I'm so sorry to hear your experience.
It may or may not matter, but I had emailed ahead to the hotel about the stay, asking about any upgrade opportunities or other perks for Diamond members. Maybe that meant someone made the right notes on our folio?
For breakfast, we prefer restaurants to lounges unless things are crowded; each morning they would ask room number and look down a list to check off before seating us. Truly YMMV -- for all we know the GM has changed and that may mean service has changed. All I can say is that it was one of my better hotel experiences.