"A long time ago, finer hotels would greet you and follow up with you and if one returned numerous times (like we have) they followed up with you and made sure you were taken care of. Edmund is a treasure in our opinion. I have stayed here 5 times in 3-4 months, and if I ever have any type of request, Edmund makes it happen. Other hotel employees may use the scripted "we will do our best and it is based on other factors, etc". Well, if I am flying from San Francisco to Hong Kong, I'm exhausted...