Please take a moment to read the following incredibly touching story from Fairfield Inn & Suites Times Square. We are thankful for the team's ability to recognize a special moment and maximize guest happiness by making a few "small" gestures. This is truly a trip they will never forget.
"I can write a 5 page essay on this guest but I’ll try to shorten it as much and keep the tears away. I was walking out of the cafeteria yesterday when Betty came to the front desk to talk about the view. She informed me that she is here with her 98 year old mother and her mother visits NYC every year. They were already on the 24th floor for 4 nights. However, we upgraded them to the penthouse. She was genuinely grateful and the tears came down her eyes. Today they came down, but I already had it plan to expedite the room and set it up as a towel art. They only had to wait 10 more minutes for the room. While they were downstairs I offered to take them to the cafeteria and make them some cups of coffee while they waited. That’s when I found out more to her story.
She first came to NYC in 1944. Helen and her husband were married for 61 years before his passing. While they were married they came out to NYC at least once a year for a week to see Broadway shows. She still keeps the tradition alive by coming to NYC with her daughter, Betty. Before heading to the room Helen pulled me in close and told me that she was truly grateful to meet personalities like Jessica and I. She is turning 99 this year and this might be her last trip, but she is truly grateful that she will be able to close her NYC chapter like this, to which Betty immediately said never because the tradition will keep alive with her son and daughter next year. Tears streamed down both their faces while Helen, still holding on to my hand, repeatedly kept thanking me for my heart.
Later on, Jess and I went upstairs and brought them a bouquet of roses with a NYC Souvenir card and two cupcakes thanking them for their touching words and letting them know we are always there for them. They immediately started tearing again and grabbed us into their room. Betty went on about how the service she received now can never be replaced. Helen asked if she could take a quick picture of us before we left. We all hugged one last time before leaving off."
Picture and message received from guest. Left to right: Jessica, Helen, Whitney