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This past week I helped make arrangements for my Aunt and friend Ed to travel from NY to visit Scottsdale for my son's first birthday. The Marriott was my first choice due to the proximity to my house and as well as great experiences in the past for me on business travel as well with other visitors. Upon arrival, my Aunt and her friend settled in after check-in. Unfortunately as you know, her friend Ed fell ill and was rushed to the hospital. Ed had a stroke and is still in Mayo Hospital. A few nights ago, I went with my Aunt to check out of the hotel to stay with her friend, Julie O’Neil, was very helpful and nice enough to waive the charges for Ed and Catherine. It was refreshing to see how empowered Julie was to make the decision to waive the charges. We didn't even ask, she just knew it would be the right thing to do.

It was one of those customer service defining moments to say the least. With all of the stress, my Aunt was relieved that all she needed to cover was her restaurant bill. Additionally, I wanted to thank you for your help the day of the incident. My Aunt told me you were extremely efficient and helpful when Ed was experiencing difficulty. Also please thank Mei Holt, as she was wonderful in helping them check in, getting a wheel chair upon their arrival.

Although they didn’t get to enjoy their stay in Scottsdale, I am glad we booked the Marriott as I wonder if the service under the severe circumstances would have been the same. Please again, thank your staff for their professionalism, courtesy and great customer service. As an American Express employee, I understand the value of service as well. I will be sure to be booking again there soon. If there is any way to provide some recognition for yourself as well as those mentioned in this note to your supervision. Please do so. Also if there is a need, please have them contact me at the number below. Please also reply so I can ensure you received this note.