My family just went through the same thing. Before we went to the Poly concierge last week, we would get really excited at every good thing we heard, and then depressed at the bad things. But my first experience at the Poly concierge was really, really good. Everyone was very helpful. Our room smelled smoky on the 3rd fl, but they even worked hard to fix that. No problems, no hassle. The food was wonderful, the grounds were lovely (we had a garden view), and the walk to the TTC wasn't bad. Finally, I LOVED the rooms. I am one of those people who has always adored the cute GF rooms, and I heard that the Poly ones were dark, etc. but I found them very relaxing and very pretty. Hope you have a wonderful time!