We travelers expect a good stay experience each time, but when something goes awry, what is most important is how Management and the staff respond. In my case, the 1st go-around was not what it should have been for a variety of reasons. I contacted the GM, who responded quickly and decisively. Our next stay was perfect. All issues that were previously present had been fully addressed and corrected, to my family's complete satisfaction. Upper Management genuinely cared about where and how they fell down, and took the appropriate action, to include COACHING the staff. This is an important point, as such action tends to yield longer lasting results not just for me, but for all Customers.
Dominique, thanks for turning the negative into a positive. You've earned my repeat business, and will surely receive it.
hotel reviews