I am grateful to Melody Motely--operations manager courtyard philly airport--for her kind morality in early August. I was on my way to a hiking trip in Spain when, quite unfortunately, my flights were delayed multiple times over a 48 hour period. After being promised and subsequently denied a room at multiple hotels, I found myself several miles away from the airport in a violent thunderstorm with all of my belongings and nowhere to stay until I ran over to the courtyard (the last hotel in the area that I had yet to visit). I was told the only thing they had available was a $270/night suite. Being a college student embarking on a European trip, I did not have that kind of money. Ms. Motely recognized my predicament, and after discovering how I had been treated by the other hotels, she sold me the room for significantly less. Of course this kind of compensation can't always be given (so don't expect it!), but she turned my miserable (due to more personal factors than just being stranded mid-trip) weekend around.
Of course the property was as good as it could have been (clean, comfortable, etc) for the business strategy of the Courtyard by Marriott brand, but Ms. Motely did a great job of recognizing the perfect opportunity to make a mark with a potential repeat guest.
A point about myself: I am a student at one of the best hospitality schools in the world-Cornell Hotel--and have worked at some of the highest-end hotels in the world, so hopefully it is reasonably proven that I be highly perceptive about service and hospitality. Hopefully this background gives my comments legitimacy, as my professional track involves me being an expert in hospitality-business. With that said, I was very impressed with her help and patience in giving me a break (that she didn't need to) and for being patient while trying to get ahold of my father for payment (credit card was needed) for over an hour. Also note that I understand how availability and pricing work, so I could have accurately guessed what their occupancy was and what they needed to sell the room for from a business perspective, so I was also convinced of her gracious motives, given the price she gave me (which, yet again, is not something to expect).
I apologize if these comments seemed a bit disjunct, but I wanted to quickly thank Ms. Melody Motely publicly to give her the recognition that I believe she deserves. With no offense to her property, I perceived that she could manage at more luxury destination property rather than an airport/transient-targeted property.
Thomas E.C. Collum
School of Hotel Administration, Cornell University 2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 1, 2012
Thank you so much for the kind words regarding Melody assisting you during your recent stay. I am pleased to hear that she was able to assist you during this difficult time. She shuffled inventory around to place you in a regular room at the best available rate we were selling. She was able to empathize with you regarding your situation and think of a solution to benefit all. I am happy to hear everything worked out for the best and that you were taken care of. We hope to see you again in the future!
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