yeah, Jason is very direct so that might put pple turn off. he give me an impression that he will get straight to business which my SO like and he also very direct with Jason too. i tok to his superior ( Name start with RXXX , if nt wrong) . if want to see her level of customer service , is really bad. swissotel and carlton are different star hotel , can see the level of customer services there. and 4 star hotel are more flexible than 5 stars hotel. 5 star customer service more professional ( in my opinion) i see that in the 4 stars and 5 stars hotel we went last time.