Here is what I just wrote to the Director of Operations:
This is a love letter, because we love the Flatiron Hotel. We have stayed at many different hotels in NYC, but this was our first experience with the Flatiron and it was so fantastic! Here's what we loved:
1. Contacted by e-mail asking for early check-in. Got an immediate reply on a busy day from the night manager Benz A. saying he couldn't promise but would try. It was gracious, courteous, prompt, and immediately gave me a good feeling about the hotel, even if we hadn't gotten our early check-in (we did!).
2. Arrived and felt 100% pampered by everyone; our luggage was whisked up to our room while we checked in, everyone was friendly, cheerful, even working on a holiday!
3. Though all of your staff gets an A+, special mention to Kendra at the front desk. What a gem! I would come again just to see her. There wasn't anything she didn't do. She explained everything about the room, the hotel, the neighborhood. You are lucky to have this wonderful young woman representing you.
4. Great room, perfect size, very comfy beds, lots of pillows, awesome shower. My husband loved the TV on the bathroom mirror!
So, expect to see us again! You are now our go-to hotel.
When I have complaints, I write, but it's only fair to do the same when I have only good things to say. I could go on and on...great neighborhood, grand chairs in the lobby, aquarium that delighted my 8-year-old...next time we will try the restaurant. What you are doing there is remarkable. Thanks to all your staff for making our Thanksgiving stay a perfect treat! Hope you will share these sentiments with them.
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