The Shangri-La never disappoints, the brand is quality. However, on this occasion I've stopped short of my typical 5 stars as the service was a little less proactive. For example, in the Horizon lounge, which usually exudes service, we were constantly having to ask for another drink, whether it be coffee, tea, juice, wine or spirits. None of the usual, can I get you another, or would you like a refill? In complete contrast the staff in the Spa, looker room, and pool side, amazingly attentive. Our thanks to those that went the extra mile! We also found the checkout process completely disingenuous; two staff members checking us out as the same time. One asking the usual questions the other nodding, smiling etc. when the questioner walks to printer to retrieve our bill, the other asks the exact same questions, scripted 'when can we expect you back?' Etc. Nothing annoys me more than staff that clearly haven't listened to a conversation that they've supposedly been a part of. Frustratingly we couldn't checkout in the lounge, due to the front desk taking a swipe of my card on check-in, a computer says no moment. Overall, not the the usual 5 star standard we've come to expect with the brand. Hopefully our feedback provides a useful learn opportunity.