This hotel stay started badly after arriving from a six hour trip to be told our room wasn't ready. After being shuffled to the lounge to wait, it took further queries to find out that the room we had booked would take over an hour to be prepared. We had arrived after the check in time. It wasn't until a little complaining later that we were reluctantly offered an alternative.
The room we entered was great in terms of tidiness and size, but it was very fusty, with a humidifier blowing full power all the time to eventually freshen the room.
Food, the gym, the general service following this was good. Yet, there were issues in the Club Lounge where two people would sit at tables of four, refusing to move to allow families of four i.e. mine a seat. Thus we were told to wait. I would have expected more from a five-star service. I would also have expected staff to be a little more clever in their seating of guests.
I have stayed in many five star Bonvoy group hotels, and the service here did fall quite short of what I have received elsewhere. I feel a little more consideration regarding minor - but important - details would lift this hotel. Sadly though, my family and I won't return.