While the location is impeccable and staff worked hard on serving customers, my family felt there was a lack of hospitality in this upscale premise. Obviously, the management/leadership of the hotel causes such a major disappointment. Staff training on how to deal with unspecified situations is urgently needed. Rules are rigid and hidden fees are prevalent for any non-written requests. I also provided comments onsite to a staff and service manager, but we never heard back from them or or the manager on duty.