A WINS & WOWS RECOVERY! Thank you Jonathan for taking a personal approach to turn around a complaint and impress a guest - thoughfully going above and beyond for one of our guests!
It was a really quiet day today until someone came downstairs to inform us that an alarm was going off in another guest’s room. Now the guest pointed out that they were a SPG Platinum member and that this was unacceptable. They needed to sleep for a meeting tomorrow, so the FSD on duty along with myself went immediately upstairs to the room that the noise was coming from and all it was was an alarm clock. After finding that it was an alarm I proceeded downstairs and told the guest what exactly it was and that we do apologize but here is 2 free movie tickets that I personally have on me. The guest was actually thankful because he had his son with him. The guest then asked why would you give me your movie tickets and I simply said it’s because as a son I know how important it is to spend quality time with your father. The guest smiled and said your father should be proud.