I've stayed at this hotel in the past (approx. 8 yrs ago). The condition was a bit dated then, but I've never had any issues with the service. However, this time it felt like the service and conditions took a step back, despite its "updates" since my last stay and despite booking the VIP "Renaissance" suite.
The room card didn't work in unlocking the door, nor was it needed to turn on the lights in the room. So why they even bothered giving us a room card escapes my logic. The hot water in the shower required five minutes of meeting the water run before coming to. We were given the option of switching to another VIP room, but I didn't want to chance it. The updates to the VIP suite's bathroom layout was also awkward, with the tub halfway hidden behind a wall and dangerous to step into on a wet floor.
When my friend requested extra towels and soap, the response given was that they were busy and it would be at least 15 minutes before someone came. That was fine, since we told them we'll wait, but then curiously they asked when we'll be leaving our room. My friend reiterated that it won't be a problem since we'll be in the room when they come around with the toiletries, but then the person asked again when we'll leave the room, as if they heard nothing of what my friend said.
In summary, I would've preferred the hotel's former condition and service to its current state, and will reconsider staying here next time I'm in the area.