My mother had just passed (I do not live in Atlanta), and I thought it best to make hotel reservations to ensure that I would get some 'quality' peace and quiet during this stressful time. The front desk staff were amazingly helpful, full of empathy, and went that extra mile to make sure that I had a pleasurable and uneventful stay. When I realized that I needed to extend my stay AND had additional family members flying in for the services, I was offered a 'bereavement' rate of under $100/night for all the rooms I would need. IMAGINE THAT! I didn't have to ask for it - now, THAT is GREAT CUSTOMER SERVICE.
In addition, in my haste to check out (to see relatives that were leaving town), I packed my luggage but failed to remove my personal items from the drawers. There was clothing, books, CDs, etc. and I didn't realize that I didn't have those items until 3-4 days following check-out. When I phoned the hotel, they put me on hold to check with their Security staff and told me "yes, we have your items!". When I returned to the hotel, I was met by a Security officer who told me that she'd personally inventoried my items and that if I hadn't stayed at a Marriott, I probaly would have never seen my property again. And, I truly agree! Gotta love Marriott!!
