I have to say... I was impressed with the front desk staff and their customer service. I was in the area for business and decided to fly in my wife and kids to have a mini Disney vacation, since it
was spring break for my kids. Not the easiest thing to plan last minute, especially for a Disney trip. Couldn't get a hotel at the resorts without spending an arm and a leg, so I opted to go with a nearby IHG hotel.
First, I used my points to save money, and booked late since it was kinda last minute. Now everyone knows, when you use points, it's typically only for a standard room and not likely to get an upgrade (at least I've never gotten one using my points). But I always request an upgrade with my family since it's four of us and space can get really tight in the room when traveling with 3 women (LOL).
Even though I used my points, they accommodated me to a 2 BR/ 2BTH suite. You would never get upgrade like this when using points, especially on Spring break in a fully occupied hotel, in one of the biggest attraction areas in California. I would have been happy with a simple 1 bedroom upgrade, so I was very grateful for the 2BR upgrade. Especially, when you are vacationing with 3 women...The extra bathroom makes a world of difference.
Then I made the mistake of booking one day short of our actual departure date. Since I was using points, on the last day, we called the online reservations and were told we essentially had to check out and check back in. This would cause us to lose our room and move into a standard room. Although, I fully understand the mistake was mine, I explained the situation to Jimmy (GM of the Hotel). Again, they showed what customer service is all about. Jimmy and Pam coordinated it so we would not have to check out or move to a smaller room.
We are a big Disney Family. We usually go once (sometimes twice) a year, and have been to many of their resorts across the globe, as well as cruise lines. We usually always stay on property, at Disney resorts, because of their ability to accommodate the patrons every needs and their superior customer service, and they always do it with a smile... no matter what. You just don't get that type of service at other hotels.
I have to admit that this was the FIRST time I have ever stayed at a non-Disney hotel, yet experienced, the Disney difference in Customer Service. Jimmy and Pam should be commended for their work ethic. All other Hotels in the IHG chain can learn a thing or two from their professionalism and interaction with customers. Next time we go to Disneyland, I will definitely be staying at this hotel, rather than the Disney resorts. I hope my next experience will be just as good as this one. Because, at the end of the day, although there are many factors that go into reviewing a hotel, nothing is more important than the customer service you receive from your hospitality professionals.
Big Thumbs up to the Staybridge-Anaheim crew. [Less]