Great Customer Service at Hampton Inn Deer Park

From: BRIAN H.
Sent: Thursday, January 07, 2010 3:42 PM
To: Steven Amburgey
Subject: Recent visit



Hello Steven,

I wanted to take a moment and share a few things about our last visit at your hotel. As I stated in the survey, the visit did not start well because of the reservation error. What the survey did not allow me to relate was how well your staff corrected the situation! It was a little after 10:30pm when we arrived at the hotel. Joe and Tyler had the uncomfortable task of telling us that our rooms were not ready and that there were no adjoining rooms available for the night. Once we vented a little, which Tyler and Joe handled well, and explained our familiy's challenge, Tyler and Joe came up with a solution. They told us that the studio suite was available and we should all be able to sleep in the same room. This was very important because all three of our son's are physically challenged and need our help from time to time during the night. That was why the adjoining rooms were so important.

The room worked out great! The room not only allowed us to help our sons, but also had a roll in shower that saved my back for the week. Once we realized how well the room worked for us, we requested to stay in the room the next morning. Tyler and Joe had let us know that the room was available only to Wednesday since it was booked after that. Allison was on duty the next morning. When we explained the situation to her, she jumped on the computer. Our hope was to stay in the suite as long as possible and then move to the adjoining rooms. By the time Allison was done working her magic on the computer, we were set up in the suite for the entire stay. We hestiated agreeing since we did not want to inconvenience anyone else. Allison quickily let us know that everyone was taken care of.

Another associate that made a lasting impression on us was Ashley. On more than one ocassion, Ashley had breakfast duty. She was always very attentive to our needs and a pleasure to visit with.

The room that we had made the stay a lot easier for us, but it was your staff that made the stay enjoyable. I worked in customer service for 22 years and managed for the last 16. From that experience, I learned that you can not teach people to be friendly and to care, that comes from within. Allison, Ashley, Tyler and Joe always greeted us when we came in or left, and truly made us feel welcome.

 Please pass on our thanks again to them and please make sure to tell them well done!

Sincerely,

Brian H.