Perhaps a small grip, or a few bad experiences - curious if I'm just the exception

Recently some small requests at W properties (mainly w/ IRD) have been met w/ resistance.

"We don't normally do that"

"Nobody is available at the moment"

Does anyone else feel like the mantra of W Hotels (US properties) has ever so been slipping away. I used to admire the attention to details and service; something I look back on as just fond memories now which brought me initially to the brand.