Things started out rocky. Reservations for me and a colleague were unrecognizable even with our confirmation numbers. Dates for our week long stay on business were incorrect and names appeared on our reservation of people we did not know. The hotel was near full capacity with little wiggle room to correct the error. Fortunately Ms. Penny took the time to work with both of us to get everything straightened out. She was patient and personally went to check on our new rooms to make sure they were ready. I ended up in a comfortable handicap accessible room, with no complaints. Mr. Penny checked in with us later on to make sure we were settled in. She greeted us every day and helped coordinate my cab ride to the airport. A week later when I couldn't find the cab receipt (it was supposed to be electronic, but was not sent to my email as expected), I called the hotel and Ms. Penny kindly connected me with the cab company from which I successfully received a receipt. As any seasoned traveler knows, a friendly, attentive, helpful hotel desk agent can make all of the difference.