Above and beyond!

Discussion created by gilby12 on Feb 13, 2020
Latest reply on Feb 14, 2020 by communitymanagers

I would like to think Erica at the Greenville/Spartanburg Airport Courtyard for going above and beyond the call of duty. At the end of a busy week on the last night of me being on the road I had accumulated a significant amount of dirty laundry from exercising every morning. As I checked in to my third Marriott of the week in my third city I really wanted to get the laundry done before I caught a 6 AM flight the next morning.  When I checked in I was cashless and found out the nearest ATM was down the road. I didn’t really feel like doing anything other than getting in bed and hopefully getting this laundry knocked out and asked Erica if they could just charge the laundry money and the detergent to my room.  Unfortunately she said this was not an option at this point. I suggested adding it to the snack bar area as a scannable item and explained that it’s just another opportunity to overachieve the customer experience.  Unfortunately at the time we were at an impasse and I had resigned myself to double wrap my stinky laundry with plastic bags! But to my surprise, 15 minutes later, Erica called the room and said that she had spoken to the manager and they were going to comp one load of laundry.  I urged her to please add it to my bill and she said she would discuss it with the manager but not to expect to see it there.


I want to thank Erica and her manager for hearing what I was asking for and taking action to create an excellent customer experience.


Thank you!