Hyatt Regency Schaumburg, IL – Best Customer Service Ever!

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I have experienced some pretty good customer service in my life. Some came with the cost of whatever I was doing, so you would kind of expect it, and some was pure luck. Once, what I believe was a case of mistaken identity* got me the penthouse overlooking Tumon Bay in Guam, and that had some ‘perks’. That said, I think every previous customer service experience was bested by the staff at the Hyatt Regency Schaumburg this past weekend.

For Irish Dance readers, you don’t need much explanation, but since I expect others to see this, a little back story.

My daughter (TGC – the girl child) is a competitive Irish dancer.

We booked this hotel so we could go to Oireachtas (pronounced o-rock-tas), a regional championship for Irish Dance. The Mid America Oireachtas is always Thanksgiving weekend. There are several others in November and December. An Oireachtas will have several thousand dancers with all the parents, siblings, etc.. that come along with it.

You may have gathered already that I blog as What The Feis (pronounced fesh). A feis is a smaller more local competition. I am also whatthefeis on Facebook, and several other social media outlets. The What The Feis Facebook page as over 5000 followers. The hotel staff DID NOT know this beforehand.

I originally documented this on my Facebook page, but the hotel posts are mixed in with a lot of Oireachtas posts, foodie posts, things about my dancer, and my typical snarky ramblings, so I gathered all of them here, for easier, albeit a bit lengthy, reading. All the indented, italicized items are the posts from the page.

For my Facebook friends, you know TGC is dealing with a medical issue that may end her competitive career, we are still checking into all that since that news is recent. I only mention that because we went into this weekend thinking this could very well be her last competition. It really made the staffs efforts even more special, to me anyway.

I kept the hotel a secret until the writing of this post. I didn’t want any dance drama when other parents found what they were missing out on, and could very well be in the same hotel as me.

So, here is what happened… sorry again for the length, but in this day and age, this kind of caring is hard to find, especially when it comes from people who do something nice because they want to, not because they have to.

NOTE: You can click on any smaller pic to scroll through all of them in a bigger view.

How it all began…

My introductory post about an email I received from the hotel.

Getting ready to travel for this Oireachtas, I just have to share an email I received from the hotel where we will be staying. I will finish this story (and share the hotel) at the end of the weekend, but I wanted to set the stage now.

A snippet from an email from the hotel: “I am looking forward to your arrival on Wednesday, and wanted to reach out beforehand to see if you had any requests prior to your arrival. We would like to make your stay with us as enjoyable as possible! Please feel free to respond back to me directly….”

My response:

“Thanks for the note!

Actually we always request non-feather pillows. A roll away would be appreciated (please confirm this one). Lastly, we are there for the Irish Dance Regional Championships, so an upper floor at the end of the hall where my dancer can get some rest would be great if at all possible.

My wife asked for champagne on arrival, and my daughter would like a pet goldfish, mints on the pillow every night and for the towels to be folded into animal shapes, but if you could handle the items in the sentence above, that should suffice. 🙂

Thanks so much for the note. Looking forward to the stay!”

PLEASE NOTE: Mrs WTF and TGC do not expect those things, but they asked, so I included them in the email. Also noteworthy, this is one of the hotels in the block, not the Ritz.
Yes, that is my actual email. I received a response today saying he is working on it.

I will let you know how it went when the weekend is done. 🙂

The Arrival

Just got to the hotel, into our room and found this. If you have been following my posts, you get it. An exceptional welcome after a very long drive and OUTSTANDING CUSTOMER SERVICE!

I failed to mention in my posts that the rep sent me an email in the interim. He had noticed we had a room with two doubles where a rollaway would not fit. He asked if we would like king with a rollaway instead. I jumped at the chance. That is what we usually get, but it was not available we we made the reservation.

Also, not only did he get us a quiet room, it was top floor, end of the hall. Irish Dance Hotel Nirvana.

And then this happened…

OMG!

I was going to comment on the no champagne, joking of course, but anyway…

I took the luggage cart down to the lobby as TGC and Mrs WTF freshened up. As I was getting on the elevator, hotel staff walked by with a tray with a bottle of champagne. I thought, nah, couldn’t be..

I no sooner got to the lobby then Mrs WTF texted me a pic. TGC also texted me ‘come back upstairs, trust me.’

I went back to the room to find this.

Not sure what I did in life, but I am glad I did…

Clues

Trying to show our gratitude.

OK, I got the scoop…

I went to the front desk to find who delivered the tray since the Mrs had no cash, and I wanted to make sure the person got a tip.

The nice lady at the desk said it was all from the front desk staff, they had all seen my email, it made them laugh, and they wanted to make it happen, and that tipping wasn’t necessary.

