WOW! Hampton Inn Grand Central received a personal letter from Chris Nassette, Chairman of Hilton Worldwide, for exerting exceptional service (below). This is a great example of what, as the guest called it, “natural talent in addition to training”. Thank you for dedication to our guests! Check out Chris Nassette's and the guest letters below.
"Good morning!
Having had the pleasure (and sometimes quite the opposite!) to stay in a number of hotels over the years, just once in a rare while you happen upon somewhere truly special, and that somewhere for us is The Hampton Inn, Manhattan United Nations!
Hotels can be well furnished, clean and well located, as is this Hampton Inn, but the atmosphere and care shown by the team working both front and back of house can make or break the quality of the stay. It is the incredible warmth, care, friendliness and family-feeling created by Imelda Castilla and her team, including Erika Ascanio, Stephanie Apunte and Nancy Noyer, that makes this particular hotel truly special.
I brought my husband here all the way from Spain at the beginning of December for 4 nights to celebrate his birthday, and from the moment we arrived we were made so very welcome. Oh my, the cookies at reception were such a treat to enjoy after a long flight! The next day was Robert’s birthday, and when we got back from a fabulous day out, having walked the length and breadth of Manhattan, the guys in reception presented Robert with a little gift, and then when we got to our room we found they had decorated it with banners and balloons, and that they had left a birthday card signed by everyone and even a cake and candle! Wow, wow, wow!
For the rest of our stay, it felt like we were staying with family, and that is not something that comes from training, it comes from natural talent, which your team there have in abundance, and it was truly sad the day we had to leave to get our flight home.
Memories of our stay at The Hampton Inn will live with us for a long time, and we wanted to contact you directly to record our praise and thanks. If there is an employee/team reward scheme we do hope that our comments will recommend Imelda and her team to win it, as they most certainly deserve such recognition.
Robert and I wish you a very Merry Christmas and a successful 2019, whilst we begin saving up for our return visit, which we hope to be as soon as possible.
With our very best wishes"
"Good afternoon, Elizabeth.
It’s always so satisfying when a guest takes time out of their busy schedule to compliment Hilton team members for making their stay so memorable. I see Imelda, your Guest Service Manager was copied but I wanted to make sure you saw the email below from Andrew Hills and Robert Stock as I appreciated reading how everyone on your team created an experience for them that truly illustrates the heart & spirit of Hilton. They were eager to commend the facility along with Imelda Castilla, Erika Ascanio, Stephanie Apunte, Nancy Noyer, and your entire team for going above and beyond. Their attention to detail and birthday surprise exceeded their expectations.
If you haven’t already, I hope you’ll share Andrew and Robert’s email with your team, and please thank everyone on my behalf for making superior guest assistance their highest priority and for representing the very essence of Hilton’s global vision “to fill the earth with the light and warmth of hospitality” – very nicely done!
All the best,"
