Tuesday, December 21, 2010

Hi James:

I spent 6 wonderful nights at the the Hilton in Orlando to attend the Brief Psychotherapy Conference.

While I was there certain members of your staff went the extra mile for me. Your restaurant manager, Khalid, was gracious and helpful to me. You banquet manager, Gabby, helped me with my luggage when I was upgrading my room on the third day of my stay. There was no bell person available, and he didn’t miss a beat offering to assist me in my move. At you front desk I had several pleasant encounters with Adrienne. She suggested that I upgrade and blocked a wonderful room for me.

In your restaurant I found Zahira to be attentive and concerned that I receive what I requested. She even suggested that on her day off I ask for Debbie, who was dear. One afternoon I was running late for a meeting, and Zahira sent a dish of blue berries up to my room as she knew that I did not have time to enjoy them at lunch. In the Concierge room Enrique and Sony were also very helpful and kind to me.

I am a single, senior woman who travels a good deal. I appreciate service such as I received at your hotel. Thank you for your staff who are generous of spirit. This made my stay with you a delightful experience!

My family live in Northern California, and I stay at the Concord Hilton when I visit. Their staff create a home-away-from-home for me, and your staff provides the service that I have come to cherish.

Thank you, and have happy, healthy holidays,


Monday, December 20, 2010

I’m writing to express my thanks to the staff and especially Joe for the service provided to me and members of my organization during out recent function at your hotel.

They were attentive without being obtrusive and provided whatever was necessary to make our experience pleasant and productive.

I will definitely hold any future meetings in Orlando at your property.

All the best for the Holiday Season.



Tuesday, December 7, 2010

Dear Mr. Grosso:

As the Administrative Director of the Florida Dental Society of Anesthesiology (FDSA),I cannot plan another conference without telling you why I am returning to the Hilton Walt Disney World Resort for the third time in a row. I should have written much, much earlier but I kept putting it off. The hotel meeting space works well for us, the foyer areas are lovely, it is conveniently located as many doctors drive from all parts of FL, the rooms are very nice, and the Andiamo is a great place for us to entertain our guests speakers. However, I am sure you will agree that the right people are a critically important component of any successful hotel.

Hassane is without doubt one of the best people I have ever worked with in the hospitality business. He is so capable and calm and will always do whatever it takes to make my annual event successful. His suggestions and extra effort on our behalf have been extremely helpful every year. He is extremely professional and exudes confidence that all will go well. And it does! His staff direction is excellent and his team is on the same page. From start to finish it is a privilege to work with Hassane.

Secondly, it has been my pleasure to work with Becky in the execution of the contract and all that goes into determining the right space for our meeting and more. She has wor4ked hard to accomodate our needs. She is highly professional yet very warm and understanding. I enjoy working with Becky and the other members of the sales staff. If Becky is not available, the receptionist is happy to answer any question for me. Becky always checks in during the meeting to see that it is going well and I appreciate that. She has made the entire contract process run smoothly, and is a big factor, as is Hassane in me continuing my Hilton relationship year-to-year.

Lastly, I want to compliment the entire staff. The A/V people are superb and I rely on them heavily. The set-up and catering staff are great, always helpful and cordial. I regret that I do not remember names specifically. I am going to try and write some down (again!)in March and send them to you!

All in all, the time at the Hilton is great. The doctors are fully supportive of our choice every year and we all have confidence that each meeting will go well. I look forward to our Meeting, March 11-12, 2011.

Thank you for your time.



Monday, October 25, 2010

Hello Mr. Grosso,

I would like to extend my thanks to the entire Hilton Walt Disney World staff for their gracious hospitality and courteous professionalism.

Each and every department deserves to be commended for both their individual and cumulative efforts!

You have a great team, from the outstanding service at your front desk, to your hardest working unsung and unseen employees in the back of the house!.

I would especially like to name a few outstanding people who I feel went above and beyond their duty as an employee to make my job easier, and my stay as comfortable and as hassle free as it could possibly be.

– Chris, Luis and John with hotel Security, who made sure all my security needs were met each and every day during my stay.

– Chris, your assistant banquet manager, who made it a point every day to say hello and make sure my stay was a pleasant one.

– Mok, who works at Avis Rental who went out of his way to ensure I had a vehicle suitable for my security needs.

