I find the chat responses very inconsistent.

The messages all receive an auto response. After that everything varies.

Most of the time the pre-arrival messages are not dealt with. For example I might ask to have two robes, for places my wife and I like to go use the hot tub. Usually not taken care of.

After arrival, some requests are quick (ask a second pair of slippers, delivered quickly), and some not dealt with (wash liquid empty, need refill) for the whole day and needed phone calls.