text: I don't understand the 4-stars folks.  Yes, the outside is pretty, yes, FLW did a great job on the design.  But you can come for lunch and see all that.  There's no reason to actually stay here.  The rooms are completely falling apart.  I had to move from my first one because the a/c sounded like a jack hammer AND the toilet didn't work.   The second one's carpet was soaking wet and the toilet worked...sometimes.  But after waiting an HOUR for the bellman to bring my key for the first move (when they originally said 10-15 minutes) I just sucked it up and stayed in the second broken room so I wouldn't be late for my meeting.\n\nSome of the food is pretty good and there are some creative options (the Ranch Stack at breakfast, the duck-fat poached fries at lunch).  But the service varied widely.  At Frank & Albert's, I had a bartender make me a to-go order who was so friendly and helpful.  The next day at brunch the waiter totally forgot about me and I couldn't get a refill and eventually had to ask someone else to bring me my check.  Plus, the room service took forever. \n\nI also had a few spa treatments.  The massage was so good that I sought out a comment card to let her manager know.  I believe her name was Katie.  The facial was very mediocre and only lasted 38 minutes  (rather than 50 as advertised).  I wouldn't say my skin was in great condition afterward.  And the facialist was also trying to sell me some cleansing brush and products.  Not my favorite relaxing experience.  \n\nOverall, 2 stars for being pretty, the good massage, and because customer service wasn't consistently terrible.  But  I don't think I'll return next time I'm in Phoenix.