Chris Cocker from the Hotel Grand Pacific was selected as our winner for April and his nomination came from a gentleman who was on a cruise from San Diego. GM Reid James forwarded the story to us:
We have stayed at the Hotel Grand Pacific before and loved it. We booked a room here again through Travelocity. While on a cruise from San Diego to Vancouver we experienced a storm delaying our arrival by 10 hours, so we called Travelocity from sea the day before to cancel our reservation. Travelocity said “too bad….no refund”. So, we paid for a room we never saw. But!…we dropped by the hotel the next day, hoping to leave our bags while waiting for the Coho Ferry to Port Angeles. We knew the Hotel Grand Pacific was not responsible but we thought we might ask for advice on how to deal with Travelocity. Chris Cocker at the front desk was very helpful and said he would talk to his supervisor Stephen. We told them that this was our problem and not the hotel’s but they insisted on helping. The result: a refund from Travelocity! What wonderful service!!! This will be a story of exceptional service that we will tell over and over again.