I booked a room for my parents, the hotel is nice ...

I booked a room for my parents, the hotel is nice but I think it's gone downhill in the past 5years. The rooms are outdated and the customer service over the phone is a complete shambles, too many departments you go through just to make a payment. The upside is the hotel is based in a beautiful area, if you pay well enough you might get a room overlooking the grounds rather then a air vent above the kitchen.