The general staff were excellent. Management is TERRIBLE. We checked in on 6/15/23 to a Deluxe King room, pre paid through Expedia. The next morning water was pouring through the bathroom fan and the bedroom ceiling, NOT dripping, pouring. My shoes and backpack were wet. We were eventually moved to another room, NOT a comparable room. Not one single manager bothered to call us to make sure we were ok, was the other room satisfactory, were our things ok, etc. Two separate staff members told us a manager would call. Not one manager called. I wanted a refund for the difference between the Deluxe King room I prepaid for and the dark, "atrium" room we were moved to. Literally had to keep the lights on all day. The hotel told us to go to Expedia because we booked through them. I was on the phone for an hour with Expedia, who, after trying very hard, were told by the hotel that no refund would be given. Worst customer service from supposedly a 4.5 star hotel I've ever had - and we travel extensively, all over the country. Also, if anyone is thinking of staying here, the "general" restroom for hotel guests is on the 19th floor! The hotel is old and dated. It does look very grand from the outside, but is in serious need of an update. All of those things I would normally push aside, but water pouring through the ceiling and no management acknowledgement is unacceptable. We did get our cocktails on Thursday night taken off the bill. Doesn't compensate for terrible management.