2 Replies Latest reply: Oct 8, 2012 9:03 AM by laurac RSS

Beyond exceptional!

alehofer Platinum
Currently Being Moderated

For our anniversary this year, we decided to return to Grand Cayman, where we had traveled five years ago to celebrate and had a wonderful vacation.  This year we chose the Grand Cayman Resort Marriott.  Even before our arrival, we were contacted by the concierge desk, who gave us great advice on the best way to get to the hotel from the airport. upon arrival in the evening, the greeting by the staff was helpful and friendly, and Jordi upgraded us to an Oceanview room.  We were delighted!

 

The room was very nice, and we slept well after enjoying a light meal and glass of wine in the lobby bar.  The next day we enjoyed the beach, explored the property and surrounding area, and relaxed.  However, at the end of the stay as we went back to the room to settle in for the evening, we found that the event in the beach bar below was very spirited, making for a noisy room for us.  I called down to the front desk after an hour, and spoke with Andreea T., Senior Front Desk Supervisor, who answered the phone.  Andreea was very apologetic  and offered to move us to a quieter courtyard view room, to get us away from the noise.  We agreed and began packing up, as she was sending a bellman up to help us relocate.  While packing ours things, Andreea called back to tell us she had found another Oceanview room on the opposite side of the resort, away from the noise, and offered that room instead.  We accepted and moved to the other room-- a junior suite on the top floor, with sweeping views and no noise.  It was perfect!

 

THe next day was another amazing day, and we didn't even leave the property!  We enjoyed the Restaurant Week menu at Solano for lunch and relaxed at the beach all day.  Upon returning to our room to watch the sunset from our balcony, we found a generous cheese plate and wine waiting, with a note from Andreea offering another apology for the previous inconvenience of the noisy room.  The gift made watching the Caribbean sunset even more enjoyable!  

 

Andreea went above and beyond in accommodating our request for a quieter room, as we were happy to accept even the courtyard view on this beautiful property!  In addition, her smiling face behind the desk and exceptional effort in assuring our comfort and satisfaction by moving us to a phenomenal room and sending us such a perfectly timed gift demonstrated her spirit to serve!

 

Employees like Andreea T. are the reason we are loyal Marriott guests!  Good people make a difference!

 

Sincerely,

 

Jeff & Angelika Jones

Fairfax, VA

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

Location Brand Hotel
Grand Cayman, Cayman Islands Marriott Hotels & Resorts Grand Cayman Marriott Beach Resort
  • Re: Beyond exceptional!
    erc Platinum
    Currently Being Moderated

    Congratulations on a terrific experience. Marriott has for decades been a quality leader with consistent customer service at the delivery level, thus leading to such loyalty among us longtimers. We occasionally see at the corp level the 'stepping over dollars to pick up pennies' beancounter approach that can frustrate us, but in my opinion, there's no one better at service quality at the property level than Marriott, and when the occasional hiccup occurs, it often ends in a story like yours.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Beyond exceptional!
    laurac Marriott Associate
    Currently Being Moderated

    Greetings alehofer, On behalf of behalf of Marriott associates around the world, we take pride in providing exceptional service for each and every guest and we appreciate you taking the time to nominate a Marriott associate for this important award. We’ll enter this nomination for consideration of the Spirit to Serve award.


    Regards,

    Laura & The Marriott Rewards Insiders Team

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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