The location of this hotel is excellent and the lo...

The location of this hotel is excellent and the lobby area is stunning with a beautiful bar nearby that we stayed in almost every night until the bitter end. Unfortunately the staff are not very helpful, upon arrival I asked for assistance with surprising another guest by putting a bottle of prosecco in their room and I was told that the staff member was actually very busy but they'd see. We were told we were upgraded to a luxury room but we couldn't identify anything luxurious about it. There was no water in our room either.