A Grand Service Story

We recognize that many of of our guests arrive after a long day of travel and have a busy few days ahead- so we go out of our way to make your stay as comfortable as possible. Through the years, we have accumulated numerous letters and reviews that reflect our efforts to go above and beyond and provide superior service.

It is what has helped us earn our Certificate of Excellence from Trip Advisor last month. Recently Greg McManus, V.P. of Operations encountered a group of students and coaches staying at our hotel who needed assistance. Here is what they had to say about the experience:

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From “Warm and Caring Experience” posted on Trip Advisor May 31, 2011 (some sections have been edited)

3 coaches and 7 students attending an event at West Salem High School started our experience with the Grand Hotel by pulling into their check in area and immediately seeing smoke coming from our Van and Ani-freeze spraying out over their styled stones.

We could have been chastised and looked down upon, but it was the complete opposite.  The V.P. of Operations, Greg McManus, greeted us personally with a warm and simpathetic smile. He offered his parking space and reminded us to back in in case we needed a mechanic.

A few moments later, as we checked in, he returned with information about his mechanic. His mechanic happened to be out of town but he recommended a man from Active Auto. The front desk workers were amazing. They were patient and helpful and continuously helped us.

Our vehicle was out of service and they had a person come in early the next day to get us. The hotel itself was superb. I will definitely be returning; my wife and I have both agreed to leave the 7 teenage boys at home! The rooms were very nice, roomy and quiet.

The breakfast was the best I have had at a hotel. The sense from all the employees I came in contact with was “How can I help you relax and enjoy your stay”. It was very warm and caring and was clearly expected of all staff. The nicest of all was that it was shown by example from the top. Thank you Greg and your wonderful staff.

Jim Lockwood, Klamath Falls, OR

Stayed May 2011, traveled on business