I travel to Calgary AB quite often and I have stayed at all the 4 or 5 star hotels in Calgary as I like to experience something new until I find the best in whatever area I am dealing with whether it is a hotel, a doctor, an airline, etc. I don't try to explore anything new anymore in terms of hotels in Calgary as the service that you can expect from Westin Calgary tops any other hotels in the area.
Everyone looks at different factors to give their 10 of 10. My 10 comes from customer service. No matter how extravagant and fancy the facility is, if the customer service does not exist, I would feel I just waste my money and it could categorically affect my trip in a negative way.
Following is a list of reasons why I believe Westin Calgary deserves my 'excellent' rating during my stay from Dec 21 til Jan 2.
1. Some of the maids on my floor speak limited English. But it was apparent and palpable that they received very strong customer service training at Westin Calgary. Even if you speak perfect English if you don't speak customer service that goes extra miles, your English would not help your business make more money.
The maids and all the staff members who delivered my orders to my order are extremely courteous and affable.
My maid's name was June (forgive me if I spelled your name incorrectly) and I want to thank her for extraordinary smiles.
2. Westin Calgary is currently renovating its gym and the guests were given an option to go to Sheraton Eau Claire and use their gym and pool. The Sheraton is just a block away and we were able to walk. We were given an access key to the gym for two days we used the gym. On both days, the key did not work and I had to go down to the front desk and asked someone to come with me to the gym and open the door for us.
On the second day, I addressed the issue at the front desk politely as I fully understand technical problems could happen all the time. However, I was told by a young front desk lady that she is the only one at the front desk and there was nothing she could do about it. It was her attitude that exasperated me, not the malfunction of the key. She simply showed me the attitude that it was not her problem and she does not care if I can use the facility or not. She turned away and proceeded to do something else while she left me speechless. I ended up going to one of the parking attendants at the bell desk and he had to come with me and opened the door with his key. I don't think you would see the same attitude at Westin Calgary. I stopped going back to the Sheraton after I saw her attitude.
3. Her name is April at the front desk.
I travel all around the world on business and have been to more than 60 countries and met probably thousands of people from different cultures and walk of life.
There are two kinds of people from my experience. One is truly genuine whether it comes from good customer service training or their own personality traits with they were born with. The other is people who do not care about customer service because they stay complacent and only care about their paychecks.
I personally believe that strong and continued customer service training can even change the latter people I described.
April is one who was born with genuine heart who is by nature caring and also was extraordinarily well trained with a good customer service program.
The second I talked with her, I was able to see that she was trying to find a way to make me feel like I am a special guest and what she can do to make my stay more comfortable.
Tina Stride, who booked my reservation, also showed professionalism to respond to my emails no later than 24 hours and showed courtesy to offer an apology when she could not reply to my email immediately because she was on vacation.
Marcos Yu, a true professional, who I am certain is already well known in the hotel industry for his customer service.
Internet wifi connection was very weak in my room and it got disconnected often and it made the connection slow and there was a gap in the shower door and the water came out of a shower.
But it is all offset by excellence by the best staff in Calgary.
I am extremely picky when it comes to customer service and giving good ratings, but Westin Calgary got my 10 during my stay.
Thank you to Westin and I hope all the staff members above-mentioned will be recognized.
There is no spa so I just ranked it excellent as all other services were excellent.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share your comments on your recent stay!
I am delighted to hear that you were impressed with the level of customer service you experienced and felt special with the interactions you had with our associates.
Your experience was shared with our teams to ensure that the appropriate associates you mentioned were recognized for making your experience memorable.
Thank you again for sharing your feedback!
Didier Luneau, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.