Twenty Minutes Later, a Knock at the Door

“It takes something exceptional to get my attention these days, given the dozens of hotels I stay at each year. In a recent stay, [one of] your front desk employees literally overwhelmed me with her response to a question I had asked about your frequent guest program. In spite of the fact I have been staying at your property since its origin, I had never inquired nor ever been made aware of the same. I jokingly suggested that I would like to go back to 1986 and retrieve all the nights stayed for retroactive benefit. And trust me, I was just kidding. She said she would take care of my registration for the program, to which I was happy. Twenty minutes later, a bellman knocked on my door and handed me credits dating back to 1997. Obviously she took the trouble to research my file...it is not about the credit on room nights, it is about the attitude.“

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