i have 2 stays there recently, the hotel brought in a few interns from mainland china and some other asia countries, they were assigned rotating roles from restaurant -- front desk receptionist -- lounge, and i do agree that the staff there are not "welcoming" (those might be interns)

As gold member, my first stay booked deluxe got upgraded to Grand Executive (~ jr suite), with full benefits.

But the second stay booked deluxe, i was not given upgrade until i requested for it, the staff seems reluctant, he got me an exec room, but he put a remark to remove all the executive room benefit.