Dear Mr. McQueen,

I had a group of 50 students staying at your establishment on March 17, 2009 (through Club ESL Tours). The service we received was excellent. I would like to single out two staff members that went above and beyond in customer service: Steen & Eric. Unfortunately, eight suitcases were left behind on our departure. We contacted the hotel and Steen and Eric were an enormous help in getting the luggage to the Greyhound bus terminal. I believe it was Steen that we talked with at 8pm and he managed to get the bags on the 8:15pm bus which we picked up successfully in Golden at 10:30pm. This avoided what could have been a very difficult situation for us (in terms of keeping our students happy, as well as the logistics of getting the luggage back to Victoria). I don't know if you have an "Employee of the Month" (or year?) award, but if you do, I would definitely nominate them. Your staff certainly has set a high standard for customer service.

I am also requesting your help in that I would like to send them a personal "thank you" gift. I was wondering if you have any idea's of what they would like (restaurant gift certificate, or to a store?) and any suggestions on how I could coordinate this from Victoria. Any help would be appreciated.

Sincerely,

Nancy