This is second review I am writing for this hotel. I had the first one deleted because it didn't do justice to the AWESOME CUSTOMER SERVICE that we had experienced when my family and I stayed there. Sure, the grounds were impeccably designed and well-maintained. Our room had a gorgeous maritime theme combining blonde wood panels and ocean hues. The very tall windows framed the gorgeous blue skies we enjoyed while we were there. And we had one of those high-tech toilets that warm, wash and dry you with the press of a button. The complimentary breakfast was delicious and best enjoyed al fresco on the balcony. The compound was at the corner of an intersection but it was surprisingly quiet. And the location is just a quick cab ride away from tons of interesting destinations.
But like I said, the main strength of this young establishment are the PEOPLE who run it. Never in China have I seen a more genuinely courteous, attentive, receptive and caring staff. When I needed someone to help me access wiFi in our room a front desk staff member came right over to see if I was pressing the right keys on my iPad. When I needed cold medicine for my daughter front desk right away put me in a cab with directions to get to the nearest western clinic.
Most importantly, in the days following our family vacation in Tianjin both manager and reception employees rallied their ENTIRE TEAM- from front desk to housekeeping to security- to find a bag that I thought I had left inside the safe in our room. I had suggested that whoever cleaned our room must have taken it, leaving behind a set of keys. That notion was enough to set off alarm bells across all departments and they kept in touch with me for several days to reassure me that they were doing everything possible to help. After about just a day they had my keys delivered to me in Beijing. Then they asked me for a list of items I had lost, and replaced them through Taobao, every single item! Of course, I promised to send the items right back. As it turned out my bag was not lost or stolen after all. On the same day a courier replaced my lost things I found my bag under the seat of our car!
Throughout this whole ordeal, every single person from the hotel who contacted me maintained a tone of utmost concern and respect in their voice (over the phone and in emails). And they probably knew deep in their heart that no one from their staff would've taken anything from our room. This is what really wowed me about Hotel Indigo Tianjin Haihe. It operates within a culture of GENUINE HUMAN KINDNESS. That's hard to come by in most hotels. Even in the most expensive ones.
To the staff and management of Hotel Indigo Tianjin Haihe, my sincerest apologies. And THANK YOU so very much.
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