At this hotel, they prep your room before you get there. For us, that meant milk and cookies, gifts for the kids, and a Wii waiting in our room. Unfortunately during check in, we discovered that they had us booked in the wrong type of room (city view vs. river). While they agreed to switch us to a river view room, that meant that we did not get our goodies for quite some time (we finally had to request the Wii as it was still apparently in our old room). Also, we left the hotel at 6:30PM and returned at 9:30PM and there was no turn down service during this time (maybe they went to the other room?). Had to call for that as well. The hotel and staff are amazing. It is just when you spend this much money, you hope that reservations can get the room right and in the event that doesn't happen, you would expect them to straighten things out quickly. That didn't happen either. The hotel rooms are nice, we enjoyed the river view, and the staff was always courteous and friendly - we even loved the location. Just wish things had gone more smoothly for our one day Christmas getaway.