I had a three night stay recently at the Oriental and came away disappointed. Physical room was nice - felt very new. Where the stay severely lacked was in service. A few issues -

-Concierge disregarded original confirmations they gave me - had to redo all my work with them for tours, transfers, spa, etc
-Even after confirming (twice now) my spa and fitness appointment, there was no record of them the morning of - thankfully it got sorted out after about 30 minutes and a few calls
-No acknowledgement of virtuoso benefits; they only provided them once they "researched" it with reservations on last day, plus my TA getting involved
-No greeting, acknowledgement, nor in-room check in after having booked transfers through the hotel - literally nobody to greet me on arrival (midday)
-All "front-row" seats on the river are "reserved" at breakfast; they were all empty when I arrived and asked for one, was declined. They sat empty the whole time

The Good -
-Physical product was nice
-Bartenders at Bamboo Bar were nice and made good drinks

I'll be staying elsewhere next time