Stories of Service Excellence

THANK YOU! Platinum Elite member


I am writing this email as a thank you to Jerry and the staff for our stay from July 10 – July 13, 2017. This is directed toward him, but is welcomed to be read by you, the general manager.

I’ve been traveling over a decade with my career as a commercial and private pilot and have mostly used Marriott with my current employer. Therefore, I stay at the Marriott brand of hotels when traveling with my family.

We had a couple normal minor issues that were addressed regarding our room. As a thank you gesture, a wonderful and special care package was left in our room. It was one of the best surprises on our very special annual family trip; it was also our first time to Maine and it was an anticipated destination for several years.

I have simple expectations at my hotel when traveling for work, and I hoped the Marriott brand I trust would deliver when treating my family to a special and comfortable vacation. Not only did Jerry check on us during breakfast and other casual passings at the front desk, but his thoughtful gesture went above and beyond anything I’ve experienced in the many years of travel. I could only imagine the extra thoughts and efforts that went into picking out the most perfect items for us while remembering the make-up of our family: Snacks and water for us, a doll for our daughter, a toy motorcycle and activity book for our two sons, etc.

As our summer comes to an end, and we reflect on our trip, our newly adopted relics have found a special place in our home. In particular, the “Maine” wall art serves as a geographic reminder to our two oldest children (boys aged 5 and 4) in their shared bedroom which has a nautical theme; fitting for Maine’s geographic and historic reputation. Not only did Jerry represent the character of the people of Portland and of the state of Maine, but he further exemplified the very best of the Marriott brand.

Below are two pictures, one showing the beautiful care package, and another showing one of the items that serves as a timeless relic in our family now. While our time there has quickly come and gone, it may be easy to think that we forgot the little details and efforts. Please let Jerry and the rest of your team know that those efforts will stand amongst the most profound memories from our trip. Furthermore, everyone there always treated us with a hello and an invitation to grab some fresh cookies as we passed through the lobby.

Thank you for running one of the best hotels environments that I have experienced with Marriott, and the rest.



Joseph Michael Jeswald
Platinum Elite member #098xxxxxx

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