10 stars if I could…read more
We're here for a few more days, but I simply couldn't wait to share this even though we're still soaking up our amazing trip! Seriously, this message absolutely needs to get to the higher-ups because the stellar care and truly outstanding service we've encountered here are just on another level.
Okay, so I just HAVE to share about our absolutely incredible experience at Canopy by Hilton! You know how sometimes you book a hotel and it's just... fine? Well, this place is anything but! It seriously deserves all the stars, and then some.
Before I even officially booked, I had a couple of questions buzzing around in my head. I called up and ended up chatting with Ernest, who was an absolute gem. He completely put my mind at ease, assuring me that whatever we might need, he'd make it happen. After that initial call, I just had a really good feeling about this place. Then, after we booked, I needed to confirmed couple more things. Lo and behold, I had the pleasure of speaking with Ernest again! His genuine helpfulness and super friendly demeanor solidified it for me - I knew I've picked the perfect spot.
Fast forward to our arrival: we'd just finished a marathon 15-hour drive all the way from Illinois with three teenagers and grandma in tow. As you can imagine, we were all pretty wiped out! The kids, bless their hearts, were practically vibrating with excitement, ready to dive straight into Times Square, the 9/11 Memorial, and literally everything else NYC has to offer. But, of course, it was way too early to check in, and we were drowning in luggage.
As soon as we walked through the doors, Brandon and Ernest greeted us with such genuine warmth and big, welcoming smiles - it felt like coming home after a really long journey. I sheepishly asked if there was any chance we could just drop off our bags while we headed out to explore. And get this: Ernest, worked his magic on the computer, and then with excitement said, "Good news! Your room will be ready for you in 10 minutes." I was completely floored!
But it didn't stop there. They didn't just give us a room; they actually took the time to walk us through our entire NYC itinerary, offering brilliant suggestions and tips to make sure we weren't just wandering around aimlessly. It was such a thoughtful touch that will really help us maximize our time.
After our first whirlwind day of exploring the city, we got back to the hotel. A little while later, the front desk called to say there was a delivery for me. Curious, I went downstairs and was handed.. a beautiful fruit platter, sparkling water, a sweet, handwritten note, AND a custom-typed itinerary from Ernest, based on our earlier chat! I mean, seriously, who does that?! It was just the loveliest, most unexpected surprise.
Honestly, in all my years as a "house mom" navigating countless trips and customer service interactions, this experience has been one of the absolute best. Ernest, Brandon, and the whole team at Canopy by Hilton have gone so incredibly above and beyond. Ernest, in particular, have been like our personal family concierge, anticipating our needs and making our stay feel so seamless and special.
This hotel is a 4.9 star but it's definitely a ten-star experience, and it's all thanks to the incredible people like Ernest and Brandon who work here.
Great hire manager!! Thanks to the phenomenal individuals who bring such heart and dedication to their work. You've clearly got a dream team! These gentlemen truly deserve all the recognition, accolades, and perhaps even a nice bonus for making our family vacation unforgettable!