Lets start by the Positives...
We arrived and the check in was easy and the front desk staff were very helpful and accommodating. They told us because we were a member of small luxury hotel we could have a late check out (our plane wasn't till 6pm).
The room was cute and had everything we needed, the baggage guy went through everything with us, how the hotel room worked and opening and closing time of the restaurant etc.
The food in the BLT restaurant is very good, of course the meat is fantastic, but they also do a sushi menu, the sushi is also really good.
The cleanliness of the hotel and the bedroom was amazing, super clean and always neat. They come in the evening to do a turn down service (which for me put them on the 5 star rating).
The waiter at the bar one night was very nice, talkative and always happy and smiling.
Now for the not so good areas.
The only staff that were nice were the front desk, the baggage guys and one guy behind the bar one night. Everyone else didn't want to help, didn't smile and even didn't say hello to us when we sat down or wanted to order.
The restaurant in the hotel has great food, but it is let down by the service. They are slow and we were waiting 40 minutes for our food to come out (the starter). The staff are rude and don't care.
The lady who site the people in the restaurant never smiled and looked miserable. It was like she didn't want to be there. One night we wanted to stay in the hotel and asked if there were tables available inside or outside, she was rude and just said NO. We went outside and there were 4 table free of 2 persons. We didn't argue and went for dinner somewhere else. We got back 1 hour later and these tables still had no one sat at them.
Lastly the concierge. There are 3 different people on the concierge changing at different times of the day. The first Lady was very nice and tried to help, but she came across as she didn't really know what she was doing. The second guy was lovely, smiling, happy and wanted to do as much as possible to help. The last guy was just terrible, rude, arrogant and when we went to the front desk to ask something he came up and got straight in our personal space saying he would help... Not nice.
All in all, if the service was sorted out I would defiantly come back to this hotel, but as the service how it is i would try somewhere else.