Our recent stay at the Promenade Ocean Front Hotel was, to put it mildly, less than satisfactory due to several management and organizational shortcomings. However, it was the outstanding service provided by an employee named Terelle that brought light to an otherwise dim experience. Upon our early arrival, we were briskly told by a manager to return at the standard check-in time. This would have been a minor inconvenience had it not been for the chaos we encountered at 4 PM. The front desk was swamped, burdened by a dauntingly long line and connectivity issues with their systems, making the check-in process painfully slow and testing the patience of many guests. In the midst of this turmoil stood Terelle, a beacon of professionalism and efficiency. Despite the malfunctioning equipment and growing frustration among guests, he managed to check in guests with a calmness and courtesy that was truly remarkable. His communication was clear, and his sincere thanks for our patience did not go unnoticed, easing the tension and making the wait bearable. The challenges did not end at the front desk. Discovering our rooms were inadequately prepared, especially considering our specific needs traveling with an elderly family member, could have been the last straw. Yet again, Terelle stepped in, ensuring we were relocated to suitable accommodations, demonstrating an exceptional level of care and attention to detail. It's rare to encounter someone who maintains such high standards of customer service under pressure. Terelle not only alleviated a potentially distressing situation but also significantly improved our overall impression of the hotel. While our visit was initially disappointing due to the evident poor management and organizational issues, Terelle's unparalleled dedication to guest satisfaction shone through. It's because of his effort that we would consider giving the Promenade Ocean Front Hotel another chance in the future. We hope Terelle's exemplary service is recognized and rewarded as it truly made a difference in our stay.
Outstanding
18 Reviews