The Four Points Midtown Times Square understands the meaning of "all people want is to be paid attention to".  Alicia Luke, Corporate Assistant Director of Operations, received the below letter from a very satisfied guest. Thank you to all the associates who make our guests feel important, it REAL-ly matters. 

"Good Morning Alicia,
You have a very good staff.  I could stop there but I need to vent (in a good way):

"What's the date honey?"

That was my question to my wife at 4:50 yesterday morning as we were on our way to the Palm Beach International airport.  I was driving and writing a check out to her to cover bills.

"The 13th Doug.  Friday the 13th."

"Oh boy!"

Man, what a day.  I'll leave out the details but suffice it to say that by the time I left the Admiral's Club at La Guardia where I had been triaging the day's business and family problems, I was exhausted when entering the cab.

The driver got me to midtown and we were stuck in a traffic quagmire when I finally, at 37th and 8th Ave. said, "Let me out Bud, I can walk from here."

I did, and found my way to Four Points by Sheraton on 40th and was kindly met by Emavoke.  Absolutely delightful!!

She upgraded me and upon flopping into my room, I realized my phone and I had been separated.

Double and triple checked before heading down to seek advice and help about my cab receipt and lost phone.

ENTER RUTH POLANCO

Ruth explained the 311 system and gave me her iPhone to try my luck with that.  I sat at your bar, on the phone, going through the 311 drill when Louis introduced himself and comp'd me a drink saying "I've actually always been exceptionally lucky on Friday the 13th."

I returned Ruth's phone and returned to my room where I was frustrated in iPhone recovery disaster as my mac couldn't launch "Find my iPhone" without a code which Apple would send to my "other device," my iPhone.

Went back to the lobby where Ruth (under tremendous guest pressure) took my troubles as though they were hers and convinced me she would get my phone.

Back to my room where I dozed until 9:30ish when the room phone rang and Ruth said "he'll be here in 5 minutes."

Forget about my plight (which your team resolved) and let me commend you for such masterful hires!

I have a showroom at 10th Ave and 20th Street and I know what it's like to keep good staff.  Over a 5 hour period, Anthony, aka Tony, aka T, kept me 'hydrated', Louis encouraged me, Emavoke amused me, Josie supported me, and Ruth spun an illusion that there were no other guests in the hotel but me.

I'm telling you Alicia, the ownership and management of this hotel are lucky folk.  If you hadn't treated me so royally, I'd be poaching these people to work for me.

I'm an admirer and please know that you do have my best regards,

Sincerely,
Doug Harris
National Sales Manager"