– Olga who works very hard at the pastry and coffee shop to please everyone she served; especially me.

Again, I hope you take the time to personally extend my thanks each and every one of them, as well as your entire team for a job well done!

I truly look forward to working and or staying at your hotel again, it has been a pleasure.

Until then…

Best Regards,

Thursday September 30, 2010

Hi Julie – I just wanted to send you a quick email and let you know how good the Hilton at Walt Disney World Resort was to work with! They were very flexible during the planning of the meeting in updating our meeting space based on our changing needs. Onsite they were incredible, everyone on their team is eager to assist and get the job done! Our CSM’s father passed away unexpectedly the night before our arrival day and therefore our CSM was not able to be onsite during the program. Where in many it can be a big factor not having the CSM available during the meeting, however at the Hilton everyone worked so closely together and filled in for the CSM that we did not feel like anything was missed in service or delivery. There are so many people at the Hilton that have been there numerous years and you can tell they have a great attitude about being there. I think at a time when there are so many brand new hotels in Orlando it is important to recognize the superior service we received at the Hilton Walt Disney World Resort!

Monday, July 19, 2010

Mr. Grosso,

Your hotel staff is excellent and I felt the need to tell you a few examples of why this is so.

This is my first visit to this property but I am very familiar with the services accorded Diamond members.

Migel from Maintenance repaired a stroller for me because my granddaughter was visiting for the day and broke the bar. He gladly did it and would take no tip.

Khalid Latiki in the restaurant where I hosted my grandchildren to the Disney character breakfast noticed that I was not feeling well as I was coughing. He brought me hot tea with lemon and honey.

Today unfortuntely I had to call security because my health deteriorated such that I needed a doctor. Your staff made arrangements to have a doctor come to the room within 2 hrs. Thank goodness for their promptness because I have pneumonia.

If I am well enough to travel in the morning I will be going back home but with many pleasant thoughts of your hotel.

Thank you


Tuesday, June 29, 2010

Dear Martin,

Thank you so much for all you have done and di during the past year to help us create a “Magical” Gamma Phi Beta Sorority Convention. Last week was great fun for all our attendees, they truly enjoyed being at the Hilton and appreciated and friendly helpfulness of the hotel staff.

I so enjoyed working with you and will always appreciate your ability to positively solve every challenge, adapt to changing needs, provide creative solutions and make everything appear seamless.

Abdou, Chris, Rick, and Joe were just wonderful – always responsive and ready to help us in every way. Please, let them know how much I and all my committee appreciated their assistance.

We will always owe you a debt of gratitude for making the whole planning process and the Convention itself a wonderful experience. Thank you for everything you did!

With all my gratitude,


Monday, June 21, 2010

Dear Mr. Grosso:

On behalf of the Alpha-1 Association and the Alpha-1 patient community, I would like to commend you and your hotel staff for making our 19th Annual National Education Conference such a success.

From the initial planning stages through the execution, every detail was efficiently and eloquently handled by your fantastic staff. The feedback we have received from our patient community is that this was the best conference the Association has ever had in 19 years!

Your entire staff is outstanding, however, we would like to especially recognize Vince, Joe and Richard for all of their assistance. The entire staff was responsive and attentive to our needs. We have never seen such a team!

We hope to be back for one of our National Education Series.

With all best wishes,


Thursday June 3, 2010

I would like to note that our stay at the hotel was absolutely wonderful and that Veronica, the night time front desk associate in particular, is the reason why every stay at Walt Disney World will be at this Hilton. Please do forward this onto the General Manager of the hotel as I want to ensure her manager knows of how hard she worked to go above and beyond for us. It is customer service like this that solidifies a good relationship with customers. I have told everyone I know that there next stay should be at the Hilton in Walt Disney World because of this exemplary service.

Best Regards,


Monday, May 24, 2010

Dear Sir/Madam,

My husband and I just had the most wonderful time and experience at your location this past weekend. The hotel was amazing just as it is, but I so greatly was taken care of when I checked-in, I believe I was helped by Heather (please forgive me if I have the wrong name). We checked in on Friday 5/21 around 1:30pm and were graciously upgraded to Room 926. Let me tell you, I did not even want to leave the room. The view was off the charts and it was exactly what I wanted. I was teasing her saying I wanted the room on slide #8 on your website…and I got it!!!

