought a family package that included a bottle of wine and milk and cookies to be available in our room upon arrival, and that was overlooked until we called down to remind them (twice!) and afterwards it took almost an hour to receive our welcome package. How can it take over an hour for an unopened bottle of wine and milk and cookies? Because of tickets we purchased for an evening tour, we made a decision to have room service for dinner. Unfortunately, the menu was very limited, but after making the best choices available we placed our order, only to receive a call back informing us they were out of 50% of the items we wanted to order for a healthy meal, with no reasonable substitutions available. We ended up ordering to our room from a delivery service off property, and when our meal arrived the front desk seemed annoyed that we had dared to bring food in. We had concierge-level privileges, but when I went in at 10am to get coffee and continental breakfast, the staff was extremely rude and did not want to serve us coffee or anything because they closed for "breakfast service" at 10. I explained that I just wanted continental breakfast and coffee which was right in front of me and she said "I guess I could provide that for you, but today ONLY".(Beverages snacks are supposably available all day, however she was extremely rude and wanted me to leave while she cleaned up, even though the lounge is open all day.) The housekeeping staff, the bellman and the valet we're the only courteous staff we encountered - everyone else was rude and unprofessional and unapologetic for all the things that were lacking. After our evening tour we went to check out the pool thinking we would have a relaxing swim before bedtime, however, the pool area was a mess- littered with used dirty towels with no indication anyone had serviced the pool area all day. It was far from a relaxing scene at an elegant property!

I honestly could not recommend this hotel to anyone. At the rates charged per room, impeccable service should be found all over that property. However we found no evidence of good management. It was a very disappointing stay.