Originally Posted by
orbitmic
I don't know this particular hotel. I stayed at two SLS this year - Buenos Aires, treatment was excellent. Miami Beach, treatment was atrocious. Personally I have the impression that as a brand, they feel a bit "outside" of the main Accor brand so the response may be related to individual manager's behaviour.
I never stayed at SLS, but in general whatever the brand/chain, I tend to say that in the US, you are just a credit card and outside the US, you are a customer.