I booked a room for my bride at the W since we were getting married at the Rookery nearby. All the staff interaction I had with the W, from the wedding block reservations agent to the final check-out was beyond expectation. This is a really nice hotel that really puts priority on customer service.
A good case in point was Eden Bernal, a guest services representative. We had stored some wedding cake in the W's refrigerators. I wanted to collect it the next morning but while Eden was retrieving the cake, I had to leave because of a time constraint. I was delighted when Eden e-mailed me later that day saying that she knew the cake would be important to us, and that she would drive the cake herself over to our place that afternoon after her shift ended. That is exactly what happened, and we are grateful for Eden's commitment to service above and beyond the call of duty. Thank you!
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