ldsant

they really do it well! Wow - I had a problem today with my points/stay not posting. I called the hotel and had somebody who had major "attitude." I asked her to ask her manager to contact me. He called me and all I can say is WOW!!! This is the Sheraton Bellevue East hotel (Seattle area). To say the least this hotel has done a complete turnaround imo from where it was 16 months ago. Mr. S was incredible!

He listened to my issue (WITHOUT interrupting!) comments and observations I had (I told him how amazing the check-in was last weekend as well as the waiter at the restaurant), told him about the curtain liners (he said "oh, they should probably be looked at being cleaned" - taking action immediately). I told him about how customers really don't want anything more than good hospitality and nice service.

He was amazing. Seriously. Explained that they just switched computer systems (which is why he wasn't getting my email), that everything should have come through and he would personally follow-up with the IT department. Now THIS is GREAT service!!! ^ I still contend it's never really about the problem itself; it's how it's dealt with that makes the difference. Mr. S is one of the ones who totally "gets it" imo. Astounding experience.