Thanks everyone for your opinions...it started with a specific hotel/issue, but made me curious about the overall thoughts on the issue.
I have only just started to return to "luxury" hotels for repeat stays and have had some very good return visits, with issues from previous stays corrected, but also had downgrades in rooms and service.
I do think the takeaway is to be clear and upfront with the hotel with your expectations, both before and during the stay.
Really appreciate those who took the time to provide answers.