I had the opportunity to travel to this Courtyard in Houston earlier this month and I was glad that I did. Being in the customer service field, I always try and pay attention to how the staff works in other industries which also deal with customer relations; how did they interact with their clients; were they prepared for their customers specific needs, did they relate to the guest and how did they make the customer feel overall at the end of their experience? These questions I feel are vital to the heart beat of a product and its value to the customer. After my visit to the Courtyard Brookhollow I am confident in stating that this hotel management and staff understand this concept, and commit themselves daily to the success of their customers stay. Let me briefly explain. While visiting this hotel the lobby was under complete renovation. This could have been a recipe for a complete disaster, however this hotel had taken all of the appropriate steps to ensure that we as guests never missed a step while visiting the hotel. I was promptly greeted at time of the check in by the Assistant General Manager (Nicole) along with a letter from the general manager explaining the renovation process. Nicole assured me that the renovation process was not going to interfere with my stay and that the current construction zone was only a symbol of their promise to continuously improve the hotel and my stay at the property. I was impressed by her statement and this began my stay with a little more ease considering the current situation. Upon entering my room I unpacked and took a second to read my letter. The General Manager Chris Pomilla furthered explained the renovation process and also offered for me to contact him at any point if I was unpleased with my stay or their efforts to make me comfortable while they improve the property; this also gave me comfort in their commitment to my satisfaction. The next morning I was directed to the hotels meeting space where they had set the room as a mock breakfast area and set up a considerable buffet breakfast considering the current limitations. In the evenings we were directed in the same direction where a bar had been set up and made into a mock lobby where I could escape my room and enjoy spaces in the hotel. For the remainder of my stay I was always greeted with a warm smile and a sincere inquiry on how my stay was going. The entire staff was always helpful, genuine and ready to meet my every need...in an age where customer service can seem to lack when needed most, I commend this hotel on setting themselves above the bar, raising the standard and earning this travelers business whenever in Houston. And to think...people think that customer service is a lost industry.
hotel reviews