Here’s a hotel amenity you don’t see everyday, complimentary Apple Store shopping. Last Friday, I checked out of the Westin Excelsior Rome in a hurry (see This is What I Woke Up to this Morning…Great Weekend Trip) and somehow left behind the headphones for my iPhone in the room. I emailed the hotel immediately and was told that they had found my headphones and that they would be in my new room when I checked back in on Sunday night. Well, white headphones were placed in my room, but they were the cheap throwaway airplane variety, not the ones that I had left and that came with my iPhone 5. Here’s my email conversation with the hotel:
Hi Adam,
I have seen the headphones and indeed they are not for iPhone. After having investigated I can confirm that housekeeping has found those white headphones in your room after departure (the cheap ones). Only the housekeeping staff has seen those headphones but they did not realize that they weren’t for the Apple iPhone. Unfortunately I checked with Lost & found and indeed there are no iPhone headphones found in the room after you left on 11/8. However I see that you are a very loyal SPG guest and also a very affectionate Westin Excelsior guest, we will therefore buy some new iPhone headphones for you today and will leave them in your room.
Have a nice day!
MASSIMILIANO
BORTOLOTTI
Front Office Manager
I wrote back to the hotel that this was not necessary and while those were not the headphones for my room, they did not need to go purchase me new ones.
Hi Massimiliano,
Thank you so much for your note and timely response. Your offer is extremely generous and above and beyond any expectations. It is certainly not necessary and I’d prefer not to burden your team with having to purchase new iPhone 5 headphones.
Again, I’d like to express my extreme appreciation for your offer.
Kindest regards,
Adam
The hotel responded again that they would have the headphones in my room upon returning to the room…
Hi Adam,
It’s my pleasure, I only sorry that there was a misunderstanding about the type of headphones. We will get the latest model of Apple headphones for iphone 5.
Best regards
MASSIMILIANO
BORTOLOTTI
Front Office Manager
Wow, truly great service at Westin Excelsior, especially since this was my mistake. When I returned from work, the headphones were on the bed as promised…
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4 comments
Thumbs up to the Westin Roma’s Front Office department!
Bo-to-the-yah! Can you say VIP?
Apple is so boring. Just take the generic and let the hotel return the unnecessary “brand” product. You’re wasting money that might otherwise be spent to fix important guest problems.
@Ford – We are not talking about generic headphones, these were the extremely low quality throwaway headphones that airlines give out to watch movies onboard.