Grand America
The SWWL:
I would love to tell you about our stay.
On Sunday morning, 7/5/2009, we ate breakfast and Edward was our waiter and he was not good. First I ordered a cappuccino like I have done every other morning but for some reason it was awful and tasted burnt. I told him and he told me that that is what espresso tastes like and that I must be confused as to what I ordered and that I must need more milk and that I must have ordered a Latte. I allowed him to tell me what I must have ordered even though I know what I ordered I just wanted a good drink. He told me he would make me one but seemed extremely offended that I wanted a different drink. When he brought me a latte it was still undrinkable and horrible. I saw that nice gentleman that I spoke of earlier and when he came to greet me I told him the problem with my drink. Before I was even finished he had swept my drink away and told me he would take care of it. When he returned he told me there was something wrong with the machine and that he made my drink from the machine in the lobby. Edward then pretty much ignored us for the rest of the time except for when he brought our food. What I think would have been nice was for him to check to see if I liked my new drink. Maybe he was mad that I asked someone else but obviously Edward wasn’t willing to help me. He only seemed interested in defending the espresso machine rather than pleasing me. (I sincerely hope that the espresso machine’s feelings were not hurt. It and Edward must have a close relationship.) Really it all seems silly over a drink and I wanted to apologize for offending him just so that we could get some good service but it was too comical to watch him be so immature about the whole situation. If you can see the waiter who served us breakfast the day before he knows how to make a good cappuccino and gave us great service.
Sunday brunch looked amazing by the way and we plan on returning soon just so we can hand over our money to you again and experience that amazing buffet of heaven on earth. And the band was great! I loved the songs they put into a jazz rendition.
One of the pool boys was a little too good for his job or at least he thought so. Didn’t really want to help us with an umbrella and then watched us struggle while we did it on our own. Something he said was “If Jesus wants it doesn’t mean Jesus gets it or if Jesus wants it then Jesus get’s it” I don’t know but it didn’t make sense and we laughed about it the rest of the day because it was so weird and weird that he wouldn’t help us since that is his job. Sorry again I didn’t catch his name but we ordered lunch at the pool and charged it to our room.
Housekeeping service was great. Spa service was great. Front Desk service was great. I was sad to leave and felt that The Grand had become my home away from home.
Thank you for the fun weekend. We will be back but will make sure not to sit in Edward’s section next time. A good cappuccino with good service can make all the difference.
The Response:
Dear Ms. Shumway,
My name is Anthony Bartholomew; I am the Director of Hotel Operations for the Grand America. After reading your note I was compelled to contact you and make every effort to address your needs.
First let me thank you for your kind remarks and taking the time to provide us feedback on your stay. We are pleased indeed that many aspects of your stay were positive. I can’t tell you how much our chef likes hearing his food referred to as “heaven on earth”.
I was disappointed that on a couple of occasions staff members failed to serve you at a level that reflects our standards and more importantly, your expectations! Pease accept my apology, I have spoken to each individual and you may rest assured that corrective action has already taken place.
Ms. Shumway, having been involved in the hospitality industry for many years, I understand the impact our failures can have on our guests despite every effort we make to respond as they arise. And, while some issues do arise beyond our control, I hope service and responsiveness will never be among them.
Thank you for your understanding and support. I will make a note in your profile that will provide a complimentary suite upgrade for your use on your next visit. Also, I hope that you will contact me any time I can be of service to you and your family. I would very much enjoy meeting you all in person.
Best regards.
My feelings after this letter:
I will be back to the Grand America. This is a great response and I love it there.
