CONGRATULATIONS ON EXCEPTIONAL EXPERIENCE DELIVERY BORO HOTEL!  

Going the Extra Mile and how one person can make a HUGE difference to our guests.......as received by GM Jeffery Egol from his guest

Subject: Thank you from 3 Canadian Ladies

Dear Justin,

A friend and myself have stayed at the freshly opened Boro Hotel in New York during our ladies` exploring NYC trip on July 21st 2015. Upon our arrival, we not only noticed the modern and edgy design of your hotel, but also how pleasant the staff was.

Once in our room, we fell in love with the floor to ceiling windows that gave us a breathtaking view and also the minimalistic and edgy design of the room. (Really we feel that sometimes hotels overdo it with furniture that takes up space but are completely unnecessary), and yours was just perfect.I also would like to say how impressed we were by the cleanliness of the room.

We have had a wonderful time exploring NYC, then shortly before checking out , a third friend joined us, with whom we had breakfast on your amazing rooftop.

After having spent the day with shopping, exploring and dining in Manhattan, it was time for us to leave from Manhattan to La Guardia Airport to catch our flight, stopping at your hotel to pick up our luggages on the way to the airport.Well this is where our story began...

We hailed a TLC cab at 5:00pm in Soho in the middle of rush hour, asking the driver approximately how long it would take to get us to Boro Hotel and then to La Guardia. He said traffic was heavy (which it really was) but once we were out of Manhattan, it should be fine, we should get to your hotel in 45 mins approximately. We were well within time,so we agreed. It started to get strange when according to the gps on my phone that I was holding, we kept making the wrong turns and going into opposite directions,hitting worse and worse traffic jams, also even though we don`t really know NY, we noticed that we were going around in circles.Our driver would not answer our questions as to how far (miles) things were, which route he was taking, he kept saying he knew where he was going, but it was apparent that he didn`t , also was pretending to use his gps but he didn`t even put the address in there.

After getting to the Williamsburgh bridge, he took us over the bridge, then somehow ended up making turns after turns, took the highway into the opposite directions.We have "visited" the Bronx,Queens, went towards Staten Island, then turned around to go back to Manhattan, went back and forth multiple bridges...Any areas we had not seen on our previous night`s sightseeing bus, I am pretty sure we saw at that point.

During this ordeal, my friend had the great idea to call Boro hotel, and ask the manager to speak to the driver, and also to let us know if the areas/streets the driver was taking us made any sense. She had the chance to talk to Perry, who not only tried to direct the driver into the right direction, and get information out of him as to where we were and where he was taking us (the driver was not communicating), but once we thought we figured out approximately which direction he was going, well Perry offered to meet us at a close location so he could come and get us himself.It turned out that the driver (who kept saying "that said exit is coming up, and yes I know where it is, it`s further down", well he was about 30kms away from said exit , and heading into the opposite direction.

At that point we were sure that we would miss our flight, it was around 6:30-6:45pm , we had no idea where we were but were sure that not in the right spot and not heading towards it either. Once we were able to get him to get off the highway in an area that seemed safe for us, we made him stop the car and got out, just as Perry has advised us to get out of that cab.We very quickly hailed another cab down , who told us we were in Brooklyn heights, and had no idea why someone would do what this driver did to us and where he took us.

We then called Perry, who said, change of plans, he will take our luggage to the airport, and meet us there in order for us to be able to catch our flight, also advised us to explain at check-in what happened and to ask them to hold the plane.

As soon as we finally got to the airport, he was right in front of the airline check in, quickly gave us our bagages, and didn`t even let us thank him properly, he just told my friend, "no worries, just go ,catch your plane".We made it to the flight,and arrived safely back in Toronto.

We are not only grateful to Perry for his professionalism, and for being so genuinely helpful and going above and beyond from what is expected, but also for making us feel safe in a troubling situation.

We can`t thank Perry and the hotel enough, we will definitely stay and recommend Boro Hotel to anyone who is travelling to NYC.Overall we have had a wonderful time, and now have a story to tell, Thank you Boro Hotel and staff for the experience!