As someone who travels frequently—and teaches customer service for a living—I’m always paying attention to how service is delivered. Not just the what, but the how. And on a recent visit to The Whitley, a Luxury Collection Hotel, I experienced something refreshingly rare: consistently thoughtful, genuinely gracious service.
Shortly after my stay, I received a kind follow-up email from the hotel’s team asking for feedback. It was clear they cared about the guest experience. That alone impressed me. But I couldn’t let the opportunity pass without singling out one particular person who made my stay exceptional from the moment I walked in: Busem.
Here’s what stood out:
- She greeted me immediately with a warm, authentic smile and invited me to her station. (Sadly, this is not common practice anymore—but it made me feel seen right away.)
- My check-in was quick and efficient, but never rushed. She was personable and sincerely kind.
- When I couldn’t find my Marriott number, she offered to look it up for me—graciously, without even a flicker of frustration.
- I asked about the event I was attending, and without needing more details, she already knew—because she’d read my reservation. That level of anticipation is rare.
- When handing me my room key, she used both hands. It’s a small gesture—technically a Marriott standard—but one that few people follow. She did.
- Later, she sent a thoughtful welcome text, signed with her name, and responded to my thank-you with a classic: “My pleasure.” No “No problem” here!
These moments may seem small, but together they made a big impression. It’s these tiny touchpoints that elevate a stay from average to unforgettable.
To the team at The Whitley: kudos for hiring someone like Busem, and even more importantly, for empowering her to show up fully and bring her best to every interaction.
In short, I thoroughly enjoyed my stay—and it was entirely because of Busem.
Great service isn’t about grand gestures. It’s about being thoughtful in the moments that matter. And at The Whitley, those moments were delivered with care.