We arrived and were very pleased with the exterior and lobby-modern, clean, nicely taken care of. However, that first impression was the last good thing about it. As soon as we approached the front desk, the clerk was barely civil, said he had never heard of us, and because we didn't have a print out of the reservation (in spite of showing him the email and conf numbers on our smart phones) he refused to honor our PREPAID reservation and said they were full. He called their sister property, the 3-star hotel down the street, and shuttled us there before we could protest. That hotel was fine, but very noticeably downmarket from the PLUS- no elevator, old rooms, though the people were nice. I tried calling in a complaint and they said they couldn't do anything bc they'd called the clerk at the original hotel and were told that we'd been given a comparable room. They asked that I fax in a complaint, which was impossible at the time. Overall, it made a stressful business trip even more of a hassle. Would not return.