5. From check-in, when they didn't have any record of the detailed notes from my Virtuoso agent to the Mandarin contact (which I had an e-mail copy of), to arguing with me that (1) they didn't know my family was traveling with me (a fact stated out in great detail in that e-mail which they apologized for missing) and (2) they didn't do turn-down because my do not disturb light was on (a light that went on after 8:30 pm), to the room that is a few years past the need for a renovation, to the untrained staff (an employee actually squeezed himself into an elevator with six people with a mini-fridge on his shoulders - hovering it over the heads of my children), to the check-out (when the bill was error-laden and we found that my kids were supposed to have received stuffed animals upon check-in), this hotel continued to disappoint.