As world travelers, we have had many hotel experiences over the years. We had a wonderful room on the 6th floor with floor to ceiling windows on the corner with spectacular mountain views and we loved size of the room and bathroom with soaking tub. Cleaning service was great. The food at Juniper & room service was very good. We were not impressed by the 4 Saints restaurant. One serious issue, however, was that the lock on the door to our room from the terrace was broken so the room was not secure. We reported it to the front desk as soon as we discovered this. Unfortunately, our concerns about security were dismissed by a male staff member at the front desk who made us feel that asking for a secure room was trivial. Having been the victims of robbery, we were taken aback by his cavalier attitude. He basically told us not to worry about it. Maintenance staff came to assess on 2 different days and initially told us that they didn’t know about it, that they were waiting for parts and/or would dismantle a lock in another room and replace it but nothing ever happened. We waited all week for a resolution but no one followed up with us and we felt that there was a total lack of concern about this on the part of hotel staff. Customer service, especially around a safety, security issue, was completely lacking. That said, the valet staff, High Bar staff, and Juniper staff as well as everyone else we encountered were professional, attentive and friendly.