Thanks for the review 777 global mile hound.
What a terrible experience at the NYC property. I'm quite surprised of the outcome. Did they give a reason why your elite status was revoked?
You're right regarding the governing of the loyalty program and out of hotel service. Everything seems to be controlled and decided by the property itself, there isn't any centralized point of contact that you can talk to regarding complains, feedback, or even their Best Rate Guarantees. It is all decided by the intended property.
It still does have a long way to go to build up it's loyalty program as compared to the bigger well established chains. My two experiences at two of their properties in China ended quite well so I will still continue to maintain the membership (2 stays per membership year). Will try out their other properties later this year or next year when I have the chance.