For once, I am without words, but I have a heart full of gratitude. 🙂

And then a little later that evening:

I know it sounds braggy, and I am sorry, but this story just keeps getting better.

Got back from dinner, and realized we were going to save the bottle for tomorrow, so I went to find more ice.

I got to the elevators, and saw an older gentleman mopping the floor. I stopped to ask about ice, he saw the ice bucket and bottle, and said, ‘oh, you are here’ with a smile on his face.

I must have looked confused, because he followed up with the fact that he was the one who brought the rollaway to the room.

I got his name, thanked him repeatedly, and found the ice.

Don’t worry, I already have a plan in place to thank these wonderful people, in addition to reviews I mean, but I also realize I need to do a little more research to make sure I am thanking all of them appropriately.

So far I have 4 names, but I think it goes deeper 🙂

I thought it was over, and went back to my normal snarky posting…

And this morning, I found the towels shaped into animals. The bath mat is a snake.

OK, so maybe that was a stretch, but they literally did everything else in my email.

#customerserviceheroes

But it wasn’t over, so I brought the snark down a few notches…

THE HOTEL… I really thought it could not get any better…

Since we were up early to get TGC tanned, and then got brunch, the room had not been cleaned by the time we got back. Contrary to what you might think, we are really not high maintenance, so we put up the do not disturb sign so TGC could rest. She is still trying to beat that respiratory infection.

I put my head down too, and was startled awake by the phone. It was housekeeping. She asked if we needed service, and I told her we were fine, but thanks for checking on us, and then she said, ‘can I bring by the animals?’

I kind of laughed, and asked if she was serious, she said yes. Of course I said yes, and two minutes later she was at the door with what is in the pic.

I thanked her repeatedly. She smiled as she left and said, maybe there will be more animals tomorrow.

I really don’t know if I will ever be able to stay with a different chain in the future.

#customerservicerockstars

Another Clue

Another question answered…

For those of you that were wondering, and I was wondering, I am fairly sure that this WTF gig had nothing to do with my welcome at the hotel.

As I sat polishing tonight, another family I know IRL checked in and we chatted. They got the same email, and the only connection we can see is that we are both members of the hotel rewards program.

Oh, and the other family did not reply to the email 🙁

I thought it was over (again)…

HOTEL UPDATE… Well, returning to the hotel after 15 hours at the venue, I am both sad to report, and yet a little relieved, that the surprises appear to have come to an end. They literally got everything on my list, plus a few extra things, so I don’t know what I was expecting, but I wasn’t expecting everything that happened either.

Tomorrow I will hopefully meet the Mastermind. I will let you know how that goes. I have a little something for him and his co-conspirators.

Stay tuned…

The ‘extra things’ I mentioned are in the pic but were not in our email (the snarky part of the email). They included chocolate covered strawberries, 3 cookies the size of softballs, and two ice cold glasses of milk.

The Final Chapter, and oh, what a finish…

The Hotel, Final Chapter? Hell, I don’t know…

So earlier today, I met the people who lead the challenge sent in the email, although I still stand by the fact it was sarcasm.

Anyway, I had bought a card and some gift cards for some drinks and appetizers for hopefully all the people involved, and gave it to the guys, with my sincerest thanks, and a little lump in my throat considering what a rollercoaster the last few days have been. Their thoughtfulness has made this Oireachtas memorable for so many reasons more than Irish Dance.

I also told them about you guys, how I have documented every new chapter in this story, how so many people have commented on the story, how you want to know what hotel it is, and why I am stalling sharing the hotel, etc… and I gave them my business card, and told them where they could see the posts. I said thanks again, and I thought that was that.

Well, went to the venue for ceilis and trad sets, saw our dancers do great, including a first in one of the trad comps, sat through just enough awards to see how our ceilis did, and then went to dinner. On the way back into the hotel, TGC wanted dessert and I wanted a beer, so we went to the bar to take some stuff to the room.

As we left the bar, I saw John, the initial emailer whom I had met earlier, and he asked me why I was carrying a beer, and if I had been to the room yet. I said no, and he said ‘you might want to go on up. I read the posts and realized we took care of everyone elses request, and I saw a post that that gave me an idea.’ or something like that. I was kind of in the ‘oh no he didn’t’ mindset. I smiled, shook his hand, told him again what a great job his team had done, and headed for the elevator.

As I was going to the elevators, I got a text from Mrs. WTF that said, ‘seriously, come up here.’ I hadn’t even made it to the room when she called my cell. I didn’t answer, I was 12 feet from the room.

I walked in and found what is in the pics, including the note, also in the pics.

Second time this weekend I was without words. I really cannot think of ANY time in my life when people who do not even know me put this much effort in on my behalf. I rewrote this paragraph a few times, because the words have not been quite right. They still aren’t, but I think you get the picture.

