Stories of Service Excellence

“it is the little things that make such a difference”

Lexington DTbH

We had a great experience! Every person that we interacted with was very friendly and helpful, even the cleaning ladies. The room was very nice, not fancy, but clean and pleasant. At checkout it was snowing and cold. I was waiting on my nieces to arrive and the office staff was super nice about letting me have a late check out. They gave my nieces cookies when we left. Giving cookies seem insignificant, but it is the little things that make such a difference.
We will be back!

Ginny R.

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You Are Family When You Stay At Doubletree

Be Excellent Logo

Max -

Sorry I missed you last week while I was staying at the Doubletree.  I tried to catch you Thursday evening but timing didn’t work out.

I wanted to share how John (the nighttime shuttle guy) went above and beyond for me.  First of all he is always friendly and usually shuttles me twice a week to dinner whenever I am in town.  So he is familiar with me and always greets me as “the girl from Kansas City”.

I had been sick the whole weekend before I came to Chicago and it only proceeded to get worse when I traveled to Chicago on Mon.  I went ahead and went to my class on Tue but at the end of the day was totally miserable.  I called the Doubletree (6:15 PM) from Zurich asking for a pick up and checked to see if they would take me to the Walgreen’s minute clinic.  The front desk guy sent the driver (I was praying it would be John or someone I knew).

So when John arrived at Zurich I shared with him my request and of course he obliged.  He asked how long I would be and I let him know I had no idea.

I told him I could just call a taxi to get back if it was past the time of the shuttle.  Not only did he drop me off but he came in to make sure that I was OK.  He said he had no other calls right then so he would wait.

I was overly concerned that I was detaining him so I let him know numerous times he could go if he needed to.  And here is what he said to me:

 “When you are sick you need family and we are your family when you stay at the Doubletree”.

It is interesting that he would say that because I always share with others that I stay at the Doubletree because I feel like I am visiting extended family whenever I am there.  I only come in about every other month but am always greeted with a smile and a “welcome back”.

There were others that went above and beyond to help me last week (Lisa, Edward & Taylie) but John really went over the top.

FYI -  I was diagnosed with Bronchitis and was given an antibiotic.  Within a couple days I was feeling much better & my flight home on Friday was bearable.

Pam K

Posted in DoubleTree by Hilton Hotel Chicago-Schaumburg | Tagged , , , , | 1 Response

“Best Hotel just outside of Houston”

Houston Rosenberg

Many of us were staying at this hotel for a wedding. The staff were amazing and everyone at the hotel was well taken care of. I have traveled all over the world and this hotel managed Class AAA service. Terrific staff and lovely and clean hotel. Very good amenities and located close to everything.

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Houston Rosenberg

this is my second stay here for business. I have traveled domestically and internationally and have never experienced the service and care that I get here. The GM Rizwan has set the stage for his staff in excellence of care. He and his staff have gone above and beyond anything I have experienced in a hotel stay. I will be back

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Front Desk is Awesome!


Hi Jon -

The last two stays, the front desk help has been awesome! On the 11th, the young gentleman (Gabe) was especially stellar in his service. That evening we stayed on the Hilton Honors floor which, I believe, is a new addition? The room was fantastic and a welcome chance to relax.

Thank you
Mary C.

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Great Experience


Hotel staff very helpful and friendly. Facilities in great shape. Room and common areas were clean. Breakfast options good for this level hotel. Traveled for leisure with my wife and 4 year old son. No complaints with the staff or facilities.

John C.

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Great get-away


My husband and I were looking for a weekend get away and really looking forward to the hot tub and swimming pool. We were NOT disappointed. We didn’t even realize that the kitchen was included. What a bonus!!! The staff was very pleasant and the hot breakfast buffet was great!! Would definitely stay here again!

Marie C.

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Excellent Place to Stay

I was very impressed with the cleanliness of the room. The hotel staff was very friendly and accommodating. The complimentary breakfast wasn’t your typical breakfast. You had a variety from a muffin or toast to an actual hot breakfast with scrambled eggs, potatoes & sausage. I highly recommend Homewood Suites.

Sharon B.

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In the Middle of the Action


This Homewood Suites in right in the middle of the action at Southpointe. A “city” is being constructed in every direction with all sorts of new businesses popping up every day.
It’s convenient to the Pittsburgh airport (ab. 25 minutes) and to downtown.
Consol and Mylan are within a stones throw.
Most importantly, it’s very clean and the staff are very nice.
I will stay here again.


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We got engaged at the DoubleTree Mahwah!


Dear Emily, I cannot thank you enough for making this special day even more special for Lance and Gina.
They were both truly blown away by the oversized suite and the drinks and breakfast added to the magic.
If there is anything I can do for you please do not hesitate to ask.

Lance does have the Trip Advisor survey and he is going to fill it out ASAP.

Best regards,
Edith V

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quality of the TEAM of the Residence Inn.”

extended stay rock mount hotel

It don’t take the time to write too many reviews…. but I do read many. I guess I’m supposed to say I’m a Marriott Platinum Elite and have stayed a million nights and my snobby status makes my opinion seem more valuable…. Well – I do stay about 150 nights a year – but my opinion here is more from my experience as an organizational development consultant and evaluating work and team cultures…. yes – I still sounds snobby – but I say that to make my point.

This is one of the worn and weary Residence Inn properties…definitely dated and needing an update from its cheap tight-wad owners. It does the trick… I suppose…But my amazement, fascination, and 5 stars come from the TEAM of the Residence Inn that makes this older property work and exert the energy so every resident feel like they are a guest in their home. What I witnessed isn’t artificially manufactured – it is a part of the fabric of the culture of the hotel and from what I see – is led by James White who is the leader who makes things happen and gets things done. Ms Ann runs and hosts the evening social hours magnificently and again, makes you feel like the event is specifically for you and your family. Everyone on the TEAM had the same rhythm….. from maintenance, housekeeping, front desk…everyone… were all in rhythm and aligned to their mission, I truly felt I was a family member with a family run hotel. From my professional perspective – you can’t fake this – it is cultivated through stellar leadership , trust & respect which only amplifies when each TEAM member engage with a customer. my credit goes to James and appreciation it Ann. You have created a work culture / code to the formula of running a business and creating the experience that builds trusting relationships to maintain customer loyalty over time!!!! You have the ultimate TEAM that I work so hard to create in other organizations that can take a weary property into a dynamic stay…..

If you have the opportunity to stay here – be willing to step back into the 1990’s in room decor and appliance…. But be prepared to meet a TEAM of professionals that sincerely believe in their mission that will blow your socks off. This property is the model for every other hotel in America to operate!!!! It blew me away!!!

Thanks you James and Ms Ann! We will be back!!!!! Great stay and more importantly – great experience. You are amazing and should be commended!!! Best experience in a Marriott property and most impressive TEAM in 20 years of traveling in Marriotts all over the world. Best TEAM of expmoyees are tight here in Ricky Mount!!!!

Dan Q.

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I continue to be impressed with the DoubleTree’s commitment to service and kindness. I look forward to trips into NJ so I can stay at the hotel. The staff is first rate – as in past stays, I worked mainly with Emily at the front desk who works hard to make sure that as a guest you are comfortable and have a great experience from check in to check out.

On the third night of my stay, I discovered that the outlet next to the microwave in my room was faulty and want to be sure that it gets taken care of to be sure that no one is hurt trying to use it.

The entire team at DoubleTree is amazing – the kindness and warmth can be felt throughout the hotel experience. It means a lot to me during travel to be so well taken care of.

Thank you!

Dawn Marie M.

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