So, my family and I stayed here 2 nights for a short getaway and we found it to be very good, even great, but not excellent. Let me break it down for you according to our recent experience there.
The hotel itself is pretty expansive, modern, and clean. We pulled up to the front of the hotel to check in and a staff member offered to help with baggage, with a friendly smile and pleasant greeting. We didn't need any help with baggage but appreciated his polite and friendly demeanor. When I walked up the flight of stairs to check in, the lady behind the counter was not nearly as friendly, but she was not rude either, so I just chalked it up to her being professional. But a friendly smile would have been nice... We were told that self-parking on the hotel property would cost $25/day, but decided to take it for our own convenience. There is a public parking lot right next door run by the city that is free FYI. The underground hotel parking lot was not exactly the cleanest and most organized. Support beams between every other spot made it pretty tight so I parked a little further away. There was construction tape all around the outskirts of the lot and garbage was strewn across the floor here and there. So clearly there is little to no maintenance (or security) in the lot, but I never felt unsafe.
When we got to the room, even though we paid more for 2 queen beds with a water view, I thought the room was pretty small. However, it seemed clean and modern enough. There was a curtain along the far wall so I went to open the curtain and found that it only opened 1/3 of the way. And that's because the window is pretty small compared to most modern hotels. The view was pretty nice though, and I was happy that the window opened slightly to let in some fresh air. However, when I looked down, I saw a lady's panties on the floor behind the curtain. Eww!!! I guess housekeeping did not see it as it was probably behind the curtain before I opened it up. Otherwise, the beds, pillows, bathroom, and everything else in the room was satisfactory. Oh, and on the second night, somehow a silverfish ended up on my daughter's face somehow. Not sure if it fell from the ceiling or climbed up from the bed, but it startled my wife and daughter. Hey, it happens, I guess.
The highlight of the hotel is definitely the lobby. It is well designed and decorated with lights, plants, hanging chairs, fountains, etc. Unfortunately, there were a group of children using the huge open space to play and run around, so it was a bit noisy and hectic. I just didn't understand why these little kids were playing and making noise until 12 midnight on a Sunday night though. But that's not necessarily the hotel's fault. And the noise didn't bother me from my room as it was far from the lobby. It was just hard to relax and do some work on my laptop as I sat in the lobby. Besides those kids running around that first night, the hotel lobby was pretty quiet and relaxing. And it was nice to be able to hang out in the lobby for a while instead of being cooped up in that tiny hotel room.
I must agree with some of the other reviews here. The staff could be more friendly. The towels could be softer. The parking lot could be cleaned up and spruced up a bit. So there were some shortcomings for sure. However, the hotel is modern enough and the location is great. There is a Panera just across the street a block down, the pier was adjacent to the hotel, and there was a public transportation hub next door too (though of no use to us). I also honestly don't think anyone checks the cars in the parking lot to see if they are guests or not. I'm pretty sure some people parked there without notifying the staff so they could save the $25/day fee. All you do is press a button to get in and press a button to get out, so there is no verification. They also did not inform me that I needed to put the parking stub on my dash, probably because nobody checks.
I can tell that this hotel was once much nicer, the staff probably much more friendly, and the energy inside much better than it was. It really felt kind of drab in the hotel despite the nice decor. And besides the dirty panty and the silverfish on my daughter's eyebrow, the room was clean and comfortable despite it's small size and small window. We walked everywhere easily, except South Thames street, which is a bit further away, but not undoable. So, overall, it was a good experience for us. Just don't expect 4 star service... I was wondering why google rated this hotel a 3 star hotel...and now I understand why.