We often get such great feedback from our guests, both direct and via the many social media sites on the web. It is great to see those guests that take the time to share their great feedback from their stays directly with the hotel. Below are just some recent kudos that General Managerss have shared that celebrate their teams. Send your notable moments to milestones@rhgcorp.com!
Exceptional Experience Delivered!! - FOUR POINTS TIMES SQUARE
“Very nice to meet you today and I would like to complement your staff for the job that they are doing in a very busy, chaotic environment. I am a business traveler and typically would not stay at a Four Points, especially
not in mid-town in the middle of tourist season. I found myself without a room yesterday because I did not pre-plan this trip and was only able to reserve 2 nights at the element property behind yours, so I called SPG and was able to get a decent rate for last night and I moved here. I have been extremely pleasantly surprised that while the energy of the hotel is exactly what I would have expected, with the frenetic pace of tourists coming and going, your staff is still able to exude a confident, empowered, engaged, responsive, efficient and simultaneously, an almost joyous style and attitude towards its guests. I have watched several interactions between your guests and staff and can tell you that your guests truly like this hotel because they love your staff.
Personally, some of my experiences have been:
- Surprise when Kevin checked me in yesterday at 10AM, and gave me a room immediately even though I was just expecting to store my bags.
- Supreme professionalism and training with a registration clerk when I asked to change the SPG rewards account from my partner (who booked my original stay at element under his SPG Preferred account) to myself last night around 12AM. (I expected to have to convince her or talk to SPG rewards directly later)
- Relaxation and a moment of calm when I grabbed a beer late last night at the bar. One of your guests gushed to me again and again over the bartender (robert?) who she said was the nicest person ever. I found this to be true as well once I spoke to him and this interaction helped me to unwind before hitting the hay.
- Extreme responsiveness when Ruth helped me repeatedly and tirelessly this morning in my attempts to get some business done. Ruth was singularly exemplary in that I could tell she is smart, empowered and well trained, but yet is able to serve clients with an enthusiasm and calm that helped to settle my stress in the situation I was trying to get resolved.
- And ultimately the capstone to my experience was that as I waited for Ruth to finish saying goodbye to some guests who obviously love her, you made sure that I was being served. Later, upon my request for a comment card, no less than 2 other associates immediately went to work to get me what I needed while Ruth, who I still had not spoken to, checked her email account and brought me a document that I needed printed without being asked.
I never write comments like this because I typically feel that I am paying for service and professionalism, so I can tell you that your hotel and staff has made a huge impression on me.
Thank you for the way that your hotel and staff serve its guests, I will definitely be back and will let others know. Best wishes, Kamau”
SETTING THEMSELVES APART! – aloft New York Brooklyn
“I choose to write to you today to express my gratitude to you and your staff for an exceptional stay during June 27th to July 1st. They were fabulous and truly made our stay. I can't ever recall feeling more welcomed at any hotel that we've visited in the past. They were all very outgoing, friendly, well mannered and professional. Please extend our gratitude to them. They're a great team and deserve to know it.
Regards, Danny Ioannou & Zeyna Erdogan
Toronto, ON Canada”