We relaxed on that balcony, taking in all the beautiful sites, got to see sunset, fireworks, a great dinner and a spectacular sunrise. The transportation to the parks was an extra added perk. I did not feel well when we got up on Saturday and I called to see if I could get a late check out and that was no problem also, the gentleman was really sweet. I would’ve stayed the entire weekend.

Please commend your staff as they treated us extremely well. I work for the City of Sarasota and we have awards for staff that go above and beyond and your staff definitely deserves one. When you are treated this well, I respect everyone and just wanted to extend my thank you for making this weekend one of the best. I have had health issues and am finally able to travel and have fun again with my husband and we will return, I even re-joined the Hilton HHonors (as mine expired, oops).

With my deepest gratitude and continued success to you,


Friday, May 21, 2010

Dear Mr. Grosso,

I wanted to take this time and extend my sincerest appreciation and gratitude to one of your employees, Patrick, one of your bellhop managers. I was a guest in your hotel May 2-8, attending the IALEIA/LEIU Law Enforcement Analyst Conference.

Patrick went out of his way to really accommodate the guests and was extremely pleasant and helpful. If there are any employee recognition awards, I feel that Patrick would be most deserving.

Having never visited this area of Florida before, I was extremely impressed with the professionalism and politeness of your hotel staff, most specifically from the Bellhop services. Be assured I will certainly be visintg your facilities in the near future.

With Sincerest Appreciation,


Wednesday, May 19, 2010


We had a great time during our stay at the Hilton!

The staff was very helpful and pleasant, including check-in and the executive lounge at breakfast.

We were especially pleased with Lydia in housekeeping.

Thank you for the great room with a nice view of Disney Village.

We look forward to another stay in the future.

Joe & Dorothy

Wednesday, May 19, 2010


I wanted to send you a short e-mail commending one of your employees, Lindsay.

We stayed at your Hilton at the end of March. As you know, it is your busiest time, and your staff has their hands full. Add on top of that, me: a guest who has to have the perfect room (or two), and is prone to being persistent about it to a fault.

Enter Lindsay. Every single request I gave her, she responded to with respect and grace. She made our family feel like we had a level of service second to none. Your entire staff is wonderful, and for us, the shining star was Lindsay.

It means a lot to me that someone like Lindsay treats people well, and it has a huge positive impact on the Hilton brand. We will see you again soon.



Monday, May 17, 2010

As a diamond Hilton HHonors member I get to spend many nights at hotels. After a while it is difficult to differentiate one hotel from another. In my opinion, it’s the employees that make it a unique experience for guests. Personally, I do not remember hotels because of their amenities but what makes it memorable for me is my interaction with the staff. I wanted to share how well I was attended to by two of your employees. Dolly at the Front Desk and Sergio at the bell desk.

I booked my Travel with American Express. They booked me in a hotel that was deplorable. Their customer care department was not much help either. I was frantically trying to make alternate arrangements and Dolly at the front desk attended my call. She immediately worked out a plan that allowed me to check out of the other hotel and get to stay at Hilton Orlando. She reserved a wonderful room for me, was accommodating and very attentive to my requests and I could not be happier with the accommodations. Sergio was attentive, friendly and my interaction with these two individuals left me comfortable that I will have a great week staying at your property. If there is an employee recognition reward, I will like to nominate these two great ambassadors for Hilton.

Your staff made our stay wonderful and I look forward to my next visit to Orlando. I will select your Hotel for my future stay in Orlando.


Monday, April 12, 2010

Jake, our recent OFR conference was a huge success. I did not hear one complaint during the conference. Everyone I came in contact with was very pleasant and went out of their way to be accommodating. Please give your team kudos for providing us with an excellent venue and outstanding customer service. Your team is the very best we have encountered and that is looking back over 26 conferences.



Wednesday, March 24, 2010

Good morning Mr. Grosso,

“…We recently held our Winter Conference at the Hilton February 14-17, 2010. It was a small conference and even smaller than we anticipated… but I wanted to let you know how thankful I am that Martin Sliacky was our Events Manager. Martin helped me every step of the way, gave me updates and advice. I wish I had Martin at every hotel we book with- I have never had a better experience with one by a long shot. His helpfulness, professionalism and ability to make every issue I had go away is something that I have not experienced with other hotels. He made the LAFP feel that even though we were a small conference, our business and satisfaction was just as important as groups three times are size. That is not always the case with some hotels.

