The Sheraton Milwaukee Brookfield team had to give a guest some bad news about a promised room upgrade upon arrival but Terrell (Director of Guest Experience) and Patrice (Front Desk Agent) went above and beyond to recover the situation and WOW the guest.

See below for the letter that was sent to the hotel's General Manager:

"I wanted to share an exceptional service experience I had at this location. When attempting to  check-in, I was disappointed to hear that the hotel would not be able to honor my suite reward upgrade, which had been confirmed in email several days prior. I was verbally agitated and considering relocating to another property immediately. Fortunately, Patrice and Terrell went above and beyond to accomodate me and find a solution. Terrell offered up another room that had been "under construction", and even walked me up to it personally for me to view. He had the room cleaned for me immediately, and provided me access to the fitness center while I waited (and brought me a water). In addition, Patrice offered patient, professional service...even asking "what can I do to ensure we can keep you at our hotel?". Both of these individuals went above and beyond my expectations, and should be commended for how well they represent your brand. They took a challenging situation with an emotional guest and patiently worked for a perfect solution. I am a Vice President at a retail chain and I fully understand the benefits of having service-focused employees such as Terrell and Patrice. Thank you"