Totally agree with your comments regarding check in!

We recently stayed there had a wonderful stay and loved the place, but check-in was a real mess.

Cold and slightly distant check-in staff, took 10 minutes, the check in lady was half dealing with me and half stapling bits of paper together from a previous guest. Forgot to honour a complimentary room upgrade until I reminded her and then forgot to give us the voucher for afternoon tea and free skytrain passes.

I reported these to the resident manager and got an excellent response, but I really think this is a big issue this hotel MUST address. You and I are not the only 2 guests who've noted poor check-in at this hotel.