We stayed in December for one night while passing through from FL to PA. I was alone with two kids. When we got back from dinner (which went late) it was very cold in our room - 63 degrees. Nothing I did fixed the temperature. By 10:30 when my kids were showered and ready for bed, as we had to be up and out by 7am to continue our long drive home, it was still 63 degrees. I called down to the front desk. No one answered. I WENT down to the front desk. They said maintenance would come take a look. I informed them that we needed to get bed because we had to be up very early. They said maintenance would come right away, they had nothing else to attend to. Twenty minutes went by and no one came so I called back down. This time someone picked up. They apologized and said they would give us a different room. They were sending a bellhop up with a cart and keys to a new room (same floor, they gave me the number). I thanked them. We then waited another 15 minutes. I finally grabbed our things and my kids and we went to wait by the new room (it was in the interior portion of the building and was much warmer than the 1st room even just standing in the hallway waiting). We then saw in the large open atrium the bellhop get off the elevator and head towards our first room location...but on the WRONG FLOOR. I was done by that point. I went back to the front desk. They already knew he went to the wrong floor somehow. They gave me keys to the new room and that was it. Very disappointing.