TigerLilly's Mom
<font color=FF99FF>Victim of a drive-by tagging!
- Joined
- Sep 26, 2002
Just wanted everyone to know that, after some problems with our HRH stay in August, I wrote to the manager of the hotel stating my disappointment.
Much to my surprise, today I received a package with Scooby stuffed animals for my kids (we had no characters at our "character" dinner), a letter of apology, and a gift certificate for a future stay at HRH.
To me, the true measure of excellent service is not the mistakes made, but the way the mistakes are recognized and the effort made to make them right again.
Hard Rock Hotel exceeded my expectations with the way they handled this situation and I would very much recommend this hotel to anyone.
Much to my surprise, today I received a package with Scooby stuffed animals for my kids (we had no characters at our "character" dinner), a letter of apology, and a gift certificate for a future stay at HRH.
To me, the true measure of excellent service is not the mistakes made, but the way the mistakes are recognized and the effort made to make them right again.
Hard Rock Hotel exceeded my expectations with the way they handled this situation and I would very much recommend this hotel to anyone.