My wife and I spent a getaway night at this hotel while attending the theater. We arrived a little early and were told that our room wasn't quite ready, which was fine. We were asked to come back in 30 minutes. We actually returned about 2 hours later, but were told that our room still wasn't ready. Now, what could have been a disappointment was saved by a great example of customer service. LaTonya (see, we remembered your name) at the front desk apologized and said that the room would most certainly be ready soon. Then, she offered us seats in a private area of the lobby, and produced a bottle of Cab Sav and two glasses for us to enjoy while we waited. When the room was ready about 15 minutes later, LaTonya personally came over to where we were sitting and helped us with our luggage all the way to our room.
What a treat from a perfectly wonderful person who is an example of why I have a Hilton Honors account. I love this kind of personal service, and I appreciate those who make an extra effort to make sure their guests are cared for. Thank you so much, LaTonya!