I was there in October 2008 (not really recent, I admit) and had no trouble with the hotel staff anywhere in the hotel. They were all well trained, friendly and efficient. The booking was made through Virtuoso, but it seemed that the staff had not been briefed on the amenities, so there was no welcome amenity & card, etc. After a quick phone call to my agent, this was promptly resolved - they even sent up a bottle of champagne as an apology. Other than that, rooms and public spaces are very chic - understated, contemporary elegance, as described by Non-NonRev above. We were very happy there and are likely to return.