The Aloft Brooklyn team received a complimenting note from Arne Sorenson, President and CEO of Marriott, after receiving a praising letter from a guest:
“This is great feedback from one of your recent guests. You and your team made a big impression on him, helping him patiently during an emotional time. Thank you and congratulations on a job well done. Please extend my thanks to your team, particularly those called out by name. I hope all is well in Brooklyn. Arne”
GREAT job Aloft Brooklyn Team! Keep making us proud! Read the guest letter below:
"To Whom It May Concern,
With this letter I would hereby like to acknowledge, compliment and thank several of your Aloft Brooklyn employees for the excellent service they provided me with during my visit. I would also like to take a moment to outline why their sterling customer service means as much to me as it does.
I stayed at the Aloft Brooklyn location from Thursday, January 3rd, 2019 until Tuesday, January 8th, 2019. My visit to Brooklyn was not under the happiest of circumstances. I was in town to take part in the home-going services of my beloved aunt whom had only recently passed away on Christmas Day 2018.
On Thursday Afternoon, January 3rd, 2019, Mr. Ali Masri helpfully got me settled in to the hotel due to the fact that my flight arrived earlier than anticipated. I needed a moment to gather my thoughts and composure as well as a place to change clothes for the evening memorial to honor my beloved aunt. Mr. Masri was very courteous as well as empathetic, professional and accommodating.
On Saturday Morning, January 5th, 2019, Ms. Ashley Leito and Ms. Josanne Philbert helped me to sort out my billing statement at a time when, quite frankly, my mind was simply on other things. I was just too frustrated to make sense of what I was looking at on my billing statement. Ms. Leito and Ms. Philbert were the very definition of grace, patience, understanding, empathy and professionalism.
On Monday Morning, January 7th, 2019, a gentleman by the name of Arsalan willingly and patiently assisted me in further sorting out my billing statement for a second time. He took his time to systematically re-explain the charges just as Ms. Leito and Ms. Philbert did previously during my stay. Sir Arsalan was not only clear and concise but also, understanding and pleasant in his re-addressing of my concerns and questions regarding my billing statement.
On Mid-Morning Monday, January 7th, 2019, Ms. Josanne Philbert and Ms. Sonia Solache were kind enough to inform me that I was voted “Guest of The Day”. This honor allowed me an opportunity to spin the wheel wherein I won a free breakfast. I found this to be a particularly kind and thoughtful gesture and in keeping of the 5 Star treatment I began to become accustomed to during my stay at the Aloft Brooklyn. It was a pleasant surprise and very much appreciated. It reminded me of the type of treatment I customarily receive whenever I stay at The Four Seasons Hotel.
I have always been pleased with the service I have received at the Aloft hotels that I have visited in the past. However, the Brooklyn Aloft staff displayed professionalism and enthusiasm that ensured I knew and felt I was not merely ‘another guest’ at the hotel during a time when I felt extremely melancholy. The staff at the Brooklyn Aloft exceeded my expectations from Day One of my arrival. By the last day of my visit, I realized that the Aloft Brooklyn would be my ‘go to’ lodging of choice whenever I come home to Brooklyn.
This type of professionalism and commitment to the highest level of customer satisfaction has to be acknowledged. Especially in a time wherein people are so often quick to complain and unfairly point out the tiniest details that pail in comparison to the good aspects of the customer service experience. Having in mind such a pleasant experience with the Aloft Brooklyn staff, it would be my pleasure to continue doing business with your company in the future. I cannot say enough positive things about your staff.
In closing, anyone that I come across that mentions traveling to New York and proceeds to ask me for suggestions regarding a place to stay will be gladly and strenuously advised to stay at the Aloft Brooklyn! Please make it a point to share this letter with the highest levels of management within the SPG Chain of Command.
Sincerely,
SPG Member"
