Our experience at Centro was positive and refreshing. They had a keen eye for details and provided excellent customer service in our time of need. The airline company we were traveling with misplaced/delayed our luggage and therefore made it impossible for us to continue our trip as we required our luggage before heading to our next destination. Having landed in Calgary on our vacation and without our luggage, we decided to head to Centro for the night on the suggestion of family friends that had previously stayed there on their vacation. We found that Centro was centrally located and allowed for easy access to the downtown core as we wanted to explore the city further during our stay. The accommodations were great and the room was cozy.
However, where Centro really impressed us was with their professionalism and dedication to customer service. On the day we landed, we were promised by the airline carrier that they would courier our luggage to Centro at 7:30 AM the next morning. Our night at Centro went by excellently and we woke up refreshed the next morning anticipating the arrival of our luggage. As with all things requiring patience, we soon found ourselves growing nervous as
7:30 approached and our luggage was still nowhere in sight. Our checkout time was to be 11 AM and so we were on a tight schedule.
When 11 came around and our luggage had still not arrived, one of the managers approached us with a warm smile and told us that he had called the airline inquiring about our luggage and that the luggage was on its way to us via courier. He made sure we were comfortable in the lobby and gave us all the time we needed. He also told us to go see the city further and that he would wait for our luggage. Suffice to say, we were able to enjoy a day on the town and the manager called to let us know that he had checked on the status of our luggage only to be given the round-about by the airline company. He had also reserved us a room for the night despite having been booked solid for the day recognizing the possibility that perhaps we would not be able to make our flight for the day. Apparently there was a cancellation and he instantly reserved it for us. Having finished our exploration of the city, we headed back to our room at Centro for the night and found that our luggage had finally found its way to us...but not via the airline courier. The manager had personally driven to the airport to locate our luggage and found that the airline had blatantly lied to us and that the luggage would have never made it to us that day. The manager had known the urgency of our travel plans and so he went above and beyond to make sure that we could continue our travels. Although we were not able to make our flight that day, we did receive our luggage and we enjoyed another night at Centro before departing the next day. If we ever come back to Calgary, we will definitely revisit Centro for the excellent customer service provided.
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