Guest Comment of the Month - Cape Cod Bayside Resort

My recent stay at the Bayside Resort was, as usual, perfect in every way. Your accommodations are always very clean and comfortable. The new renovations and updated decor display the impeccable attention to detail and customer comfort that the Bayside is noted for. Before my visit in July 2008, I had stayed as recently as last Aug. 2007 & did not notice that the rooms were in need of repair or even updating of the comforters, so I was pleasantly surprised to see the updated version.  

I have stayed many times before at the Bayside and have always been impressed by the knowledgable, courteous, friendly and most importantly helpful staff you employ from the front desk attendants to the maintenance, housekeeping, kitchen, and bartending staff. Whether it be requesting cots for the room, extra towels or other toiletries, being in desperate need of a cup of coffee after the scrumptious, extensive breakfast buffet has been cleared away,  my nephew's birthday being acknowledged by the staff with a bouquet of balloons being delivered to his room on his 16th birthday which was not requested by either myself or his mother so was a complete surprise to us, giving recommendations and/or directions to a restaurant or recreation location, or just a friendly smile and greeting from a staff member when passing in the hallways, the Bayside has always made us feel very welcome.  

This time, however, I had the pleasure of being the recipient of extraordinary customer service by two of your staff members and could not let their efforts go unmentioned. I, first, want to acknowledge your bartender Mariusve (excuse the spelling)  He is delightful in his bartender role,. Although I am aware that he also has other duties at the hotel, too., I feel that he is very suited to bartending. .  He is very friendly and accommodating with a very welcoming smile.  There were 7 adults in our party and Mariusve kept us in good spirits. We even put him to the test having him make several different kinds of frozen drinks, which I know is any bartender's nightmare. He served them with a flourish garnished with whipped cream and cherries as if it was his favorite thing to do. It was a pleasure to be around him and we even learned a little bit about his native Poland, which was very interesting. We will look forward to visit with him again.  

And then, there was Sharon at your front desk. I don't even know where to begin... She is just the epitome of extraordinary Customer Service.  From prior to our check-in , when I called with a few questions, to after our check-out when she called me regarding a question I had on my credit card, she was superb!!!  But the most memorable part of my stay was the way she took a mistake made by the Hotel and turned it around to make me feel like the most special person in the world instead of leaving me feeling as if the Hotel had slighted me as a customer which is how I could have felt if it had not been for Sharon.  On Sunday morning after 11 AM,  Sharon called my room to see what time I planned on checking out and when I said that I was not leaving until Monday AM-Sharon explained that I was not in the computer for a Sunday night stay.  I had spoken with Sharon earlier in the week and we both remembered that I was indeed scheduled to check out on Monday.  She apologized profusely but explained that she had another party coming in expecting to stay in the King Bayview Balcony Room.  She asked if I would mind moving to another  room and when I told her not only would I consider moving but that I would stay in my sister's room.,  Sharon told me that she was supposed to be accommodating me and not the other way around.  She said she wanted to talk to her manager & would call me back..  She did and told me that I was being moved  by the hotel staff to the room beside my sister. That room had become available because one of our party had to suddenly leave as he had taken ill.  I told that to Sharon and asked that extra care be given to the disinfecting of the room, and she readily agreed . I heard her pick up the nextel and tell the housekeeping staff that she needed that room cleaned even more diligently than is normally done.  Well, when I walked into that room and could smell the "clean" and "freshness",  I was impressed.  The rooms are always very clean but this was exceptional.!!  And then , imagine my surprise when I saw that on the little table was a vase with a beautiful single red rose, a bottle of champagne w/2 glasses and a box of chocolates, accompanied by a personal note from Sharon thanking me for being understanding  and again offering her assistance if I should need anything else. I was astonished!!  I work in customer service as well, I am a Team Leader in a Utility Call Center and try to instill in my Reps that sense of taking ownership of the problem and solving it to the satisfaction of the customer that seems to be innate in Sharon. However, she wasn't finished with me... when I checked out the next morning, she made adjustments to the room charges to further accommodate me.  I was truly amazed and of course, not only is the Bayside Resort the only place I will stay on Cape Cod, I tell everyone I know about the fantastic customer service that is your claim to fame.   

I apologize for being so loquacious but I wanted you to understand why I felt compelled to write concerning these two individuals and their magnificent Customer Service practices.  Obviously, your staff is why we keep returning to the Bayside.  

Thank you,

Marie McGinley

Cape Cod Hotels