5
Oliver Pearce -
2 months ago
This one is different. When expecting it the least, the staff at this hotel went above and beyond.
Starting from check-in I was pleasantly surprised by the style, finesse and attention to detail the front desk attendant displayed. The gentleman made significant effort to understand my preferences for the 5 nights stay and offered me various solutions to meet them.
Whenever passing through the lobby the following days, I noticed front desk personnel addressing me by name and ensuring my well-being several times.
On the third day, my phone had been robbed just across the street, late night, leaving me in disbelief and uncertainty how to react. As the hotel security heard about the incident, he immediately communicated with his colleagues, ending up escorting me to the nearest precinct, assisting as translator – until 2 am.
Upon return, additional staff, already off duty, had gathered and were discussing my case. Attempts were made to locate my phone, they offered me their phones to track and call. The gentleman from my check in, Indra, drove me to the central police station, assisted me in communication and even drove me back to the hotel in the early morning hours. Well past his duty had finished.
The following days everyone in the hotel expressed their empathy, be it a small snacks basket to lighten my mood, engaging in conversations to cheer me up, to offering me support throughout my stay.
Overall, I am stunned how professional, genuine and skilled the people are, I met at this hotel.
In my talk with the general manager, I understood that empathy is one of the elements promoted.
As foreigner I feel well taken care of, much more than just a customer. All employees proactively communicate, despite occasional language barriers. I give big credit for that.
A BIG thank you to everyone who assisted me, I shall be happy to return.
Room descriptions were accurate, so if you want a big room, make sure you book the appropriate one.
