Her Ladyship and I frequently stay in hotels -- and we can be quite critical. (Some would say hypercritical.)
At the last minute we decided to have the Eastern States Exposition (Big E) experience, and I could only find a room at the Marriott. This hotel looks drab and uninteresting -- both on its website and as we've driven past it on the I91. I made our reservation with a "don't-expect-much-but-it's-only-one-night" feeling.
Instead we were completely surprised by the hospitality of the staff -- and our dinner was surprisingly good as well . . .
Before arrival I'd read on TripAdvisor that the hotel didn't own the parking garage and there was no valet parking. I dropped Her Ladyship off at the front door and the bellman gave me clear instructions on how to find the hotel's dedicated entrance inside the parking garage. But then he did something completely unexpected: he gave me a photograph of the door I needed to locate when parking the car. What a clever idea. I found the magical portal without difficulty, and parked about 15 feet away.
Our room was fine -- in a Marriott sort of way -- and had a nice view over the I91 to the Connecticut River.
We went to dinner in the hotel's sports bar. Not something we normally do, but it was convenient. Our food was excellent, and the service was exceptionally friendly.
When we got up the next morning I asked Her Ladyship if she wanted a latte. She responded by saying "they won't know how to make one." Being more optimistic, I pressed a button on the 'phone and spoke with the most cheery, helpful lady. Not only could they make a latte -- but they could make one exactly the way Her Ladyship preferred. And they did. Even the gentleman who delivered it to the room was friendly.
The hotel voice (I'm sorry I didn't get her name -- because I really should give her credit here) gave me hints about what to see and do at the Big E, and was charming.
I once read a story of the Managing Director of an airline (I think it was SAS) and a wake-up call he'd received in a hotel. He'd expected one of those awful automated calls, but instead a cheerful, human voice was on the phone. She gave him the weather forecast and commiserated about his having to check out and fly back to the cold. He said this friendly touch made him want to stay at that hotel again -- simply because of the friendly attitude and human touch of the wake-up call. He wanted SAS staff to understand that small, friendly gestures make folks return.
Congratulations to the staff -- and management -- of this Marriott. We were pleasantly surprised to find world-class customer service in, of all places, Springfield, Massachusetts.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to write a review on TripAdvisor. I am so glad you decided to stay with us while visiting the Big E. I appreciate your positive comments about the hospitality of our staff and overall dining experience in our Champions Sports Bar. Please be assured that I will share your feedback with my team. We hope to see you next year as well.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.