Last year, I had an awful experience with this property.
As a platinum, I get 2 pieces pressing per stay. And one week, when I got it back, there is a hole on my sweater. And when I went downstairs and asking them to investigate, the first thing the hotel manager asked me is where I bought the sweater. I said David jones. And I didn't want to take the sweater back until they finish investigating. Up on my return on the following week, the first thing the hotel manager told me 'we have very good relationship with David jones across the road and they mentioned they have never seen this one. ' seriously? Is that what the duty manager has been doing all that week? I mean I have spent about 50 nights at that hotel on a above their BAR corporate rate, if I want to pull something, don't you think I would do that earlier? And I had reservations in the following weeks as well!!!

At the point, I just lost it. I refused to talk to that manager and open a case file directly with SPG and demanding a response from the GM.
To the GM's credit, he was VERY helpful and try to find a resolution. The attitude is completely different from the manager. One thing in common is that the hotel staffs (since I have been staying there a lot, I know some front desk agents) mentioned he has been working in the hotel for quite a while and handle things well. Really? If it was not the GM, I don't think he would reach any resolution with me.

They always try to find a way to say its your fault. Your fault for giving the sweater to us, your fault for doing the free pressing, your fault that the sweater has a hole... Right, my time is so much better spent arguing with a duty manager... For his credit, he even mentioned I have signed a waiver (which I didn't, but he kept saying I should have... Lol... Then can't provide paperwork that has my signature... Because I never signed anything....)

For this hotel, go to the GM. Don't bother with front desk managers.

Also, the club manager, one day they ran out of oysters in the club (just don't have them up there on a Sunday) and when I asked about it, they mentioned they don't have any in the hotel. I said that's interesting as I am sure downstairs buffet have them. Then she told me they get the oyster from different suppliers? Really? Oyster from two different suppliers for the same hotel? Interestingly, i mentioned this to the GM when I was talking to him about the sweater, he said 'we got that from the same supplier... They should have them up there on the weekend!!!' So lies from club manager!!!

Well, there are also noise from next door construction - the manager refused to move me at first... Then after I submit a complaint to spg, then offered to move me at 1am!!! Including packing my bags and everything and move to a new room!!! After I went down and talked to someone for 5 mins, they offered me a second room to sleep for the night and kept my staff in the other room and move the next day.

Well, enough said... Nevertheless, the GM is very helpful and nice in that hotel. Only of the staffs are half as helpful as him... Sarah in the lounge are friendly too. They are not all bad but it just seems everyone I know runs into one of not so helpful ones...