Overwhelmed - not us, the hotel
The young woman at the desk who checked us in was great; it went downhill from there. The room was fine, but nothing extraordinary for $360/night. Then there was the nickel and diming. There were at least 5 different locations in the room for minibar items - water for $9; wine in two different locations, and it was not a huge room.
And why do $50/night motels give you free Wifi access, but the more expensive the hotel, the more they charge you? Our Starwood status got them to waive the $14.95 per night per DEVICE charge but, predictably, it was on the bill and we had to have it removed at checkout.
We were in town for a conference as were other friends staying at the W. They did not get requested wake-up calls, had room service breakfast served 1/2 hour late. The hotel complained they were overwhelmed by demand, but that is poor management. Bring in enough staff to comply with your guests' requests; you certainly are charging them enough.