My experience, as reported, aligns much more with what nicolas75 shared.

Having said that, a few suggestions to improve the experience maybe.

On the luggage part, we also enter from the station and then mall side and yes, there it is less likely to receive assistance with luggage if so desired. One has to walk past the elevators and keep right towards the rear taxi / car drop off mentioned and there the bell hop team is stationed. Not that intuitive for people staying the first time, fair enough, but you would certainly have received the desired help.

The lounge team is usually very good, but it may be that the more reserved approach in Japan feels different for some guests versus say very engaging staff in some places in Europe or the sometimes even overbearing approach in the US where they check every few minutes and chat you up and such. Japanese guests won't like that and they still make up the majority of guests.

Typically, they have been quite attentive, but I do recall some cases where we would signal one of the staff if we wanted something extra in addition to say the afternoon tea set or evening drinks or so. Else they will look to be respectful of your converstion and privacy though they were making rounds during evening drinks to top up the very good champagne (if one was having that). Actually they even made a custom drink (Tokyo Spritz - recipe from IC ANA Tokyo) for me and remember it for 5 days.

We also had, if desired, longer conversations with some senior lounge staff (during quiet periods) talking about a range of topics and getting great tips for Osaka places (food etc.), but they need to get the idea that you are okay to chat with them or else the respectful distance comes to win again.

Hope your experience improves as I can only say that the hotel has been consistently great for us and I'm talking repeat visits for 10+ years (it opened in 2013 IIRC).