United Kingdom
, York 
Retha
I’ve stayed at this hotel 3 times now because they are close to City of Hope, where I’m being treated. I have to take ice packs with me to use during my chemo infusion, but the freezer in the room is too small to fit them in. On my first stay they offered to store my ice packs overnight in their big freezer.
When I called to confirm that they’d be able to do that again I was told “they already had the note on the account.” I was confused and the person on the phone said, “my colleague remembered you and put the note in.”
Now THAT’S amazing customer service. It means so much to me that they not only remembered me, but that they are so willing to go out of their way to accommodate my needs.
The only issue I have is the hot tub being a little too cool. I specifically looked for a hotel with a hot tub because a nice soak in hot water is a wonderful thing to do the night before my treatment. It relaxes me , soaks out my pain, and lets me sleep well, which are very important things. However, last night the hot tub was just warm. We asked that the temperature be turned up and the young lady at the desk did her best to do that. Unfortunately the water never got hot enough for my taste. But I do understand they can’t have it too hot in case children get in it, but they tried to make it right for me. When I stayed at another local hotel which is even closer to City of Hope, and had a similar situation all I got was “sorry,” no attempt to rectify the problem at all.
I Will return!
When I called to confirm that they’d be able to do that again I was told “they already had the note on the account.” I was confused and the person on the phone said, “my colleague remembered you and put the note in.”
Now THAT’S amazing customer service. It means so much to me that they not only remembered me, but that they are so willing to go out of their way to accommodate my needs.
The only issue I have is the hot tub being a little too cool. I specifically looked for a hotel with a hot tub because a nice soak in hot water is a wonderful thing to do the night before my treatment. It relaxes me , soaks out my pain, and lets me sleep well, which are very important things. However, last night the hot tub was just warm. We asked that the temperature be turned up and the young lady at the desk did her best to do that. Unfortunately the water never got hot enough for my taste. But I do understand they can’t have it too hot in case children get in it, but they tried to make it right for me. When I stayed at another local hotel which is even closer to City of Hope, and had a similar situation all I got was “sorry,” no attempt to rectify the problem at all.
I Will return!
