It was better service than with the Retreat Team Concept. Then the Retreat Concierges were swamped with folks wanting to make/change dinner reservations, cancel excursions, get help with internet, etc. The butlers are now handling these things for many of the guests. So a big improvement there.
I’m not sure whether the reactive approach is due to the number or suites each Butler has or a reduction in their freedom to act. Things like not offering a cheese plate or snacks when we had 3 other couples in for drinks, no offer to stock beer in mini bar, or no surprise bottle of wine, or no unexpected snack, cookies or other treats periodically appearing in the suite.