I stayed here this week as well as two months ago for business travel. In March, I arrived very late at the hotel, only to be told my room reserved on the first floor had been given away and the only room available was on a higher floor, which I had called ahead to make sure would not happen. When I got to my room, the key wasn't working, so I had to go back down and have it fixed. I was very frustrated as it was late in the evening and didn't have the best view of the hotel at this point. The Night Manager, Lewis, left a note under my door, apologizing for my issues and personally reserving a room on the first floor for me during my stay this week. He apologized profusely for the issue with the room mix up, which wasn't even an issue that he created! I work for a company where core values are extremely important and one of ours is accountability. I wish that some of the people who worked for our company could provide the excellent service that Lewis did to me while I was here.
This evening when I checked in, the internet system was down and the front desk staff and Manager were extremely courteous and helpful during the issue and were so polite in what I understood must have been a very frustrating time for them.
I am so impressed by the customer service at this property. Traveling as frequently as I do for work, I experience many situations where poor customer service ruins a stay for me. Being away from home every week is hard enough, so coming 'home' to a great place with wonderful people in the evenings is such a great thing.