I had a chance to check out the Hotel today and I was super impressed with the space! Very beautiful and well done, and the customer service exceptional. I'd probably go so far to say that it may have been one of the most pleasant customer service experiences I've ever had.
I simply went in for a cup of coffee and to explore the new building. Ordered a pour over coffee, which they actually didn't have, so I ordered a regular small coffee which they gave me for free (I realize it doesn't cost them much, but the gesture was really nice and left an impression on me). As I was enjoying my coffee, the manager(?) of the Commons Club was greeting everyone as they were arriving to the restaurant, he was extremely personable and went so far as to introduce himself to me, shake my hand, and learn my name even though I was just hanging out in the coffee lounge and wasn't planning on eating at the actual restaurant. When I finally leave the place, the doorman asks me if I had a good experience, if there was anything he could do for me, and then tells me to have a wonderful day. All in all, every interaction I had was above and beyond what I am used to, and I was very pleased with the experience.
I will say that I generally don't hang out in nice hotels such as this, so perhaps this is the norm for this level of hotel, and I'm just now experiencing this for the first time. What I liked about the Virgin Hotel is that it felt very posh/fancy but also very approachable at the same time as well. I've been to fancy hotels before and some of them can feel a bit too 'stuffy' (for lack of a better word) and just not really a place that gels with me. This was not the case with the Virgin Hotel though, and I definitely plan to go back and eat at the restaurant there at some point.