"My Stay Started Out, "not so good"."
Due to a hotel mix up of some sort, there was not a room for me when I checked in at 11 p.m., after driving several hours to get to my destination. Diandra Pereda, front desk supervisor that night, went above and beyond, not only to fix the problem of where to sleep for the night, but also ensuring that the rest of my stay went off without a hitch. She even went as far as to book my entire stay at the Roseville Courtyard Marriott, thus eliminating having to move my last night to another hotel. I believe she reported to work early in order to accomplish this task. THAT is VERY superb customer service. Each time she saw me, after the initial check in, she would ask how my stay was going, was I comfortable, and did I have everything I needed. As a result of her level of service, I would definitely stay at another Courtyard Marriott, assuming that all of the chains have such dedicated, friendly, and conscientious employees. I think that it is wonderful that you let your employees do what it takes to make the customer happy, thus allowing them to think for themselves and solve the problem as a situation arises. Congratulations to Diandra and her staff for making this guest feel like just that, a guest.
Traveller from Santa Clarita, CA