I second this. I have stayed at this hotel something more than 40 times since 1995 (am headed there again the end of November), and they have always made me feel extraordiarily at home, which built strong loyalty on my part. And Nigel has managed a couple of "miracles" for me - most recently last year when my wife was with me, and and she had her heart set on seeing the Madonna play (a hard ticket in a small house with only a 30 day run). To make it more difficult, we only decided that morning to see if we could get seats and change our flight home until the next day. After several hours of trying all the agents and brokers, Nigel managed this through "a friend of a friend", changed our flights based upon his success, and called my cellphone to let me know it was all done.

On another occasion, he has also arranged to have the house engineer glue the heel back on my shoe upon my early am arrival, after it fell off on the stairs of the SFO 1st Class lounge while en route to my flight to LHR, allowing me to head to my first meeting (before the shops opened) without limping. These things he does do make a difference.

[This message has been edited by Marin 1K (edited 10-23-2003).]