The facility is amazing and beautiful. The staff are very attentive. The actual service is a mess. Both the concierge and the reception desk are a problem. I hope that my experience was somehow a one-off, but they didn't seem to act like this was unusual.
I had been in email contact with the concierge for weeks before our arrival to arrange a tour guide for two days in Jaipur. In multiple emails I asked, and they confirmed that a guide was already lined up and that the guide had reviewed my custom itinerary in advance. When we arrived, I introduced myself to the concierge who said that he could "call a guide for us". I told him that a guide was already arranged and showed him the emails. He was unaware of this and again said he would "find" a guide. The guide arrived 30 minutes later, and confirmed with me that he had never seen my itinerary and wasn't told about the tour until the call 30 minutes earlier.
Later when one of my travel companions left his room card in the room and requested another, they looked him up in the system and said that he was staying in a different room, and tried to give him a key to the wrong room. Checking out was a total mess. Rooms that had been prepaid in Expedia were credited to different guests, and they made us re-pay. Later, when this was reviewed they said it would 5-7 business days for us to receive refunds for the double charge.