We arrived late Saturday February 13 and Martin stayed to make sure that everything was set up okay and that we got checked in and everything in order. He continued to check on us every day of the conference, no matter if it was Saturday or Sunday…

Even after the conference, he spent the time to go over the room block with me as well as the Master Bill to make sure I understood everything. With that being said, I must also let you know that the banquet staff was WONDERFUL and so friendly!

I am also not sure who Autumn Mullen’s supervisor is, but she was our sales manager and she went above and beyond any other sales manager I have worked with to get us to book with your hotel- and it worked. She also continued to work with me pre- and post- meeting when needed. They both were always so helpful and cheerful when I talked to them which makes my stressful job ten times easier.

I don’t know what else I can say to express my gratitude and satisfaction with the contacts that I worked with at The Hilton except to let you know and also to say thank you. Please pass this along to the appropriate parties if needed.



Wednesday, March 17, 2010

Dear Mr. Grosso:

The 2010 Annual Conference of the Education Credit Union Council, our 37th and our fourth visit to the Hilton in the Walt Disney World® Resort was one of the most successful we have ever held.

Your staff was absolutely wonderful in planning and making our meetings run as smoothly and efficiently as they could. Special appreciation is expressed to Martin Sliacky and his staff for their extraordinary attention to every detail.

Your entire staff extended a very warm welcome and made us feel right at home.

You have a hotel and staff of which you deserve to be very proud!



Tuesday, March 2, 2010

Dear Andrea and Becky,

I’d like to tell you once again what a wonderful experience I and the CommScope leadership team had last week at the Hilton Walt Disney World. From the time I checked in at the registration desk with Debra until my departure, everyone was extremely warm, friendly and courteous. On site, we had many last minute changes, some not so easy to make happen (as Abdou can attest!), yet your team accommodated each and every one of them with a smile and without hesitation.

It was truly a pleasure having our meeting at your hotel and we certain look forward to coming back again when the opportunity permits.



Tuesday, February 23, 2010

Good Morning,

My husband & I stayed at your lovely hotel for a conference recently and were very impressed with the maid in charge of our rooms:

“Graciela” was her name.

I wanted to make sure you knew how kind and gracious she is and that she seems like a very hard and efficient worker!

Thank you!


Thursday, January 29, 2010

Thursday, January 21, 2010

Dear Hilton Team,

I just wanted to take a moment to thank you and your staff for a job well done. There was not one moment where we needed something and we were left wondering if a Hilton employee would help. In today’s world the act of “Service” is often lost, I was pleased your team had not lost the vision.

You will be #1 on my list when we consider future meetings.

Warm Regards,

Michael E. Cahill
Vice President, Fluid Systems

Thursday, December 17, 2009

“Wow! We stayed in your Lake Buena Vista property for 10 days and absolutely enjoyed every day of it. We got the reservation through Holiday Inn, which is late opening. The friendliness of your staff, the housekeeping, the amenities – it was all very well done. We travel from Nova Scotia to Orlando three or four times a year on vacation and, we agree, this has become our favourite hotel! Even having stayed at two Disney deluxe hotels, the positives of your hotel for us outweigh anything we have experienced elsewhere in the area. Thank you so much for such an enjoyable stay! Our 20th anniversary is in 2011 and we definitely will be staying with you. I think, too, that we will be back sooner than that. Off to Israel in April ’10 but planning either June or September in Lake Buena Vista as well. Valet greeters, bell staff, front desk . . . excellent care and excellent service. Can’t wait to get back to your hotel.”

John Paul Carnell

Thursday, November 19, 2009


I just wanted to give feedback from our recent event which took place at the Hilton Lake Buena Vista. The National Association of Bariatric Nurses held their 6th annual conference November 4-6th 2009.

I have attended 5 previous conferences for this organization. After this year’s event I must say that the attention to detail that your staff provided far exceeded previous venues. Every staff member I came in contact with was not only pleasant, but willing to go one step beyond to provide excellent customer service.

My room was on the 9th floor- and the concierge service was outstanding. The audiovisual specialist in our main conference room was enthusiastic and knowledgeable. His assistance helped the smooth transition between speakers.

Thanks for helping make this a pleasant and memorable event for my organization. Sarah Gust, my events co-coordinator, and I will serious consider your hotel as we plan for future conferences.

