Hard Rock Hotel Penang

“THE BEST HOTEL MANAGEMENT TEAM I HAVE EVER EXPERIENCED!”

First let’s start with the problem, we had our hotel stay arranged by an agent. They missed that there was renovations, and no hot water for the 2 day stay we had. Then we checked into our room and the air conditioner was making noises. Of course I was quite upset about it and I messaged my agent … more

First let’s start with the problem, we had our hotel stay arranged by an agent. They missed that there was renovations, and no hot water for the 2 day stay we had. Then we checked into our room and the air conditioner was making noises. Of course I was quite upset about it and I messaged my agent to say I was really upset, it was the end of the trip, my sons birthday, and we just came from camping 3 days doing tons of extreme outdoor activiites. This is where I thought I was going to have a totally unpleasant experience to the management team creating one of the most magical experiences I have ever had at any hotel I have stayed in. Let it be noted I have stayed at some of the most beautiful hotels in Asia and MENA regions over the last 10 years. Upon Stephanie the hotel manager being notified of how I felt, learning it was my sons birthday, and respectfully being honest how I felt she made it her mission to make sure that we would leave the hotel happy and boy did she ever succeed. Let’s start with what she did and it’s above and beyond anything I have seen and I worked for Marriott for 3 years in college and I have seen what hotels do to make sure their customers are happy. 1. They changed our rooms right away 2. They made sure we had turn down service daily, made a heart out of towels on the bed, gave the boys some cool pins and stick on tattoos. 3. They arranged a birthday celebration in the room for my son with cake and balloons and fruit 4. They gave us 200RM voucher for the restaurant 5. They arranged for us at the Hard Rock Cafe dinner and gave my son a huge birthday sundae and show 6. They arranged for us to sit in the rock royal for breakfast which was really nice to have some specialty menu items the French Toast is one of the best I have ever had. 7. The team introduced themselves, constantly made sure our needs were met and made us feel special. I have been in business for many years, I coach business owners, I invest in businesses and I can say this as a fact the most important part of any business is HOW YOU MAKE YOUR CUSTOMERS FEEL! This is what will bring them back and will also give them stories like this to share with their network of friends and colleagues. This hotel staff among the issues of renovations, and no hot water, and our first room having issues with air conditioning making noise! Turn all those negatives into a massive positive that made the experience epic making us feel important and valued. We went from wanting to give a 2* review from our first impression to giving this 5* review and recommendation to stay at this hotel. This staff truly cares and shows it! They are the kind of Hotel that really is a Gem in a world that has forgotten in many parts about the customer experience. All I can say is Stephanie and her entire team puts the ROCK in Hard Rock Hotel! Truly grateful for the care, service, attentiveness and experience they gave us. This is hotel that I would recommend to anyone who has a family, or that cares to have staff that really put the customers happiness as a priority. Stephanie is honestly a glowing star in hotel management and I hope corporate sees this review and gives her a promotion, she is exactly what hard rock hotels and Hotel Management is supposed to embody and her team are also very well trained! Thanks again for such a wonderful experience Hard Rock Hotel Penang!

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