A few years ago I stayed at a vedddy expensive and famous hotel in Beverly Hills. OTOH, the room was lovely, the pool area was lovely, the food was good.
The service? Less than stellar. We got there at 5pm. Check in was supposed to be 3pm. We were told our room was not ready and to go to the bar. No apologies and no comped drinks were offered. We had to wait nearly 45 minutes -- standing up, because all of the seats in the lobby were taken by others also waiting for their rooms. My friend is a computer consultant and she was shocked to find that the internet connection was NOT free -- it cost $10 per day. And then the constant tipping... got old.
Have to say, however, that we also stayed at the Beverly Hills Hotel -- it is famous for a reason. The place is fabulous and the service was like nothing I've experienced in my life before or since. I am a big nobody and they made me feel like an A list celebrity every minute I was there.
I have had, I should point, out some truly crappy service at 'normal' hotels like the Fairfield. Last year I was at a Fairfield in Madison, WI and late at night after I was in bed, some men were pounding on my door screaming and yelling. I called the front desk and their response, "Well, tell them to go away. What do you want me to do about it?" When I responded, "Then I guess I'll call 911!" Well, then they decided to send someone up.