So, hotel to be named Monday, Thank You again. You have done more for the reputation of your company then any effort I have seen by any other person/group/company. I look forward to the next opportunity to stay with your chain, especially if it is anywhere near Schaumburg, because I know where I will be staying.

Oh, and I made the card out to John and the Co-conspirators, and they had no idea I had a FB page with 5K followers. John was doing his job, I was being me, and it just grew from there.

And there you have it

Not really sure how to end this, except for saying I hope every one of you get a chance to experience this kind of service one day. It meant so much to my family, and Hyatt will be our first choice for all our future hotel choices.

* Mistaken Identity Footnote: I think the hotel thought I was the Commander of 7th Fleet (a Vice Admiral), instead of a Commander who worked with 7th Fleet, but that is speculation.

Attending Your First Feis

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A contribution by my friend Mellie Wilkes who thought some of you would find it useful. Thanks Mellie!

So, an amazingly talented friend or family member has invited YOU to a feis?

Wonderful!

The following are some suggestions and tips, to help in your first feis experience.

Packing List:

  • Water bottle
  • Snack bar
  • Peppermints
  • Chocolate bar
  • Highlighter
  • Ink pen
  • Hand sanitizer
  • Cash in small bills
  • Plenty of time
  • Sense of humor

Bonus points for packing the following:

EDITORS NOTE: I didn’t tell her to put that in here, but I do think its brilliant 😉

Try to arrive 30-45 minutes beforehand. Parking at any event can be a challenge. A feis is no exception. The competitions can happen very quickly. It would be a shame, to arrive at a feis and the dancer you came to see has finished for the day. So, arrive EARLY!

When you walk into the feis, and the surrounding area, try NOT to stare at people. It is rude, in general, and especially frowned upon at a feis. Yes, they are wearing wigs. So, yes, that would make it their real hair. They bought it. They probably still have the receipt. No, the dress has not been bedazzled. It has been designed to be more eye catching on stage. And, this is NOT Riverdance. That is a traveling Irish dance show, which has been around for 20 years. This is a feis. So, smile. You are obviously favored enough to have been invited. Behave yourself.

No snapping random pictures of people to post online, either. If you would not do it at a restaurant, church, or mall, then do not do it at a feis. Feis moms have high level radars. Photographing their dancers will set them off. You DO NOT want to set off a feis mom radar. Photography is also forbidden of dancers on stage, unless they are in the beginner levels.

So, eyes up. Cameras and phones down.

Pick up a schedule at the registration desk. You will want it while sitting in the audience. The competition numbers are posted, and rotated, at the side of the stage. Highlighters are the usual method of tracking the current competition on the stage. You can also draw a line through the number with a pen. Be sure to clap at the end of each competition. Those dancers have just done their best. Appreciate their work. You never know if one of their family members is seated right next to you. Also, NEVER say ugly, critical, or unflattering things about ANYONE at a feis. You are in tight quarters. Most everyone’s ears work. You will be overheard. Remember that behave yourself suggestion? This applies here, too.

If you can’t say something nice, don’t say anything at all. Smile and nod. Clap and laugh.

Sometimes all at once.

When watching the amazingly talented dancer who invited you on stage, pay attention. Watch their feet. The real work happens with a dancer’s feet. In Irish, the toes are to be pointed out. They are to be dancing high up on their toes. They are also to keep their arms down by their sides. If they have high kicks, lovely spins, or energetic jumps, remember those bits. Complement the dancer specifically on them. They have likely spent hours in working on that aspect of their performance. Show them you care and paid attention to them. After all, they invited you to the feis.

You are quite favored, you know. Not everyone is invited, after all.

Between dances, they may be searching for the bonus point packing items. You will be most appreciated if you can produce those items rapidly, in a moment of need. The dancer will certainly be impressed. If you did not pack them, no worries. Just try to be helpful and supportive while they search for them, between dances. Then, be sure to pay attention to their other dances. The hard shoe portion can be especially exciting. Sometimes for more reasons than just the dancing. If there are sound system errors, they usually show up in these rounds. Heels, tips, and entire shoes have been known to go flying.

So, pay attention. You never know what may happen at a feis.

If asked, accompany them to the results area. This will be an area frequented by dancers and non dancers alike. Usually, it is a lot of paper posted on a wall. Or two. It is very important paper, so don’t laugh! Be excited about any placement they receive. Be sympathetic if they do not place. Remember the chocolate bar and peppermints I told you to pack? Now is the time to offer those to the dancer.

Oh, you thought they were for you? No. You get the water bottle and snack bar. They just danced. They get the chocolate.

Walk around the feis. Check out any baking or Celtic art competitions on display. Be sure to visit the vendors. Don’t try on a wig, unless you plan to buy one. Many of the items are difficult to find, or are only available at the feis. A feis t shirt is a great souviner. It is also an excellent gift, if you would like to buy something for the dancer who invited you.

