Starting with the best - the concierge(s) are first class! The best I have encountered in literally years! They belong at the best hotels in the world and made the stay a better experience than it might have been otherwise.
The not great- the hotel lobby is stunning, exactly what you think for a five star hotel, but when you get upstairs the hallways are dark, often have multiple trays of room service half eaten food in them, and are dingy. The rooms have no view to speak of at all and one of the rooms (we had two) had half a window and was pretty dark. We had to ask the front desk to have housekeeping come clean the rooms over multiple days- and though they made the bed they really did not clean at all- including leaving trash. The towels were threadbare and rough and the rooms were more akin to a four star hotel- and ugly. They had no charm at all.
On top of that the first morning we were there a staff member knocked and before waiting for a reply just used a key to open the door! I was not dressed and if my husband had not been in the room with me the man would have just walked in on me without my clothes on. We called out in alarm when he open the door and he said that he was bringing a bag - which was super odd as we had checked in the day before and had no additional bags. As a female guest I felt vastly unsettled and somehow unsafe. We reported it immediately and did not hear back from anyone in management until we were leaving - and only at our request.