In health,

Laurie D. McGinley, MS, CNS-BC, APN, CBN

Bariatric Nurse Manager

Saturday, September 26, 2009

“Mr. Grosso,

As you know, I work with SoftBrands when they had their annual customer conference the week of September 13th. I said it many times during my stay there: It was like coming home.

Richard McComb took care of the event. I first worked with Richard in 2003 when SoftBrands had their event at the resort. At that time, he was the best CSM I had worked with. In my 14-year, +100-events management career that spans the globe, Rich remains the best. He balances what is right for the hotel and the customer at every decision point. He knows the hotel inside and out. He knows all of the staff by name and through my personal observation during the event; I know he is well liked and respected by all. The SoftBrands event flowed as smooth as glass, due to Richard’s management, oversight and execution.

Before I leave the Richard topic, I was delighted to once again work with Richard Kolett. When I first saw him, my immediate reaction was seeing an old friend. Richard is not only is an extraordinary individual that makes your hotel what it is today, he is also a warm and friendly person that knows the people and facility like it was his home. You are indeed fortunate to have him.

Through Joey Giannuzi’s personable efficiency, I never felt that I had to follow-up to ensure something was done. It was ALWAYS done, on time and as expected. A perfect example of Joey’s customer service skills was the day he brought over an envelope from the bell desk for me. He was on his way and he thought it would save me a trip. While this was second nature to him, I can assure you that it meant the world to me at that particular time. My feet hurt; I was busy and needed the envelope. That small gesture still stays with me.

Linda VanMarter took care of 3 receptions we had and she was an absolute delight. Everyone enjoyed her service and company. She is a gem, as I am sure you know.

I so enjoyed seeing Abdou Bouazzizi each day. I know he has also been with your hotel many years. Everything worked so calmly and efficiently on Abdou’s watch. He mentioned his family loved Sedona, not far from me. I am hoping that his next trip out west he may find time to stop by for a visit. I would be honored to repay some of his hospitality.

John Cedillo absolutely saved me one day as I was preparing for the executive team’s arrival. He understood I needed help and just took care of the issues. John – – thank you, thank you, thank you!

Paul O’Brien and Mike Zhang are two other amazing folks you have. They make everything look seamless, even when we all know that’s not the case.

Karen Chiu is a delight to work with. In working with Jon Clark, she and I put this deal together as part of a multi-city, multi-year agreement for SoftBrands and Hilton. She is a professional, she knows her product, understands the sales cycle and managed it very effectively.

I apologize because I know I have overlooked many people. Everyone I encountered deserves mention as they are delightful, professional, customer service-oriented individuals. Through the week, I worked with many, many fantastic people at the hotel. Most of them knew our program well, having worked on it in both 2003 and 2005. As a matter of fact, not once during the event did I have to ask for anything twice. That is a testament to your leadership. Additionally, most of the staff that worked on the event also worked on it in 2003 and 2005. There is such a tangible sense of comradery and teamwork. The staff is dedicated to you and the success of the resort, and it shows. It shows through the resort manager coming to check me in at the front desk at 1AM in the morning. It shows through meeting rooms clean, set-up correctly and on site. It shows through excellent food and wait staff at all of the food outlets. It shows through a clean hotel room that is made up timely and completely. It shows through the smiles and friendliness of every single resort employee I came in contact with during my 8-day stay.

My event and trip can be summed up in one example. I was bedraggled and tired when I left for home Saturday morning, September 19th (as every event planner is after an event). There was your big white limousine there waiting to take me to the airport, compliments of Richard McComb. But the attention to detail, that is the difference! On ice in the car, my Diet Coke awaited. Wow!

Thank you, for the staff you’ve built over the years. I hope that we have the chance to work together in the future. It would be an honor.”

– Vickie L Kress, Event Driven LLC

Saturday, September 26, 2009
“I wanted to take a moment to let you know about the wonderful visit my wife and I had at your Andiamo restaurant on Saturday November 21, 2009. The service and the food worked hand in hand to create a great experience for us. We were celebrating our 5 year wedding anniversary in conjunction with the honeymoon we had never taken and your staff stepped up and treated us in a way that truly helped to make our trip memorable. I would like to especially thank Juvi our hostess, Jackie our server and Mario the manager on duty. It is employees like these that work together to create a great guest experience and I want to make sure you realize how lucky you are to have such wonderful team members. I would also like to ask that you express my thanks and complements to your Executive Chef, the Chef working the night of our visit, and all the cooks on the line that night as I know it takes an entire group effort from both sides of the house to make an evening like this happen.

