I recently attended a business conference in San Diego and stayed at the Westin for four nights.. I arrived after a very long flight with an unexpected long layover in Denver. I was feeling a bit cranky by the time I got to the hotel. Gentlejoy (yes that is her real name) greeted me and began my check in. I handed her my personal Credit card and as she swiped it I asked her to be sure that card was used for incidental expenses as my company was paying for the room.
As it turned out, my company forgot to send the required authorization form and my room was not paid for. I work for a not for profit and there was just no way I could cover the unexpected expense on my personal bank card. As I was explaining this to Gentlejoy, the front desk supervisor (I assume that was her title) Jackie--who was nearby--overheard the problem and came over to assist. We discussed various options and they saw to it that it was all taken care of. A quick email to my employer that night and the paperwork was all correct by morning. On top of all that, they provided me with a complimentary breakfast even though it was not their error. The room was clean and comfortable, the housekeeper was like a ninja. I never saw her but the room was spotless and my daily request for an extra coffee packet was filled after leaving only one note. It was a great experience.
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