A few months ago I took a trip down
to Puerto Vallarta, Mexico for a small family vacation. We chose the Melia
Resort because of previous satisfactions we have had with them. We didn’t think
that the resort could get better but it did.
Once we landed and got to the
resort to check in, there was some miscommunication on what room we reserved.
Already frantic, my mom was starting to get impatient, however the concierge
was calm and relaxed. There had been a huge convention for a cheerleading competition
and every room had been booked. Again the concierge was under no visible
distress and kept reminding us everything would be okay as if they knew this
situation was coming. They could’ve given us a basic room on the far side of
the resort and we would’ve been fine, but that’s not how they do things at the
Melia. “Top marketers all share a common goal: putting the consumer at the
heart of marketing.” (Armstrong, Kotler)
Since we were a little distrust with
the regular concierge they sent us to the VIP section which was a whole different
room. The customer service was ridiculously professional and friendly. They didn't treat us like we were just getting an upgrade, they treated us like we belong in VIP.There they gave us a VIP room right ion the water, with a fantastic view.
To makes matters better, once we got up to the room there was a piece of a cake
that said “Welcome to the Melia”. They suited us as if they knew we were coming
and that we weren’t going to have our regular room. There was no fuss or disappointment,
only happiness and gratitude.
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