We stayed one night while heading down the coast. At check-in we were told that there would be a water shutdown at 11 with restoration at 5 am. Come 7 am and the water is still not on, meaning no showers for most of the hotel. That is when it usually falls apart but I have to commend the professionalism of the team. Things were obviously not going right but the entire staff was calm, empathetic, and looked for ways to rectify the situation. My wife and I ended up using another room that did have water to take showers. What really blew me away was getting a personal letter from the manager, Clid, apologizing for the inconvenience and giving me his number if I had any concerns or issues. I had, in the confusion of moving rooms, left a coat and shirt behind which he promptly offered to fed ex to a hotel we would be at a few days later. But then he also solicited my feedback regarding his staff, including my compliments about the valet parking team. He said that he appreciated the detail of my comments and intended to use them at a team meeting to reinforce the good behavior. The whole concept of excellent customer service obviously gets talked to death-- what I saw first hand was a genuine commitment from the manager and his team to not just deal with the day to day, but to deal with the problems and obstacles, and truly commit to customer service. This exchange took an unpleasant experience and turned it into my giving the place the highest rating. Other recent comments about the location, room cleanliness, etc are all spot on but its the people at this hotel that make it shine the most.
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- Also Known As:
- Monterey Marriott Hotel Monterey
- Marriott Monterey