The hotel ran out of king bed rooms, but instead of honoring the price and moving us to a different room - because I had prepaid through hotels.com - they had us contact hotels.com to get a refund then to book a new room at a higher price directly with them. We weren't the only people that had to deal with this, though they may not have used hotels.com specifically to book. 2 other groups that came in behind us were told the same thing - that they didn't have the room they booked and the guest had to deal with it because they booked 3rd party.
Also half way through the stay the elevators broke and the security guard either had to act as an elevator operator or escort you up the locked-from-the-outside stairs and unlock them for you. They were still broken the next morning so the only way down from the 14th floor was to walk down the stairs. As young people in decent health that's ultimately fine - but 14 flights is a long way for someone with limited mobility or with kids, so keep that in mind.
The staff was all very nice, but the building and management clearly have issues.