Enjoy yourself. Stay awhile. Meet their feis friends. Watch other competitions and award ceremonies. The feis is an experience. One to which you are fortuate to have been invited.

And be sure to tell the amazingly talented person who invited you “Thank you!”

Who knows? You may even receive an invitation to the Oireachtas.

Milwaukee Eats

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We had an eclectic little restaurant recommended to us because of the filets, and were told they had some gluten free options. Did a quick Google search and found the Via website. Looked good, so we checked it out and were not disappointed.

Via offers plenty of gluten free pizza and pasta options, and the gluten free crust (according to the boy child) was pretty good, which is hard to do. All of us had pizza and it was the best Pizza Diavola I have had in the U.S. I had the opportunity to visit Italy a few times for the Navy and really enjoyed their pizza. These pizzas were more Italian style, made in a brick oven, and were pretty darn good right over here in ‘Merica,

The meal was a bit pricey, but we each had our own pizza, beers for dad, wine for mom, and drinks for the kids. I understand the filets are pretty good too 😉

WTF gives Via on Downer 2 thumbs up!

North Coast Feis Eats

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When we attended the North Coast Feis we stayed in downtown Cleveland which provided us a nice variety of eats. As I have in past posts on this blog, I wanted to point some of the restaurants out so the next time you feis in the area, you have an idea where you might want to try with a little info to back it up. Anyway, here goes for Cleveland…

Grumpys – We hit Grumpys for breakfast as it was between the hotel and the IX Center and was recommended by the hotel staff. This is one of those local places we were lucky enough to find. Great menu, huge portions of a lot of standard and not so standard breakfast fare, and VERY reasonable. This place will be our Cleveland breakfast place and I highly recommend it!

Flannerys – An Irish pub downtown. Good food, great beer selection, but get there early if there is a game in town. Recommended, but know in advance it is a bit pricey.

Winking Lizard – A definite recommendation if you are a beer fan, a huge selection, a lot of which I had not heard of. Food was excellent and prices were very reasonable. Three of us ate (and drank) REALLY well for half of what we paid at Flannerys. Great Bar food selection and family friendly. Keep in mind the ‘game in town’ rule. We will go back again.

If you found places you like in Cleveland, please add your comments and less share the ‘food love’.

Muskegon Feis Eats

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If you head up to the Muskegon Feis I have to recommend an eclectic breakfast place we stumbled across called Toast N Jams. Retro styling in side, nice menu, great food and reasonably priced. One of those local gems you really oughta try.

Feis At The Falls – The Tourism Review

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We got to Niagara Falls on Friday night and stayed through Monday morning, so I figured I would add this bonus ‘tourism review.’

Niagara Falls American SideWhat can I say, if you go to this feis, you are literally a short walk away from an impressive natural attraction. We saw the falls every day during our walks and drove down one night to see the falls lit up. If you have never been, its one of those ‘you gotta see it’ places.

Niagara Falls Canadian SideWe stayed on the Canadian side, which actually has more attractions than the American side. You can visit places like Hard Rock (actually on both sides), Planet Hollywood, Margaritaville (which has Alexander Keith’s on tap, a fabulous beer I first had in Halifax where it is brewed), Ripleys Believe It Or Not, and lots of wax museums. If you have ever been to Myrtle Beach, or Gatlinburg, it’s kinda like that, with a Canadian accent. I would consider it a ‘family tourist area’ but tattoo parlors and head shops were evident on the main street. We stayed up on Lundy’s Lane, a few miles from the main area and there were some more mature shops in plain view, if you know what I mean.

Falls ManorProbably one of the most ethnically diverse areas we have visited, there were lots of food choices, 75% of which appeared to be pizza places. We didn’t have a bad meal, and there was lots of good beer. We had a great breakfast up on Lundy’s Lane at Falls Manor Dining Lounge, who claimed to have the best breakfast in town. Considering the crowd and number of locals, and the food, I would have to agree. We also found a great local bar called Chip N Charlies up on Lundy’s Lane that had great wings, pizza, fish and chips and burgers, and was CONSIDERABLY less expensive than all the other meals we had while in the area (including breakfast at Falls Manor and we had beer with our meal at CnC). Worth the drive up the lane.

Our hotel was less expensive but older and would not suit all tastes. There were lots of other options though.

Parking was everywhere, but was between $5 and $15 a day. The good thing is that once parked, you can walk everywhere.

All in all, if you go to the feis and have not been to this area before, I would recommend staying another day or two to have a little fun in there. If you can, get a hotel with a kitchenette to save on eating-out costs because the whole area is pricey, but as the kids say, YOLO.