Thank you again for the experience

David Suppe

Executive Chef, Restaurant

Excalibur Hotel – Casino

Thursday, August 20, 2009
“….I recently went with my family to Disney World. We had decided to stay at the Hilton. Saturday night, August 1st, we were looking for a place to eat and decided to try Andiamo at the hotel. I was very glad we did.

I have been recently diagnosed with Celiac disease (Gluyten intolerance – food allergy) and was uncertain to what I could eat at an Italian food place, being that the majority of things would be pasta. We were seated and promptly attended to by our waiter, Ian. He was great and when I spoke to him about the food allergy, he said that he would speak with the chef to see what was okay for me to eat there.

A few minutes later, chef Martin was at our table explaining the things that could be prepared to address the food allergy and then proceeded to explain how he would prepare it as not to cross contaminate it by anything else that was being prepared in the kitchen. After telling me all of the options and information, he kindly excused himself and returned to the kitched. I made my decisions on the entree and we gave Ian our selection.

Ian returned in just a bit and placed bread on the table, my wife and kid told me that it was great. Soon, Chef Martin returned and placed a plate of bread for me. It was Gluten free pizza dough that he had fashioned into some slices, so that I could enjoy something as well. It was actually great with the olive oil that we had at the table.

Let me tell you this, I generally don’t take the time to write executives favorable mention of their employees, but I thought that they should be recognized for their excellent service. The staff at Orlando Hilton Andiamo restaurant were great!

In business, having a customer satisfied with the product and service, will most definately secure a return visit. I look very forward to one day again visiting the Hilton and the restaurant there. Thank you so much for the great service and ease to my new allergy situation. Bravo Chef Martin and Ian! Excellent service.”

– Marc D’Angelo

Wednesday, July 1, 2009
“…I must tell you that everything went wonderful with both programs, Martin is fantastic! Thank you to all at the Hilton, I felt very much at home! Every department from banquets and events, AV, bell men, front desk, room service, security .. etc. was extremely attentive, courteous, professional, concerned, conscientious, responsive and pleasant. As I had told Martin; myself and my Meeting Travel Directors, Gayle and Rosie discussed how good the food was! Dane Graffuis and the staff of PSAV were extremely responsive and accommodating, even when I troubled them at 6:00 am! A special note of thank you to Marcus Persaud for his technical assistance and follow up!

Thank you very much for all of your assistance! I will certainly keep the Hilton in the Walt Disney World Resort in mind the next time a client considers Florida! I have expressed my positive thoughts to my colleagues.

Have a wonderful day and I look forward to working with you again in the future!


Laura Schreiner

Project Manager

McVeigh Associates, Ltd.

Saturday, June 28, 2009
“I wanted to tell you about my fantastic stay at your hotel, the week of 15-19 JUN. I stayed at your hotel to visit Disney with my two sons ages six and 10. I am an Army Officer and routinely stay at Hilton and Hilton family hotels when on travel. Over time, there are a lot of things that I simply took for granted. During this recent stay, your staff really shined from start to finish. At check in, it was fast, personable, friendly. The room was always spotless. The shuttles on time day in and day out. Parking, pool, gift shop, … everything was first class. The really bright star in the constellation of your staff and our experience was the Concierge crew. They day in and day out provided guidance on visiting the parks, shuttles, restaurants, coupons, the list goes on. The complementary breakfast really hit the mark, again the spotless room, friendly people, and wholesome food.

We had a fantastic vacation. Our stay at your hotel was very large part of that experience. You must get emails like this all the time. I would like to tell this story, about your hotel, to your leadership. Can you recommend an address or email to do this?

Again, thanks, please pass to your staff.

VR Joe Capobianco
Lieutenant Colonel, US Army

Tuesday, June 23, 2009

“…The hospitality of the entire hotel staff was superb and I have received many favorable comments about everything from the quality of service and food to the property location and layout.”

