We stayed at Peppertree Inn in Spokane, WA, on December 21st, and again on December 26th, 2017 due to travels over the holidays. After making our reservations and running into trouble with confirmatio... more
We stayed at Peppertree Inn in Spokane, WA, on December 21st, and again on December 26th, 2017 due to travels over the holidays. After making our reservations and running into trouble with confirmations, I spoke with Marissa over the phone to confirm our reservation. Instead of pushing us off like the other staff at this hotel, she graciously spent 20 minutes guiding us to the best decisions for our reservations. Due to our late flight into Spokane during peak holiday season, she could have left us with a guaranteed reservation which would have cost us dearly given potential travel weather delays. Instead, she took the high road and told us to consider a walk-in reservation to avoid unnecessary fees which is incredibly refreshing and professional!! Additionally, when realizing we did not have the 2nd night stay reserved despite two prior phone calls to confirm the two reservations and email confirmation requests, she personally accepted responsibility for it and emailed the confirmation to me immediately. I did not have to call back to request it again. I felt confident in her abilities and skills. When we landed in Spokane, the shuttle picked us up; we had a room as promised by Marissa. This was definitely a relief at 1:30 a.m.!
To top it off, the next morning, even though we missed the 9:00 a.m., breakfast deadline due to sleeping in from the flight, the manager Jamie made certain we were still able to eat. When she realized what we needed, and despite our apologies for sleeping in and not remembering the breakfast deadline as told to us at check-in, she and her breakfast staff brought us eggs, sausage, toasted bagels, cream cheese, and juice. This is, by far, the most amazing and exceptional customer service we have received in a long time by hotel staff! Jamie and Marissa, thank you for your exemplary example of hotel customer service. Merry Christmas and Happy New Year!! less