August 27, 2009
Hartford Marriott Downtown
Dear Mr. [name elided],
I am writing to compliment your hotel and its staff for a wonderful recent stay by my family.
We were driving home from New Jersey to Boston on Friday, August 21. We are observant Jews, so we do not drive on the Sabbath from Friday evening until Saturday night. Unfortunately, there was a lot of unexpected traffic on that day, and as we drove through Hartford, we realized that we were not going to make it home in time for the start of the Sabbath. With less than an hour to spare before the start of the Sabbath, we pulled off of the highway and began to look for a place to stay.
I called a few hotels and found a reasonable rate at the Marriott. We drove right over there, and I explained the situation to the desk clerk (unfortunately, I didn’t get his name, but I believe he was the manager on duty, since he was wearing a different uniform than the other clerks) – we needed two rooms for 1½ days, we couldn’t use any electricity during our stay, etc. He was very helpful in getting us into our rooms quickly and in listening to our needs and doing his best to accommodate them.
One thing, in particular, impressed me a great deal. Although I did not mention anything about the elevators, when the clerk was looking for rooms for us, he said, “I assume that since the electronic room keys are a problem, you won’t be able to use the elevators. The lowest rooms I have available are on the 6th floor. Is that OK?” I was extremely impressed that he realized on his own that the elevators would be a problem.
We asked for a refrigerator in our rooms to store the food we had brought with us for the trip, as well as for a crib for our 1-year-old. We were impressed by the fact that both the refrigerator and crib got to our rooms almost before we did.
When we were getting settled in our rooms, we discovered several unusual items that we needed to get our hands on before the Sabbath (e.g., a can opener, some pieces of aluminum foil), and your staff was very accommodating about bringing them up to our rooms quickly.
Alas, the can opener wasn’t the right kind, so we were stuck with some cans of tuna fish that we couldn’t open ourselves, but again, your staff came to the rescue – I brought the tuna down to Vivo on Saturday afternoon and a member of your staff there quickly and kindly opened them for us.
It also bears mentioning that the accommodations themselves were very nice. Our rooms were nicely equipped, clean, and in excellent condition, as were all of the public spaces we saw.
Although our experience at your hotel was positive in nearly every way, there is one suggestion I’d like to ask you to consider. It would be very nice if there were a couple of rooms on each floor whose doors could be opened with a key instead of or in addition to an electronic key card, to accommodate guests like us who cannot use electronic key cards on the Sabbath.
Please convey my thanks and gratitude to your staff for a job well done.