First, some background. After checking our for an early-morning meeting, I needed to return my rental car, shuttle to the airport and then back to Renaissance to connect with a colleague for a late-morning meeting. The narrow window of time boosted my stress, but before leaving the hotel in the morning, I asked the staff about the shuttle schedule and they suggested I call the hotel close to pick-up time to make sure to connect with the shuttle at the airport. That's what I did when I got to the rental car agency before grabbing their shuttle over to the airport.

This is the point at which the Renaissance staff began to really shine. When I called to make the connection, the staff person put me on hold while she was on the comm with the shuttle driver and then came back to me to say that I could just stay at the rental agency where the shuttle would come to to pick me up. Wow! They cut a step out of the process for me! Maybe Renaissance does this regularly, but I wasn't expecting it. I waited a few minutes and then Ebony, the shuttle driver, arrived, took care of my luggage and got me settled in. And there was time to spare to get back to the hotel for my next appointment. (When more guests arrived at the airport, Ebony apologized to me that there would be a bit of a delay and headed back into the airport to collect the others too.) She was very at ease, not rattled, did one thing at a time, and made me feel like I was in the good care of the hotel. I got back to the hotel with time to spare, relaxed in the lobby while I waited for my colleague, and was amazed at such customized service. Kudos to the staff person on the phone who got this whole chain of events going, and thanks to Ebony! This kind of thing doesn't just happen on its own, so the Renaissance management are doing a good job to cultivate customer-service values, but also hiring employees who do their job well AND are personally committed to improving this guest's experience. (And all the other parts of my Renaissance experience was excellent too.)