The rooms for the same grade (deluxe double) can vary a lot! The room I had first allotted was so old and looked totally different from the pictures shown. I complained about it and was assigned to another better room on the next day.
The staff's attitudes were generally good, except for one or two front desk staff who kept speaking to me in Mandarin because of my Asian-looking face, although I had emphasized that Madarin is not my mother tongue. My impression was that they treated Thai or other non-Chinese customers generally better than Chinese. However I trust this bias shouldn't be happened.