“Kelly Nguyen and the entire Toll House staff were amazing. Thank you for being part of the wedding of my dreams!!”
I am writing this review to express our deepest gratitude for the amazing job that everyone at Toll House did for us for our wedding (first weekend of November 2012). I must say that I was nervous when I picked this hotel for all of our wedding guests because of some of the recent negative guest reviews. (NOTE: Our wedding was at Nestldown in Los Gatos, but the majority of our guests stayed at the Toll House).
I have to say that we did have a rocky start that revolved around some confusion about how many rooms we needed and at what rate. Also, everyone that I had initially met that I thought would be taking care of our group disappeared early in the process. Not sure if they left their jobs or if I was reassigned.
Regardless, from the moment that Kelly Nguyen took on our wedding, things were smooth sailing. She was a God send. Kelly was super patient and detail oriented, which are critical when trying to organize a large group of people. I must have emailed or spoke to Kelly 3-4 times a week with questions and requests for room and rate changes for a period of 2-3 months. She always responded promptly, was super polite and accommodating and just very, very competent. I have no idea how she didn't get annoyed with me, because trust me, it was pretty intense. Kelly is basically an angel.
When our wedding weekend finally arrived, we pulled up to the hotel and were so graciously greeted by Jim, the hotel manager, and everyone that we met from the bellmen to front desk to room service was so kind and attentive.
I need to give a shot out to the bellmen. You guys are incredible. The bellmen were so incredibly amazing. They went above and beyond to help us. Here's an example. The night of the wedding, we came back to the hotel around midnight after the wedding with several trunk loads full of extra liquor, wine, beverages, etc. The bellman on duty immediately found us some space in the kitchen to store our things and tirelessly ran (yes, ran) back and forth from the kitchen to our cars to stack everything up. Never once did he groan or show any sort of frustration. This was their demeanor all weekend. Whenever we needed anything, someone was there to help and always did so with an earnest smile.
My husband and I stayed in a Parlour Suite for four nights. Our first suite had an odor issue and when we complained about it, Kelly came immediately to our room, checked it out and then immediately gave us a different suite. The Toll House team also seamlessly moved all of our things to the new suite. And they comped us our first two nights for the inconvenience. I didn't even ask them to do this. So gracious and generous.
What else? Whenever we called for room service, someone was at our door within minutes and they brought us anything we needed from the basics like a toothbrush to other things like a steamer or stapler or just about anything.
We had a TON of moving parts for this wedding. It was literally four days of events and everyone was just so on top of it and accommodating. I couldn't have asked for a better team and better hotel for our guests.
If I had to do it all over again, I wouldn't change a thing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 20, 2012
Report response as inappropriate
WOW, what a great endorsement for Kelly and our other wedding Clients. We do pride ourselves on our personal service and attention to detail, and your experience is terrific validation for everyone’s effort. We really enjoy our hotel and strive to make all of our guests as happy as you. Please don’t be a stranger. We hope to see you for a few anniversaries. Congratulations on your marriage, and we wish you all the best!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.