I agree
I just had an incident at this hotel also. I'm not going to go into details, but I agree with the assessment that there is a severe customer service issue at the hotel. I also agree that your physical appearance may have something to do with your level of treatment. It is also what happened to me and I observed other such interactions while I was there. Very sad, but very true. On top of that, the manager actually called me a liar when I said I was a platinum guest - have been for 6 years.