I was in Toronto on business for 4 days and stayed 3 nights here. I'd booked my trip -- flight + hotel -- on Expedia.
On the morning following my 1st night there, I sent for breakfast and was surprised to be told that the rate I got did not include breakfast. I had a very light meal and the waiter said he wouldn't charge me for the whole buffet but rather à la carte de couple of toasts I had. Nevertheless, it doesn't change the fact that I find it somewhat "cheap" that any luxury hotel would charge you over and above for every little thing, from Internet access to in-room coffee to breakfast. (To be clear, this hotel charged for none of this -- except, in my case, breakfast -- and had bottles of water and green apples available at every floor.) So I tweeted this before going out.
When I got back to my room, I found a very personalized letter **en français!** from the hotel manager, thanking me (!) for posting a comment on Twitter. The letter explained that the hotel currently ran two rates -- that is, with and without breakfast -- and that Expedia rates were of the latter type. The letter mentioned that soon, all rates would include breakfast. But the letter also included information about a deal this chain has in place with my organization (which means they actually did some background research on me!) and concluded with a pledge to offer me free breakfast for the remainder of my stay.
Some would call this customer empowerment, or a good exemple of service failure recovery (and the paradox that comes with it).
I just call it outstanding service.
This hotel may be as clean, well-located, and nicely decorated, these are all basic factors to me. What will keep me going back to it from now on is its human, personal touch.
Merci for a great stay!
- Official Description (provided by the hotel):
- Toronto's Second Le Germain HôtelGroupe Germain is reasserting itself in Toronto with Hôtel Le Germain Maple Leaf Square. Integrated into the complex for which it is named, this 167-room boutique-hotel is one element in a real estate development that combines condominiums, offices, retail shops and restaurants.Hotspot for Sports and EntertainmentLocated just steps from the Air Canada Centre, home to the Toronto Maple Leafs (hockey) and the Raptors (basketball), and venue for Toronto's hottest events and shows, the hotel is at the heart of it all.Quiet Oasis in a Buzzing NeighbourhoodAlthough the hotel is immersed in the city's vibrant core, it remains loyal to Groupe Germain's philosophy, which is founded on elegance combined with authenticity. Each Germain property strives to achieve the same goal: to offer a comfortable and inviting atmosphere where personalized, yet discreet service is of the utmost importance. ... more less
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