Apart from concierge and front desk, service was poor. They don't have a doorman and very limited bell staff. We had to open doors ourselves, get our own taxis, and bring our own bags down at departure. Staff overall were not friendly or helpful. We had lots of issues with housekeeping, including failure to replace towels and failure to provide turndown one night.

Spa staff were fine, massage quality was hit or miss. They tout the spa amenities but they are nothing at all special. They don't even have a jacuzzi/whirlpool. Room service was meh. They didn't give us rice with a green curry, and when I called down to ask for rice, they charged us for it. Asked for thai spicy but no heat at all. Breakfast was a huge disappointment. Quality and selection were weak and service was awful. After seating, we were never asked if we wanted anything. Dishes piled up on the table until I flagged down staff to take them away. There were lots of staff standing around doing nothing except actively avoiding eye contact.

FDA at checkout did not ask how our stay was, but I told him anyway. Received a generic "we're sorry" email from the FDM which did not address any of the specific issues I had identified. My reply went unanswered.

Summary: Decent hard product, poor service, poorly managed, definitely not a five star experience.