It seems like a nice in general hotel and the first receptionist we talked on check in was very polite, but our room wasn't that nice, especially for the price (there were multiple cheaper options in the area at the time).
First of all it wasn't very clean, it smelled, and the toilet had a fake roof that was creating moisture. We could bare the above, although after a few hours, a cockroach appeared as big as my palm...
It was around 1 a.m, we talked to the night receptionist, he mocked as saying "haven't you seen a cockroach before", well we have but first time in a hotel, not in my house and never as big as this one.... after a few minutes he came to kill it, but refused a change of room or any other assistance.
After 1-2 hours a second cockroach appeared and we decided to leave in the middle of the night, the receptionist again didn't bother to assist any other way or at least say sorry. I would expect something much better from a hotel mentioned as gold in hotels.com... we booked it for that same reason.
Seeing the rest of the people staying there I am pretty sure not all their rooms have issues, but in the cases they have, they don't seem to help in any way.