My wife and I have stayed at Red Roof Inn - Amherst for over 25 years, and very much like the property anyway, but this past Saturday night showed us incredible customer service. I didnt realize that Red Roof did not have my mastercard information, so my rooms got cancelled at 8pm, which should of happened. This was completely my mistake. Mike had called me at home asking me if I am coming, but i did not check my messages. At 11pm when we arrived, Mike sadly told us that the rooms gone and rented. I realized then that my Redi Card was not lilnked to my mastercard info so they could not charge the rooms to anything. He felt quite bad, but he actually got us a room (that was without a TVset), at that point I was only hoping to find lodging, and couldnt care less about the TV. We had a guest with us, so Mike made sure that we had enough bedding and pillows to try and fit us in. I think this type of employee should not only be recognized, but certainly rewarded. He went over and above what he had to do. Some hotels would of simply said, sorry, but we are sold out. He didnt do that. As I was coming in to the reception area, another guest looked at me and said - this guy is outstanding. He was talking about Mike. Cudos to the Red Roof Amherst for hiring a top quality employee like this. Many customer service reps could learn a lesson from him. This is not just a job to him. He wants people to be happy with their stay and we certainly were.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for staying with us and taking the time to write such a nice review about our property and our employee. I am sorry about the confusion with your renovation but I am so very glad Mike handled the situation so well. Mike has been a great addition to our team and has quickly become a favorite of our guests. I will make sure to share your comments with him so that he knows his hard work does not go unnoticed. Thanks again for your comments.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.