I think the hotel provides excellent service to platinum folks or folks staying in the towers section. But for lesse mortals like me staying at the regular section, its always at the mercy of who you get to interact with.

I think they need to be consistent with their treatment. There is possibly a training need for some of the front desk staff.

Their knowledge on the SPG program leave much to be desired for.

Anyways, I am not staying in the regular section of that hotel anymore. Maybe I'll consider the towers section when I am rich enough to afford that!!