"the front desk person said our file said "really nice people" and how we must have made a great impression"

Do they make such notes on all accounts? Never heard of this before. Somebody, enlighten me, please

Did anyone else notice that the OP raves about their stay at the replacement place, presumably where they have now stayed once. Yet they also stayed at the BW once before and apparently everything was wonderful -- so much so they went back and even their "record" said they were nice people (whew, I never knew hotels kept records like that). So what does this tell us? That all hotels can be either good or bad. And it only takes one bad employee to make a nightmare of a stay.
Also hidden in this post was the idea that the hotel was apparently undergoing renovations -- so does that somewhat excuse some of the problems?

Perhaps, Patrick, the OP is someone who is posting with the idea that this is a great way to advertise for the Pacific Suites?