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| - After learning about a special rate celebrating the 40th birthday of Ben, the hotel owner, I booked two nights at The Clarendon, the first in July the second in November. I had visited the property once before, a few years back when the restaurant on the premises was under different management; I was left with the impression that the hotel looked really cool and fun and I made a mental note to check it out sometime. With the special deal I found, I decided now was the time.
I booked a Jr. Suite for both nights, and my first stay was last night. I checked in early before my boyfriend arrived. Rachel helped me check in and was really friendly and helpful. I took in all the details as I walked to the elevator and then to my room. Really fun, local tilt-shift photography was hung on the walls leading to my room (#221). I wish I had snapped a few photos of my room, because it was really fun - a great king-size bed with a funky, upholstered headboard, dark-wood heavy furniture, a plush occasional chair by a lamp, a long desk/dresser, a 42" (if not bigger) TV anchored to the wall, and awesome blue walls made up the room. Unfortunately, I noticed the room hadn't been cleaned properly. By the Keurig coffee maker, I found a mess of opened sugar packets, creamer, and used swizzle sticks, and no cups or coffee. I called down to the front desk and Rachel answered. I told her what I found, and she came up to check it out. She seemed sincerely disgusted at what she saw and she was very apologetic. She left the room and came back with some cups and went down once again and this time returned with coffee, tea, and a wet rag to wipe down the counter. She also brought a few bags of chips, some candy bars, and four bottles of chilled water. She asked me what else she could do to make up for the mess, but I told her she'd done enough - more than was her responsibility, actually.
Later that evening, after a pretty dismal experience at the Gallo Blanco Cafe, in the hotel lobby, I stopped at the front desk to request some extra towels and some sugar for the coffee. Ben, the owner, happened to be at the desk at the time and told me he heard we'd had a bad experience at the restaurant and asked how our stay had been otherwise. I told him about what happened before in the room and complimented him on having Rachel on his staff. Like Rachel, he was very apologetic and asked what he could do to make up for it. He also told me it had been Rachel's first day, and I couldn't have been more surprised - what an asset to his team! Before we went back upstairs, Ben gave me his card and asked me to let him know when we'd be staying over again so he could upgrade us to a full suite. He then came by the room with a huge stack of freshly laundered towels (they were still warm!) and apologized again and thanked us for our patience. Talk about customer service!
When we checked out, Rachel was back at the front and asked about how our night went. I recapped for her the rest of the events and she again thanked me for our patience and good nature. This is why I support local businesses, especially when they hire amazing people who know how to treat their patrons and guests. For the wonderful customer service we were given, I'm rating this hotel five stars.
Ben and Rachel, THANK YOU for being great. I look forward to our next stay, though I wish I didn't have to wait until November!
P.S. - The amazing AC in the room? What a delight!
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