Luxury: When you ask where the (bar, restroom, gym, etc.) is located, someone walks you to where you want to go and makes sure you have what you need when you get there (Amangiri, Banyan Tree Mayakoba, Peninsula Tokyo).

Falling into the scent of white orchids and lavender floating in a bowl of water under the massage table as you lay your head face-first into the head cradle (BT Mayakoba).

The "cacoon"/relaxation room at the Peninsula NYC spa where you can wrap yourself in a down blanket on a pillow-top bed and relax/sleep after an early-morning red-eye arrival if your room isn't ready (I always book a massage upon arrival in the morning of my red-eye).

The Rolls-Royce transfer at Peninsula Bangkok, where they greet you with cold-towels and ice-water and sweep you away effortlessly.

When the server at the bar greets your friends by name even though you book all the rooms yourself and their names/passports are not on any of the records (RC Singapore).

Not Luxury: When you ask for directions, they point with a finger or try to tell you where to go even when you look lost (Plaza NYC, Peninsula Beijing).

The Rolls-Royce transfer at the Peninsula Beijing, where the driver moves the car forward just as you are stepping out so that you fall (gracefully) on your tush in front of the red-faced GM and the staff.

When the shower is broken, the lamp doesn't work, you don't get your wake-up call, and there is no service recovery attempt by management (Peninsula NYC).