What an utter disappointment. When you pay over $650 per night, expectations are high. The following complaints wouldn't be an issue if they didn't claim 5 stars. Felt more like a motel 6. We arrive after a long flight, and there's no doorman, greeting, nor offer of even water. We're ignored for the first 10 min we stand in the lobby, finally we get a basic acknowledgement and checkin experience. Go to the room, it's okay, but the light in the hallway doesn't work, so it's dark, and the bathroom door doesn't close! I ask for a different room but they tell me they need to verify the door issue. Ok... So a guy comes, trys to get it to close for 5 minutes, finally gets it closed by slamming it incredibly hard, and tells us there's no issue. So I go complain again, and the receptionist looks at me and says the guy said everything was fine. No offers or attempts at "Service recovery" but I insist as it's our honeymoon, so finally they offer a different room for our next night. Next morning realize the coffee maker wasn't cleaned, and spent 15 minutes trying to take out the jammed old pods, to get it to work. So we move rooms day 2, and second room is fine. We realize our first room was also missing cream, and water bottles.
Through the whole time, it would have super easy and simple to offer a bottle of wine, or a free breakfast, or really ANYTHING you would expect from a hotel claiming 5 stars, but we got better service in our airbnb before and after this fail of a hotel.