Speaking with the manager about our bill I thought she was coolly perfunctory, even if perhaps correct. Other hotel staff have sought to understand our question(s) and perspective and to respond in a way that addressed our concerns in a way that was not at all perfunctory. [This was our fourth stay and the first time we have spoken with the manager. Perhaps she was not feeling well.]
The helpfulness of staff, both cleaning staff and front desk staff. For example, we had a problem with the hotel's electronic card for access to the nearby garage. When we couldn't withdraw it upon departure, the front desk person went and retrieved it without the slightest complaint though it required ten minutes of her time.