Four Points By Sheraton Richmond Airport

“The BEST hotel stay EVER!!!!”

I stayed at Four Points on Wednesday June 19th so that I could catch a flight early Thursday morning to visit my daughter. My first interaction was with Alexandria upon check-in. She was very pleasant. She asked how my day was, the drive to the city, and asked if there was anything else that she co… more

I stayed at Four Points on Wednesday June 19th so that I could catch a flight early Thursday morning to visit my daughter. My first interaction was with Alexandria upon check-in. She was very pleasant. She asked how my day was, the drive to the city, and asked if there was anything else that she could do for me to help with my stay. I told her that I was tired, was going to get dinner and relax. She suggested that I visit the bar which was scheduled to open at 5pm. Alexandria also shared the information that you all have a shuttle service and will keep my car for a fee. Which I agreed to. I then went to my room, dropped off my belongings, and went to the bar. That is where I met Ann (bartender). She was the next pleasant interaction. She carried on a conversation with me that seemed as if she and I had been old friends catching up on life. She shared that she was originally from the Farmville area. I travel alone and usually listen to my music. However, I enjoyed the company of Ann and did not need any music therapy. Mr. Jerome was very pleasant with his conversation. It was around 3am when he dropped me off at the airport, but he made me feel very comfortable during the ride to the airport. Here's what truly impressed me with the staff: On my return to Richmond, I discovered when I got off the airplane that I had lost my keys. Of course, panic set in. I called the hotel to let them know that I'd returned and that I was ready for the shuttle to pick me up, but I also asked if Mr. Jerome had turned my keys in after I got out of the shuttle because at that time, that was the last place that I remembered having them. Forgive me for not remembering this sweet young lady's name. She was working on Monday June 24th at 8pm. She placed me on hold, came back and shared that there were no keys that fit the description that I gave to her but that she would send someone to pick me up. About 10 minutes later, the shuttle arrived to pick me up and 3 airline employees to take us to the hotel. The ride was quiet as I was trying to process what it was that I needed to do. When I arrived at the hotel, the same young lady was at the desk. I told her that I was the one who called about the missing car keys. She looked in two different areas and said that she did not see my keys at all. There was also a gentleman standing there who suggested that I get an air tag on my keys since I have an iPhone. She asked me if there was anything that she could do for me. I told her that it was not but that I might be staying the night if my keys were not found inside my car. I called a locksmith to unlock my car and my keys were not there. I was completely overwhelmed. I had gone through Expedia to reserve a room for the night. The same young lady checked me in and stated that she was going to give me a card for breakfast for the next morning being that I had had a rough day. I thanked her and proceeded to my room for the night. The next morning, at about 5:30am, I called downstairs and spoke to Bernard/Brandon (sorry I forgot) and explained to him what was going on. I had asked for an extension to check out because one of the locksmith companies that I'd contacted the night before stating that someone would reach out to me after 10am to discuss creating a car key for me. He made me aware that checkout was at 12noon. He then stated, but I am going to extend it until 1pm so that you can do what you need and not worry about checking out at noon. I thanked him profusely. He stated that Margaret would be later, that when I came down, I could ask her if I needed anything and that he would let her know my situation. At the suggestion of my daughter, I called the airport's lost and found department. Someone had turned my keys in. To say that I was overjoyed is an understatement. I got myself together and went downstairs at about 1030am. I asked for Margaret, and told her the entire situation, and asked if someone would please take me to the airport to pick up my keys, and then bring me back. She stated "Yes ma'am. Mr. Harvey is outside and he will be more than happy to do that for you. Why don't you leave your luggage here while you do that. I will tag it and keep it until you return. That way you don't have to drag that around with you". I thanked her and went to the shuttle. I spoke to Mr. Harvey and explained what I needed. He stated, "Yes ma'am, not a problem". He talked to me as if he was an old friend. He waited for me to go inside the airport and return. He never complained about how long I was inside the building. I had to wait on an officer to go into lost and found to retrieve my keys. He dropped me off right in front of my car, and waited until I cranked the car up. This long email is to let you know how wonderful your staff is without being prompted to be. I work in quality and know first-hand how much it will improve your satisfaction score among your customers. I do not know how much your company praises their workers but the aforementioned should be recognized highly. I have shared this story on Google, Facebook, and every person that I have come in contact with. From here on out, whenever I am in the Richmond area, I will ALWAYS stay with Four Points Sheraton Airport. Being a single lady traveling, and having unexpected events occur, knowing that there are people in this world who try to make things easier for you so that you know that you are not alone is priceless.

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