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| - I have never bothered to write a review before, but The Clarendon inspired me to write my first.
It is not like any other place I have ever stayed in. The first thing I noticed as I walked down the sidewalk towards the entrance was the cool music being pumped through the outdoor speakers. I am not even sure how to characterize the genre, it was just very cool.
We were greeted by a professional and welcoming staff. My wife, who does interior design, had never seen a room decorated in such fashion before. It is very modern and chic. My 12-year-old daughter loved the look of the pool and could not wait to play in it.
For me, what really makes an excellent customer satisfaction experience is the staff, and this staff is the best. You receive a voucher every morning for a free dine-in breakfast. My daughter has been having trouble sleeping because we are in town due to a recent death in the family. Finally she went to sleep and, of course, slept late. My wife was gone early to meet with a lawyer, I was very hungry but could not leave my daughter alone while I dined in. The restaurant manager cut me some slack and let me use the voucher to dine in my room so my daughter would not find herself alone if she woke up.
I write policies and procedures so I get why rules are in place and would have had no issue if he had denied my the use of the voucher, but this guy had empathy for my situation and bent the rules. This compassion and desire to provide an excellent customer experience was in the DNA of every person working there from the front desk to the maintenance guy sweeping the interior to keep the place spotless.
Last night I met the Owner/Manager, Ben. I made sure to tell him about how kind his restaurant manager was, and he was very pleased that his manager used his discretion to make an accommodation for me and said he trains his staff, I cannot remember the exact words, but it was something like, "leading with their heart" or letting "their hearts lead them," when having to make judgement calls.
So to sum it up: the music is cool, the food is great, the rooms are chic, best pool in the area, the sky deck is wonderful, but first and foremost, the staff is the best.
Ben, thanks for training your staff to put people before policy when there are exceptional circumstances. Tell Nicole thanks for the tip on the bowling alley. My daughter loves bowling and it may me just the thing to brighten her mood.
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