Generally I would say that someone complaining about these things is a tad entitled, but the whole St. Regis brand is basically built upon entitlement, so all bets are off. They command what I've always thought to be an excessive price premium based upon things that aren't hard product (butler service, etc.), which personally has never really interested me (I'd rather stay at a Westin for half the price and spend the difference on dinners). But if that's how they want to play ball, then they should be ready for some picky customers. So I'd say the things that you note are in scope for holding them to account based on the brand image they've built and the customer segment they target.