KATIE THOMPSON & JOSE SANTANA ARE AWESOME
April 28, 2015, Wilford (Bill) Allen
To whom it may concern,
It's been over a 2 weekS since I was at your hotel and am still thinking about how two of your employees made our stay so enjoyable. I had two reservations #'s 67093507and 68901408 from April 10th to the 13th, and I just wanted to tell you how amazingly awesome both Jose Santana and Katie Thompson are. I always like to get the highest floor I can at a hotel. I called and got Katie. First of all she was just so nice on the phone. When I told her what I wanted she said, "Let me see what I can do for you." Then she went to work in my behalf and started looking. In less than a minute she says, "How does the 15th floor sound, and it's our quiet floor." I had never heard of a "quiet floor" before but it sounded good and I knew I liked the 15th floor part! However the best part was just how she made me feel like she really cared about me getting the highest floor that I could. She said she would make sure and reserve it for me. Then I had two reservations since we decided to stay an extra day. I called back and asked for Katie. I asked her if she could combine the two reservations so I would not have to change rooms. She happily said she would take care of that and she did.
Then on the day my wife and I were supposed to arrive, we drove from Arizona and stayed in Riverside overnight visiting with my wife's mom, I called in the morning and talked to Jose. I asked if there was any way we might be able to check in early. Once again I was amazed at how nice he was. He said, "Absolutely, I will notify those that are getting rooms ready to put your room at the top of the list." Here again I felt like he really cared about me and wanted everything to be perfect. Then when I got there I wanted to check in with Jose and sure enough he remembered me and made me feel like he'd known me forever!
I work in sales and know how important good customer service is and both you and I are blessed that you have two of the best in Katie and Jose. They both know there business, know how to make you feel like you are the most important thing to them at that moment, and they do it in such a nice and friendly way that it just can't help but brighten up your day. There is a commercial on TV that advertises that working with their people "is like having a friend in the business". Well both Katie and Jose made me feel like I actually had a family member in the business. Again they are just amazingly awesome! Thank you for having such great people there to make our stay so much more memorable.
Wilford (Bill) Allen
January 26, 2015, Mike
My wife stayed the night prior to our wedding day in one of the basic rooms. She checked in on her own and mentioned that everyone was very helpful from Valet, bellman (Pablo), Front desk and Ralph the manager. On Saturday morning, she transferred rooms to the Presidential Suite (1540) and was really impressed how nice it was. When her sisters, mother, the photographer and florist arrived, all mentioned how nice everything was in regards to the hotel.
My wife also noticed that Ralph was there when she originally checked in, there when she transferred rooms, there when she left to the church and was still there when we returned around midnight...WOW.
From the room cleanliness, to the service and presentation, we could not have ask for more. Needless to say it was a long day for both of us and glad to get back to the hotel.
Thanks to everyone who made our day great