Peter G. Martell
Executive Director
Ice Skating Institute

Thursday, June 18, 2009

“I wanted to send you this email of appreciation concerning the “above and beyond” service I received from your Resort Managers Mr. John Cedillo and Mr. Emanuel Lopez. My first time stay at your Hilton Hotel Downtown Disney and my first vacation to Disney World (I haven’t had a vacation in about 15 years) was made much more comfortable by these two gentlemen. After I had arrived from Maryland to your hotel from a week long business conference (I am from and live in Los Angeles), I was exhausted and ready to relax. I have bad asthma and when I book into a Hilton, I look for a room with windows I can open so I can have a combination of the fresh air and indoor air. Mr. Cedillo was able to arrange that possibilty for me and it made a 100% difference in my stay and comfort level. And, Mr. Manuel was very nice too as he provided me access to the Concierge lounge.

Both of these gentlemen are a definite asset to your Hilton hotel team as they provided me with excellent service, were always smiling and pleasant, and seemed to me to be very sincere about taking care of all their guests including me.

I am a big Hilton fan and will be attending a business conference next week. I am going to be staying at a Hilton Homewood Suites in La Quinta, California. I usually do not stay where all the other conference attendees stay as I prefer staying at the Hilton properties (the other attendees will be at a Westin resort). I have been an American Express Hilton Honors card holder for awhile now and consider myself a Hilton Hotel fan.

Also, I want to comment that your rooms are very clean and modern, and the housekeeping staff does a very good job.

I would recommend your hotel to others and stay here again.

Syndee Brill
Los Angeles, CA

Monday, March 16, 2009

Mr. Grosso, Autumn, and Martin,

I just wanted to take a moment to personally thank you for all your hospitality, tremendous service, prompt attention, and above all the memorable experience each of you and your staff provided for both our Managers and my family. It was a pleasure to work with each of you and I hope we can do this all again in the future! The speed, accuracy, cleanliness, and quality of the operations were all above expectations. I appreciated the flexibility and care that was given to each of our requests by all.

Additionally, the food was fantastic! The presentation and servers were excellent. The transportation to the parks was also a vast improvement from our last experience; the drivers are very guest oriented.

While each of you contributed substantially to the success of our event, I felt it prudent to point out some additional bright stars among your team.

Paul, our primary banquet captain, was the definition of professionalism and was very attentive throughout our functions. Joey from the events team was also very responsive to our needs and had to deal with a lot of impromptu, hands-on needs we had on rehearsal day.

Matthew at bell-desk was exceptionally pleasant and patient. He had to wait an extended period of time for my wife at the airport due to delays with the airline. Thank you for sending him to take care of my family.

Linda, one of the beverage managers was an absolute joy to be around and was very dedicated to us (both at the event and also as one of our customers!). Everyone loved her and most knew her by name by the end of our first night.

Autumn is full of energy and an absolute pleasure to work with. Her care and attention leading up to the event was unmatched. She was always available for any questions and made sure we going to have everything we needed. Her smile and positive demeanor is infectious.

Martin by far was the best coordinator I have ever had the pleasure of working with. He was my right hand man and I truly appreciated having him as our event manager. He was always reachable and available, listened to and addressed every request without hesitation, and executed each task beyond my satisfaction. Martin made my job much easier and put me at ease throughout the process; I knew things were in good hands every step of the way. He is very professional and enthusiastic! He always put us first, took time out of his own schedule to accommodate me on arrival day, gave sound recommendations, and anticipated our needs.

Thanks again for going above and beyond in all areas including my own accommodations. They were more than generous. I would have been happy to stay in the standard accommodations during the meeting, and to certainly pay for our family’s room afterwards because I truly believe that your resort offers the best value and quality in Disney World! We had a great time and having that second room did wonders for nap time (for Emma that is)! We look forward to our next stay!

Sincerely grateful,

Dan Appleyard

Director of Studio Management Development


Friday, January 16, 2009

We like clients who want to challenge us and push the creative envelope and your team accepted the challenge right along with us. I can’t say enough good things about Svetlin. He was there with us every step of the way. What a great partner to have. I wish I could remember everyone’s name who helped us out: Joey, Bill, Lou, and a cast of hundreds(?) (I think I saw them all on Tuesday at the pool between 5:00 and 6:30 p.m. helping make the magic happen).

Congratulations. You have a great Team.

Sue Jacoberger
Producer, Entertainment
Disney Event Group


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