Sadly, I think the OP's experiences are, though perhaps not the norm, far from unusual.

Every time that I've been in, since opening, I've lamented the service standards. The positioning of the product is so clearly '5* hotel' and yet the service rarely matches up to that aspiration.

I've personally never experienced poor food; I've had one dish that I just didn't like and a companion was brought not-completely-defrosted mixed berries on one occasion.

But, attentiveness, housekeeping and presentation have all been lacking to various degrees.

I remember the first Cathay lounge opening at Kimpo in 1992 - catered by Grand Hyatt - and of course the Wing, Pier and now Cabin which are attended to by The Peninsula. That seems to me to be the answer for the Concorde Room. The current (Restaurant Associates?) contract staff just don't seem to know 'what good looks like', or haven't been trained to.

A little fairy dust from The Dorchester, or The Lanesborough, or The Langham, or One Aldwych would transform the place.