Over and above the call of duty!
Posted Dec 19, 2016
We traveled to St Petersburg due to my wife's sisters passing the night before. The hotel and staff are always courteous and helpful as we had stayed there twice before on visits to our seriously ill relative. After arriving and joining other relatives at our sisters home, our plans changed and we reserved our room through Expedia for a second night. The next morning, plans again changed but we were not able to cancel the prepaid room for that night through the Expedia web site. In discussing this with the desk clerk (Barbara), she offered to call Expedia on our behalf and explain the hotel would release the room in an attempt to get us a credit. She convinced them to give us a full refund of our payment! She spent 10-15 minutes on the phone on our behalf, while taking care of two other guests as she was the only person on duty at the time. I am retired and travel extensively. I have never experienced a hotel employee going this far to assist myself or witnesses this level of service for any other guest!! I will always remember this experience due to the circumstances we were faced with that weekend and will always try to stay at a Springhill Suites or Marriott property as my response to this blessing!! Thank you Barbara and Marriott!!