I paid extra specifically for complimentary breakfast, yet upon check-in the staff claimed they had no record of it and kept me waiting for over 30 minutes while they sorted it out. Once they finally confirmed that I was correct, instead of apologizing they blamed the issue on me for booking through a third-party site, as if the mistake was somehow my fault. I have stayed in over 50 hotels, and I have never had a manager respond to a guest this way.
Then, at checkout, I was charged for breakfast again and had to dispute the charge a second time.
To make matters worse, valet service was equally unacceptable. I waited 45 minutes for my car, only to be told they had no internet connection and therefore never received the request to retrieve it.
This level of disorganization, poor communication, and lack of accountability is unacceptable for any hotel, let alone one that markets itself as luxury. Extremely disappointing experience.