Great front desk team but sometimes an apology is not enough. I would not recommend this hotel to anyone unless you don't mind the smell of old cigarettes and dirty carpet. After being in 2 rooms that smelled of smoke, I requested a refund and they refused, even after making it clear that I can't be around cigarette smoke. Then they promised they checked the last room (3rd room) and it didn't smell but when I got to the room it was clear they sprayed something to cover up the smell. I gave up at that point because I only had 6 hours before I needed to catch my flight. (clearly I was desperate to leave if I was willing to go find another hotel for such a short stay)
Again, I would not recommend this hotel to anyone (unless you are a smoker) - but luckily it's downtown and there are a ton of other places to choose from in the area. I'll be sticking to Hilton, and Hyatt - they never disappoint - second time experiencing this with the Marriott chain.