I have visited this property just about every time I fly to Beirut. This time was unlike any other time. Previously I was a Platinum member and just before my trip I was elevated to Spire Elite.
Everytime in the past I have visited this property, I was offered and granted a free upgrade to a suite without even asking for it, and I thought that was an exceptional service. However, this time around, I was met with a front dest staff who not only didn’t recognized my Spire Elite status, which I was proud of, he didn’t even offer me any upgrade. As a matter of fact, and I found this later by the cleaning crew, the check-in staff had put me in the smallest room in the hotel.
Not till the next day when I was walking near the front desk, when a staff member “Yasmine” saw me and recognized me from previous stay. She “Yasmine” greeted me with a smile and a big welcome. She cared enough to ask me if my stay is up to my satisfaction thus far, to which I replied and said “okay”, she instantly stopped what she was doing and walked towards me and said “what can I do to make your stay upto your satisfaction “. I told here of my room situation and that I’m not happy with the room. I intentionally didn’t tell her about my not so good experience with the check-in staff from the day before. She immediately jumped into action and advised me that a suite is available for me right now and I’m welcomed to switch at my convenience.
You really wouldn’t believe how honored and happy I was as a club member with IHG at that moment. This staff member “ Yasmine “ recognized my face from a year ago and went above and beyond to make me completely satisfied. That was an exceptional experience and I appreciate IHG for having employees of her caliber.
Job well done Yasmine. [Less]