Hotel itself is good, service is very unprofessional eventually. I am Titanium Bonvoy member so I get the lounge access included. I plan myself to arrive an hour before afternoon tea event close so I could make sure to try it out. I checked in with an aged man(60-65 I believe), everything is all right, he explained hotel overall and provide me two keycard, I gave my wife one so she can drop her stuffs. Me and my kids rushed up to afternoon tea which is approx 30mins to close, I touch the keycard to the lounge door but it won't open. I saw the phone in front so I called to asked why, a woman pick up and said to me"you have 2 keys right? one key is for room and one key is for the lounge. do I get it?" instead of her helping calling to the reception at the lounge to open for me I have to go to my room and get it. I think of my self, shouldn't she make guest feel more welcome and have some sympathy, oh well, whatever. So I rush back to the room to get my wife's keycard, arrived at the club and hit my keycard to the door, guess what? It still don't open. at this moment I get so god damm angry as the afternoon tea is soon to close, so I pick up a phone to call reception, explain/yell everything furiously and now she said that she will call the club lounge to open the door for me. I wait few mins and the club lounge door open, guess what? it's not the employee, it's the guest exit the door. when I enter I asked to the club employee why I couldn't get it. so she explained that I should have present with 2 sets of key cards, not 2 keycards. it should be 2 for club lounge and 2 for the room. *so mistake number one, key cards not correctly provide. oh whatever, so I enter the club lounge and yeah, like what I thought the afternoon tea is closed as expected. and as expect the front desk that did the mistakes came up and bow said that he's sorry, pretend to listen then nod one more and then leave. seriously WT, it ended super super easy, I was furious because of the mistake you make and you just get away easy, oh whatever TF, I want this to be over. I got back to the room, lay on my bed and rest, talked to my wife if we should go to haruka 300 at day or night better. *and again mistake number two, same front desk forgot to provide the complimentary ticket. This is a very annoying mistake as if I didn't know this benefit before, we would all miss it. I know that haruka 300 is not a lot of money but the thing is, how long have you been working here? are you on a day one job? this front desk keep on making mistakes again and again. he is a Marriott front desk for many years, as a guest how do I have to keep correcting his mistake, How can I be more professional than him? and again I called say that ticket is missing, they noted it. same front desk just came up to the room, give the ticket, bow down saying that he's sorry and that's it, very easy to get off. oh well, apart from that unprofessional frontdesk, everything else is good. room is clean, size is good even with high floor upgrade. Evening cocktail food and booze is not so good but breakfast is all right. departing to airport is really really easy. didn't get a chance to try afternoon tea session as I met a incompetently front desk…