The rating reflects customer service, not the physical plant, which was what you'd expect for this hotel chain. The room was clean, and it was nice to have a full kitchen. The layout is a little odd - the flat screen TV is definitely a hazard at night (sticks out between the beds and the living area).
The reason for the poor rating is that the hotel significantly overcharged for the stay. Not sure if the problem is the individual hotel, Starwood, or the soccer tournament that arranged the stay. We were told we'd have a 1-night deposit. We were actually charged for the full 4-night stay a month in advance. The contract said 3-night minimum. When we checked out after 3 nights, we asked for a refund of the 4th, which never should've been charged in the first place. The hotel says the soccer tournament would take care of working it out. The soccer tournament is completely unresponsive, as is the hotel at this point. No one answers email inquiries or returns phone calls. I'm truly disappointed. This is a business in the service industry, and there's absolutely no customer service. Amex is now working on this on my behalf, but it shouldn't have to be this hard.