“The Hilton Luxor Resort and Spa has not allowed tough market conditions to impact service delivery at all” this is what our guest Mr. Vi Lam mentioned in his feedback to General Manager. Read the entire message hereunder From: Vi Lam [mailto:vi.lam@tvlam] Sent: Friday, December 06, 2013 9:03 PM To: Christoph Schleissing Subject: Feedback | Stay 30-Nov to 02-Dec Importance: High Dear Mr Schleissing, My recent stay at the Hilton Luxor Resort and Spa, and the world class service I experienced, compelled me to write to you directly and congratulate you on a superb operation and a fantastic team. From check-in to entering the departure lounge at the airport, I was totally taken care of. Rami on the Front Desk made check-in efficient and positive, and provided a fantastic second impression of the hotel. The first impression, which was confidence of high standards, was created by the beautiful lobby and views through to restaurant and pool area. Given my stay at the hotel was a last minute decision and I had a tour guide waiting to whisk me off to see Luxor, Rami quickly checked me in, locked my valuables in a safety deposit box and arranged for my bags to go to my room so I could start enjoying my day. Later, on my return to the hotel Veronica in Guest Relations spotted me as I walked through the lobby and introduced herself, offering to help with anything I might need. As I hadn’t been to my room yet she kindly showed me through, providing some history to the resort and offering to help with restaurant or other bookings I might need. Veronica was also helpful in organising a flexible breakfast for a very early start I had the next morning. On the evening before I was due to checkout, Mohamed on the Concierge desk introduced himself to me as I walked through the lobby. Confirming my checkout intentions and onward flight details, he very kindly arranged a late checkout, a transfer to the airport, and an escort through check-in procedures at the airport. Friendly, helpful and proactive, Mohamed really was a star performer. On my last day he personally escorted me to the airport and we had such a nice conversation on the way that I really felt I had a personal connection with the resort . Mohamed, the security guard at the front gate was another person that really made me feel at home. Not only was it comforting to know that he was there making sure we were safe, the fact he did his job with such a quietly confident and friendly manner made it clear there was absolutely nothing to worry about at all. And he always had such a bright, lovely smile when waving me in or out. These are the four individual staff who made the biggest impression on me, but I have to say that every single staff member I came into contact with, whether on the restaurant, cleaning or even maintenance staff, was friendly and welcoming. Having travelled extensively for business and leisure, I have stayed at many hotels around the world. The Hilton Luxor Resort and Spa, in addition to have beautiful premises, fixtures and furnishings, would have to be right at the top in terms of hotels where all staff have been friendly and welcoming. I would put your property in the same league as the Landmark Mandarin Oriental in Hong Kong, my favourite hotel. Given the challenging market conditions for the tourism industry in Egypt, it would be understandable if financial pressures caused a small decline in services. Indeed, my stay at your property was last minute because I had originally been booked at one of your five-star competitors where I am a top tier status holder, however the gap between the expectations they set and what they delivered was huge. I am pleased to say there as far as I could see, the Hilton Luxor Resort and Spa has not allowed tough market conditions to impact service delivery at all. Mr Schleissing, apologies for the length of this email however I strongly believe that where credit is due, it be given. So please accept my congratulations on a wonderful product delivered by a wonderful team. I cannot wait until I can return and partake once again! Regards, Vi Lam Trường
Posted on: Mon, 09 Dec 2013 14:05:30 +0000