All the "must have" boxes can be checked off: clean room; comfy bed; friendly, competent staff. BUT yesterday I was given one of those amazing, over-the-top customer service experiences like you hear about people having at the Ritz Carlton.
I was in Sacramento for the Unified Wine & Grape Symposium. I parked my car in the Holiday Inn's self-park lot, which is run by the city of Sacramento. After check out, I went to drop my bag in my truck and discovered it had been broken into. I reported the incident to the desk staff, who were very apologetic and immediately escalated it to the GM, Liz Tavernese. She had me bring my truck over to the valet, where she had a housekeeping team member already there with a vacuum to clean up the glass and the facilities manager on the phone with a local glass repair company. Liz told me she and her team would make sure the repairs were done so I could go to my conference. In the afternoon when I came back to pick up my truck, I found out that the Holiday Inn had paid for the glass repair work for me. They had zero liability, no reason they even needed to do that--this was just a good deed and incredible customer service. I can't even think of the experience of getting my car broken into in a negative light because Liz and the Holiday Inn staff took such good care of me.
- Holiday Inn Sacramento
- Sacramento Holiday Inn
