The hotel itself was quite nice and the location was perfect. The rooms were lovely. But what really bothered me was that the fire alarm went off in the middle of the night (that happens!) and the staff made no effort to explain why it happened or make any sort of amends for the not so fun experience. In this case there was no real fire and we could fairly quickly return inside after exiting the hotel, but with the amount of people going out through the staircase had there been a real fire and smoke etc. I have no doubt that the panic would cause absolute chaos in that staircase as no one could move. It took us about 30 minutes to get outside (from the 5th floor). Makes you wonder if it really is possible to make a safe exit from the hotel unless you are on the bottom floor...
For me- customer service is very important. A simple smile, hello, how was your stay with us etc. makes a huge difference. During our stay, from check in to check out we had zero smiles or pleasant phrases. A computer screen might as well have done our check in/out.