text: In a word: HORRENDOUS!\nI don't think anything I will state in this review will be news.  Their check-in process needs major workflow evaluation.  We got there at 7:30pm and it took almost 45 minutes to get to the desk.  That's ridiculous and I can only imagine what it would have been at 4pm.\nThe front desk clerk immediately informed me that the king bed we requested wasn't available, but we could upgrade to a luxury room. No sorry, no concern, just... an upsell.  I informed her that we would stick with what was given to us, but she quickly informs us that once we get into the room and decide we want to upgrade to a \"luxury\" room, go back down and let her know and she would change our rooms.  As we went to the Mediterranean Tower, we noticed that the hallways were dimly lit, the carpets were stained, and there was a musty smell.  This was indicative of what we found inside as well.  The room was VERY dated, the air conditioning was sputtering, and state of the furnishings were sad.  We immediately picked up the phone to inform the front desk that we would like to upgrade.  The man who picked up flat out denied our request for an upgrade.  Mind you, we said we were willing to pay for the upgrade, we weren't looking for a handout.  The man stated that since we step foot into the room, he would have to have it cleaned and he didn't have the staffing for that.  We explained that the front desk clerk who checked us in offered to have us examine the room first.  He states that she wasn't allowed to do that and he will not upgrade us.  We asked to speak with a manager and he states that he WAS the hotel manager.  If this was indeed the case, this is the worst customer service I've encountered.  What hotel would refuse a customer PAYING for an upgrade?  He then states that he can send a maid up to tidy up the room if we were unhappy... but weren't we just informed that he didn't have the staff for that?  So the maid he was going to send up wouldn't be the same one who can clean the room we had \"soiled\" by just stepping in?  Things didn't add up.\nAnyhow, the room was in shambles, as you can see from the pictures I'll post.  Mold in the shower, peeling wallpaper, soiled/ripped linens, the list goes on and on.  We didn't expect a 5 star hotel, but the dilapidated room PLUS the ridiculous management really soured our stay.  Never again for us or anyone we know.