I just wanted to take a few minutes of your time to tell you about our recent experience with your magnificent hotel and staff. Just a quick background…I’m a former F&B Director at La Valencia Hotel in La Jolla, Rancho Valencia Resort in Rancho Santa Fe, Stratosphere and Harrah’s Hotel & Casinos in Las Vegas. During my 30+ years in Food and Beverage, I’ve come across some of the finest individuals who offer a “different level” of customer service. And I wanted to mention a few of the names and hoping you might share this email with them. I need to start with MIKE MCDANIELS. As a Front Desk Agent, he has a complete understanding of guest retention. An absolute gentleman who will do anything to ensure customer satisfaction. If I was still working in La Jolla, I would have made him an offer right then and there to come work with me. Yes, I’m serious. Of course, Joanna, he would never accept because he just loves the Surf & Sand! We had some initial challenges after check-in with the Catalina Suite which wasn’t exactly like the photos had been advertised. It was essential for our anniversary and my wife’s birthday that it had to be perfect. MIKE worked diligently to get us moved over to the Vista Suite 452 for my five nights. He really knew the importance of what he accomplished with us as we inundated him with multiple hugs and thank you’s…haha. As your hotel is obviously busy, MIKE actually moved our room luggage across to the Vista Suite. There’s nothing better, in my opinion, to see a Front Desk Team Member roll up his sleeves and jump in to get things done quickly! And with zero hesitation, to boot! He never made an excuse and never stated “no, I’ll have somebody come back and do it.” He just does it. Congratulations on having such a terrific young man on your staff, Joanne. A+. AMIT Front office manager, was incredibly kind and efficient. Everything he told me he was true in regards to the hotel folio and I wanted to thank him again as unfortunately I didn’t see him upon checkout. ALI…your Concierge Manager was also very kind and sent us a beautiful welcome note with perfect made Chocolate Dipped Strawberries. We had an initial misunderstanding prior to our arrival but I take full responsibility with the miscommunication. I made it a point to locate her and apologize. She was great and gave me a very nice acknowledgment when leaving. Splashes servers GEORGE and PATRICK. We dined with GEORGE on our arrival night. A very kind man, soft spoken and calm. His food knowledge is off the charts. We had a magnificent dinner. We had some special requests and of course…he answered in a positive manner! I can’t emphasize enough to share with everyone that your food is as good as I’ve had anywhere with my previous travels. I know your sister property, Rancho Bernardo Inn, very well. Simply stated, your Culinary Department is better, in my opinion. Just superb. PATRICK was also on a different level. He’s as professional as I’ve ever had. I believe you’re extremely fortunate to have that team in place, Joanne. My writing about Splashes does not do it justice. In a dining room atmosphere, as you can imagine, not too much escapes me. I really do see everything. One actually has to watch PATRICK servicing other guests. The consummate professional with consistency. There’s nothing better for your guests to experience this. Chef’s feature that night was a Dry Aged Prime New York and I asked for a Red wine recommendation. He brought two “ blind tasting” glasses….one was an Argentinian wine from his homeland. It was the winner! I would like to mention my wife and I first went to the Driftwood Kitchen and there’s too much negativity to mention. We left after five minutes. My wife suggested we go to Splashes again and the Host Persons were incredibly gracious and accommodating. Lastly, I’d like to add that one can’t teach passion or elegance but your staff sure does possess it. Host Persons, Culinary, Housekeeping, Maintenance (replaced telephone headset battery), Valet GABE and ADAM, and Front Desk personnel are class personified. I told a few of your staff that I’d be writing you and everyone said you are simply magnificent and a great Leader. Congratulations!…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.