We shared stories here and there, joked around, and connected in a way we've never connected with any other hotel staff. We found ourselves checking in with Alejandra every day just to say hi and make sure she was doing ok, too. Usually my wife guesses all my surprises well before I can spring them, but this one took her completely by surprise and was especially heartwarming for all of us. We made a plan to have it done while we were away for the day and charge it to the room, and when we returned, not only was there an extravagant balloon arrangement, there was chilled champagne (the best champagne I've ever had and I'm not a big fan of it), chocolate covered strawberries, and the most adorable towel arrangement of 2 swans kissing and forming the shape of a heart! Later, I found out that it couldn't be charged to the room, and Alejandra went above and beyond to make that happen without us paying up front. Alejandra gave me two options involving balloons. On my wife's birthday, I asked on a whim, whether the hotel did anything for birthdays. Alejandra's efforts made all the difference, and the next few days were wonderful! At that point, our vacation could have gone in either a negative or positive direction. Although their reservations were tight, Alejandra was able to manage getting us a new room and upgraded us a little due to the repeated AC issues and no one showing up. The next morning we informed Alejandra, and we found out there was trouble with our tower's system and many units were not functioning properly. We ended up sleeping on top of the covers, sweating, all night. 3.5 hours later, it was not, and we called down and asked for someone to come up, but no one ever showed. The desk staff said there had been an issue with the chiller but was fixed and should be cool in 2 hours. We called mid-evening to the front desk, as Alejandra had already left. Alejandra reported it, informed the pool concierge so another staff was aware and could coordinate if she was pulled elsewhere, and both of them followed up with us when it was fixed.Ģ days after, the AC quit for good. Part of it was our lack of understanding how the AC shuts off when the patio doors are not closed right, but it also would not come back on when we figured that out. We had an AC issue the first morning (2nd day). She was also very reliable, even more so than we realized. She was calm, conversational, patient, informative, and personable. Alejandra, however, was welcoming and pleasant, the gleam in her eye as she smiled while masked, was just as inviting as her words. When we first arrived, we were tired from a long flight, sweaty and sticky from the brutal humidity during the rainy season, and we were still in our travel attire, which was definitely not suitable for the weather. as close as I could tell, sincerely made our stay remarkable. Several staff at this resort - one in particular - helped me understand why.
I've often wondered why the hotel industry in the US is often referred to as the Hospitality industry.
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