John M
September 28, 2024
The following is the e-mail I sent to Mr. Nick Squires, General Manager of the Kimpton Taconic following our group's visit last week. Mr. Nick Squire I just received your e-mail thanking me and my group for staying in your hotel. I feel compelled to thank you and your staff for making our stay so comfortable and pleasant. Our group consists of former US Air Force officers who travel to a new destination annually to renew acquaintances, experience new places, and to have fun. I normally don't respond to letters of appreciation, but your hotel and staff merit an exception. Even though all on the hotel staff were exceptional, I wanted you to know about specific members who stood out. I'm sure there were more, but the following are a few who went over and above to make our reunion one of the best we've ever experienced. First, was Ms. Lucrecia Johnson who went out of her way to find a wheelchair for one of our party. Lucrecia didn't have to search for the chair and dust it off for us, but she did. There were other "extras" I attribute to her but in general she anticipated our every need and took action to solve whatever problem we had. Next, I would like you to know that your desk staff is among the best we've encountered. Specifically, I would cite Andrew and Matt. (Sorry, I didn't get last names). When we were forced to alter our second day itinerary, Andrew helped us make decision on timing, routes, etc. Then, on our final evening, one of our group came down with heat exhaustion and we thought might not be able to travel. Matt looked up routes to the hospital in Bennington, printed a map, and helped in other ways as we were dealing with a possible trip to the hospital. Thankfully, we didn't need to make the trip, but we could have, thanks to Matt. Another one of your friendly and helpful staff is a housekeeper by the name of Mary. She saw to it that we had fresh linens even when we forgot to ask. She took the initiative to recognize when we were running low in all amenities and took care of us. Finally, one member of our group reported a wobbly toilet and a dripping faucet. She told me that your master engineer responded to the call and fixed the two items plus took care of a couple of other work orders he noticed in the room. All the above are a credit to your staff members and to management as well. I learned in the military that the best thing a manager can do is instill a sense of "taking the initiative" in his/her subordinates. We saw that attitude throughout your hotel. Thank you and them from all of your Air Force guests. John Moore P.S. My one regret is that I was not able to meet you personally. Perhaps another time.