Two years ago we had an incredible experience at the Marriott Grand Cayman resort. My wife and I are both Marriott Gold members and we have stayed at many different Marriott Hotels over the years. What impressed us then were the people who worked there who truly treated us like royalty.
So several weeks ago, when I was planning a last minute vacation with my daughter who was home for Spring Break, this was the first place we thought of trying.
During our last visit, we had been fortunate to meet up with Ingrid Chaves, the Director of Rooms Operations, and I had kept in touch with her since we left. When I emailed her to tell her we were coming back, she welcomed us with open arms, and the next thing we knew…we learned we were being upgraded to a room with a balcony too!
After arriving in the Grand Cayman, we went to the taxi stand and told them we needed a ride to the Marriott. A Marriott representative overheard our request and asked us our name. 15 minutes later we got a big surprise. As we arrived at the hotel, we had barely gotten out of the cab when we were met by Pamela Lea Plaza, a hotel supervisor. Next thing we knew, our luggage was being taken and we were being led to the Elite Check in where Caleb gave us a drink and some little sponge cakes. Pamela and Caleb told us how much they appreciate our loyalty and Pamela personally took us to a beautiful room with a fantastic view. All my daughter could say was, “OMG! I can’t believe this dad!”
To us the most amazing thing was that many of the people who had taken care of us 2 years ago, either remembered us by face or by name. For example, a couple days into our trip, Omar the doorman looked at me and said that he knew we’d been there before by our faces.
And once we got on the beach, Dannis came by to serve us. I looked at him and said I remembered him because he was the best server we ever had. This guy really rocks…he will remember the drinks you like, and will bring you water when it’s hot without you asking. The next best server, who remembered my last name, was Leonard…again very good. Now not every server was awesome…there were a couple of newer servers who you could tell were just learning the ropes…and definitely needed a little work…so I took it upon myself to offer some constructive criticism to Kendra Stuck, the Food and Beverage Supervisor. She was actually very appreciative of the feedback and even comped us for lunch…something we didn’t expect but definitely appreciated. She also remembered our names throughout the entire vacation…again something that we do not see in other hotels.
In the hotel’s Red Parrott restaurant we asked the server if they could make my daughter a plate of grilled shrimp, a dish that wasn’t even on the menu. The server spoke with Franz, the Chef and he came out to meet us. He asked us if we would prefer regular shrimp or larger prawns that they also had available. We went for the regular shrimp and he made it for my daughter for 3 separate dinners.
We also had a funny situation at breakfast in the Red Parrott on one occasion. As we were getting in line for omelets, a server named Mirna asked us if we would like pineapple juice with our breakfast. It caught us by surprise, but then we realized that she had been our server several days before and remembered what we liked. She then came over to our table and asked us how our vacation was going, etc.
Everything is not always perfect of course, but when it isn’t, they make things right. We had one dinner that was delayed and frankly, it annoyed me. I found the Food and Beverage Manager, Marc Mata, and was very frank with him about being aggravated. He apologized, explained why things were delayed (there actually was a good reason) and then proceeded to give us a drink, a special dessert and told us our dinner was on the house. And Franz came out and also apologized for the delay. To me, this epitomized the way to treat customers.
Finally, I want to give a shout out to Rafael Trivelli, the Senior Front Desk Supervisor and for Alex, who also worked at the front desk and gave me great information about the Turtle Farm where my daughter and I saw huge sea turtles, sharks and other fish. We snorkeled with the turtles; a very cool experience. Alex later fixed my bill when I realized I had forgotten to use a 20% off coupon that I had received for a meal. I gave him my Moby Dick paperback which I had read…if he has the stamina to get through the 655 pages…more power to him!
We have stayed at many Marriott hotels and have dealt with many outstanding people at those hotels. But we think that the people who work in this Marriott are the friendliest and most considerate anywhere. I think that it must be how they are trained. They take an interest in their customers and truly speak with them. Even Murine who gives out towels recognized me as a previous guest, asked me several times about how things were going, and gave us some suggestions of things we might like to do. (By the way, the wave runners were fun too…we did an hour, but you could have a great time for a half hour and save some money too.)
The beach was definitely crowded, but the water is a beautiful turquoise color (as pretty as Negril in Jamaica) and you can just walk in and snorkel.
A couple final notes…Coconut Joe’s across the street was good for several breakfasts and lunches. And you need to walk about 10 minutes to the left of the hotel to the Camana Bay restaurants and shops. We ate dinner at Abacus one night and it was very good.
All in all, it was a great get away for us…and if you are looking for outstanding service, this is the place to go.
- Official Description (provided by the hotel):
- The Beach House at Grand Cayman Marriott Beach Resort makes you feel right at home. All of the spacious 295 guest rooms at our Grand Cayman resort have been completely refurbished. The main lobby "Anchor & Den" has transformed into a spacious, yet cozy place where you can connect, relax and spend time with family and friends. Experience enhanced culinary offerings at the new outdoor beach fish grill restaurant Veranda or have a drink at the Vista Bar - a perfect place to end the night in the Cayman Islands. ... more less
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- Also Known As:
- Marriott Grand Cayman Beach Hotel Seven Mile Beach
- Marriott Seven Mile Beach
- Seven Mile Beach Marriott
- Grand Cayman Marriott Beach Resort Cayman Islands