Archive for March, 2011

This past weekend I had the great opportunity to stay at White Oaks Resort and Spa in Niagara on the Lake and was treated with outstanding customer service. As a gift for my in-laws, we had given them a free nights stay package so they could also stay at White Oaks. Unfortunately I forgot about this package and when I made their reservation, neglected to realize that I was supposed to mention the certificate before arriving for our stay. The women at the front desk pleasantly informed me of this but before I could even ask about making an exception, she went to see what could be done about excepting the certificate. Within a minute she was back to let us know that this would not be a problem. This may seem like a small request but you would be amazed at how many hotels would not be happy to help in similar situations. This is what makes the resort industry unique from other standard hotels. Owners and operators of resorts realize that they provide so much more than just a standard hotel room… they provide a vacation experience.

The excellent service continued from there when our bags were taken to our room. The bell hop actually gave us a tour of our room showing us where the light switches were, how to operate some of the electronics, etc. (White Oaks has small tv’s in their bathrooms.) Later this same young man, held open the car doors for my wife and mother in-law to get in. Again a small detail but not something most of us get to experience when staying at standard hotels.

At breakfast the next morning, the service again showed through, this time with our server (and in fact all the restaurant staff.) He was enthusiastic and courteous and always made sure our coffee was topped up. After giving us time to review the menu, he suggested that we go with the buffet since it had everything from the menu anyways. It was a great suggestion as the food was hot, very delicious and with the option of the buffet we were all completely satisfied.

Good customer service is not something that we as consumers always get so it was great to be treated in such a fantastic way. In fact White Oaks does so much to ensure a positive guest experience that even the garbage cans and ashtrays were cleaned – not just emptied but actually wiped down, throughout the day. The gardens were also kept well maintained and looked ready for spring flowers despite the fact that we are still in March and could easily get more snow.

My only regret about this stay was not having more time to enjoy the use of their facilities which include the pool, spa services and a state of the art fitness club. And of course would have liked to have visited some of the local wineries.

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