The vast majority of commenters find the GM's remarks to be positive.

Let me give you another perspective - the perspective of someone who has actually met the gentleman and tried to point out a service shortfall. Ignoring the fact that the polite feedback came from a Diamond member, his reaction was quite belligerent and totally uncalled for.

He is Australian and his behaviour matches that of some very unsavoury Australian cricketers.

His replies to the TA comments quoted above also betrays a belligerence that is quite unbecoming of someone who is in the hospitality industry.