Signs say masks required and everyone in our family wore them but most times hotel staff did not, even when just sitting in the entry by registration desk.
People were repeatedly smoking under the entrance portico, right by the entry door. When I asked the desk personnel if they could do something about the smokers I was told the only thing she could do was to ask them to move if she saw them - which of course she couldn't because she was hidden behind a plastic shower curtain hung over the reception area. This is interesting too because most smokers were hotel employees. Could this be a cause of the fire that occured the day we checked out?!?!?! Besides dealing with the smoke and the stink, there were cigarette butts covering the ground under the portico - not a great welcome to your establishment.
I understand the inability to provide breakfast services and we appreciated the ability to have a go bag but was frustrated at the lack of options (good and drink) in the cart on our third day and the staff person's comment that she needed to replenish the cart - which she did not offer to do for us - and if she knew she needed to do it, why hadn't she already done it??? This wasn't the first time we had to ask for food options.
When I reported our room had a musty smell, maybe a dog smell, the response was one of lack of care or empathy.
If you are in need of a traveler to "secret shop" your facilities and/or to provide customer service training, I would gladly do so!!!