Phenomenal staff--fine airport hotel choice
While this is another good branch of the Hampton Inn chain, it stands above the rest for the quality of service. I'm reporting on behalf of my 18-year-old daughter, who was travelling alone for the first time and had a very harrowing evening on a certain "Charlotte hub" airline. Due to a plane whose hydraulics failed in flight, she was stranded in Charlotte for the night.
I called the hotel immediately to explain the situation. I needed to make sure that they would accommodate an under-age traveller, but I also wanted to clue them in that she needed some TLC. The original person who answered the phone put me on with a more experienced staff member who was incredibly kind. She said that they don't normally allow underage guests, but that she could make an exception with proper ID authorizations, etc. She told me exactly what to tell my (very distraught) daughter so that she could get to the hotel.
My daughter, as directed, called the hotel shuttle from the airport and was met by the driver, Darlene. Darlene made her feel very comfortable and welcome, and told her that if there was anything she could do, she would be happy to help. She walked my daughter in, and the manager, Mr. Jeffrey, was equally sweet and supportive. They knew she was hungry and gave her lists of local restaurants; they offered to take her for food if no one would deliver. They told her to call from her room to let them know she was ok. In the morning, the staff made sure she made it back to the airport to get onto her next flight.
This child has stayed at many hotels, from motels to five-stars like the Halekulani, the Four Seasons and the Dorchester. She's sailed on Crystal Cruises. She said she has never been treated with such kindness. I have to say that, when she called me that night to tell me she was okay, I cried. It made such a difference to know that people were looking out for her--after what was truly a frightening flight experience, she was able to sleep well that night, and so was I.
The hotel is, as she reported, clean, comfortable, a good airport hotel--but the service was above and beyond.