Hi John [Nicholson],

I wanted to drop you a note to inform you about my experience at your hotel this weekend. I do not normally take the time to fill out customer comment cards or write to the manager. However, I felt you should know when someone has done an exemplary job. Let me start off by saying that most of the hotel staff I came in contact with was friendly and professional. I wish I had taken note of the names of the people, but I did not. I typically vacation four times a year and it seems like it has been a long time since I have received good service from a hotel employee. I guess I have conditioned myself not to expect much which is why I am writing you today.

My friends and I visit Vancouver once a year to shop and enjoy the local sights. We usually stay at another hotel by BC Place, but they were booked this weekend. After an exhaustive Internet search for a different hotel, I walked upon Pacific Palisades Hotel. When I called for information, I spoke to a new employee who was very knowledgeable. The supervisor assisted in providing additional information. I was impressed with their positive attitudes and willingness to ensure my satisfaction. You may be pleased to know, amongst all the competition in the area, they acted like stakeholders who wanted my business which is why I called back for a reservation.

When I checked in on Friday, the valet area was fairly busy, but I was able to park my car in sight of the doorway. Jason [Bisset] at the front desk was speaking on the phone making dinner reservations for another guest and he mentioned to me numerous times that he would be right with me. I thought he was very knowledgeable the way he explained everything and helped me upgrade my room. So, kudos to him!

This weekend, you were hosting an event to raise money for cats and dogs. I am a dog owner myself and usually do not travel with my pet. That evening, there was a black, one-eyed cocker spaniel named Allie in the lobby who was supervising the comings and goings of the hotel. It reminded me of being home with my puppy, so my friends and I spent some time entertaining the dog. Many of the patrons smiled at her as they passed through the lobby.

Unfortunately, the stay was not entirely perfect. On Saturday evening, we had dinner reservations at the Season Hilltop Bistro. We called the valet desk fifteen minutes before it was time to leave and our vehicle was not ready in time to make our reservation. We had to ask the valet attendant three times for the status, which in my opinion is unacceptable. To avoid loosing the reservation, I asked the front desk person Troy [Stewart], if he could phone the restaurant and let them know we were running late. Under my breath, I commented on the valet situation. Moments later, our vehicle materialized and we dashed to the restaurant. After we settled into the meal, the waiter brought us an appetizer and said the hotel purchased it due to the valet snafu. That was extremely thoughtful and I was again, impressed.

Most importantly, there was one individual who stood out from the rest. The owner of the aforementioned dog is Ken [Armich]. We kept bumping into him in all areas of the hotel at different times of the night. It seemed like he was everywhere. He first found us wandering around the garage trying to find our room and he (without asking) helped us with our bags to our room. I later encountered him in the lobby when I was looking for the ice machine (which he directed me to). He even called a cab and helped us find a night club to our liking (which turned out to be a great place).

The pride of ownership and professionalism your employees exude left a good impression with me and I will make every effort to stay at the Pacific Palisades Hotel next time we vacation in Vancouver. Please commend everyone on their tremendous efforts to make my stay enjoyable.

Tom Payne
Seattle, Washington