04/18/2011Provided by Citysearch -
Hello! I wanted to extend my thanks and report a job well done- your employee, Ashanti (front desk- hope I spelled that right) was very helpful the other day. It was because of her willingness to help out with a last minute cancellation of my reservation due to severe weather on the East Coast (4/16)- that Quality Inn (both in Laurel, MD and Nation Wide) has gained my support and promise of loyal future patronage.
If you may recall- the other day, there were HORRID storms and tornado warnings all along the east coast in particular PA (note- I would've been driving from Lancaster, PA). I had made a reservation at 4pm on the 16th through the hotel 800 number and arranged for a late arrival that same evening of the 16th at the Laurel, MD Quality INN locale... when the storms and tornado warnings hit that night.... I grew worrisome of driving in the dangerous conditions (which would have been necessary for me to make my reservation that night). I called to ask if I could cancel- knowing that if it was ""okayed"" it would be bending the normal rule for such things as it was after 4pm. (even though I made the reservation AT 4pm that day) ANYway, to my pleasant surprise, Ashanti willingly and happily took care of my cancellation due to the storm conditions and did not charge any fee etc. She recognized that it would not be worth risking my safety and the safety of my husband to make the trip through the storm. I GREATLY appreciate this. And, though I did not have the pleasure of staying your hotel that night... the way this situation was handled impressed and pleased me greatly and has won my continued future business and word of mouth recommendation for years to come! I thank you. It means a lot to me when a company and their employees recognize when to bend the ""rules"" in unique situations to help out guests. Even if it means losing a few bucks up front because they know that in supporting their clientele with good customer service will result in MUCH more money in the future, good reviews, and continued business from that customer & all their friends/family.