Gästanvändare
20 oktober 2024
My family stayed at Houston Marriott North a little over a week ago when our flight did not depart as planned. Guest Experience Expert Tanjanie and Manager Bryan turned what started as a negative experience into a memorable, excellent customer service moment. We needed the shuttle from IAH, and after walking what seemed like four miles (ha!), we arrived at the appropriate door to await the shuttle. We waited over 40 minutes. This was a very frustrating experience, and I called the hotel multiple times to confirm we were in the right place. Eventually, the shuttle did pick us up, and the driver was friendly. However, I was not happy with how our experience started, and when we checked in, Tanjanie inquired about how our night was going. I wasn't going to say anything. I was just going to be disappointed. But Tanjanie asked probing questions to find out what went wrong. I appreciated her being so inquisitive and trying to get more information so this would not happen again. I am a Bonvoy Platinum member, and I felt like Tanjanie and Bryan made me feel like I was important and that my opinion of their hotel mattered. Bryan covered dinner and drinks for my family that night. I was completely surprised. I have never experienced someone give so much to make something right. I am so grateful for both Tanjanie and Bryan giving excellent customer service. They each took ownership of the problem I experienced and turned what would have been a very negative review into a positive one. Thank you, both!
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