I have stayed at this hotel several times before and always thought it was wonderful. However, my most recent stay (just one night) was disappointing. I arrived at around 1 pm and was told that no rooms were available, despite being an Expedia 'VIP Access' member. I understood that this perk only applies when there is availability. I waited for an hour as instructed, and they offered me a drink voucher, but the Doyle Bar, where drinks are served, was closed - something that didn't used to be the case. After an hour and a half, I returned to the reception and was told that no rooms were available at all. I decided to go out for lunch and wait for a call from the hotel, as promised. However, I wasn't called until 4:00 pm, so I returned to the hotel. At 4:20 pm, Alejandra at the reception told me that my room was being repaired due to an issue, and she sounded sarcastic when she mentioned it. She reminded me that check-in is at 4:00 pm, despite it already being 4:30 pm. Finally, they gave me my room, and Alejandra told me that I had been upgraded, but my room seemed to be the standard classic room I had experienced before. The next morning, I ordered a cappuccino through room service, but it arrived cold after 40 minutes. I ordered a new one, but it never arrived (at least they didn't charge me for it). I believe that something different is going on with the hotel management, it has probably changed.