I was reminded of how customer service should work during a recent stay at the W New York Times Square. At every turn I was met with great customer service and even the whatever whenever came through.
During check in I was offered an upgrade to a cool corner room facing Times Square. But I requested a room on the opposite side of the hotel from Times Square since those are optimal for actual sleeping. No problem. I was upgraded to a corner room facing the Hudson River.
Next, I asked for directions to the nearest CVS and was directed to the Duane Reade. While not the same, it was a nice quick resolution to my request.
Finally, once up in my room, I called down a request to the Whatever Whenever line and within minutes, multiple sets of W Hotel slippers were delivered even though I only requested 1 pair.
Proactive Note Just After Check-In During Stay
I received this nice note during my stay just after I checked in.
I noticed you were checking out tomorrow and I wanted to make sure you have had a wonderful W experience! If you have any feedback, or if there is anything we could have done to make YOUR escape better, please let me know!
Thank you for staying with us and travel safely.
All the best
If that isn’t proactive customer service, I don’t know what is.
The W Hotel Times Square’s customer service hit the mark during my most recent stay.
- PMM Six Hour Siesta At W Times Square
- W Times Square – Hotel Trip Report
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