I was very sorry to hear about the Platinum guest's experience at the Residence Inn. I can say with confidence that whatever issues he may have faced have been remedied. In December 2004, we had top management changes and have focused very hard on identifying the areas that needed improvement and change. As far as housekeeping is concerned, we have new management overseeing that department and I haven't heard any complaints since. As a matter of fact, we received very high Marriott Q&A scores concerning the cleanliness of our property. In April 2005 we started a multi-million dollar renovation and it is scheduled to be completed in mid-October. The guest suites have new furniture, new pillow-top mattresses with more pillows and new bedding. Guests have loved the new decor of the rooms including the new beds! Because we were renovating the Gatehouse (where our kitchen is located), we were for a time unable to provide a full hot breakfast. This also changes this month (October). We have a great staff here and a newly renovated hotel that I believe have relieved any past problems we may have had. New photos will be posted within a month. Please contact me for any further concerns or questions. Remember, there is always two sides of a story so please read everything objectively when a guest makes a major complaint to any property.