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Small Actions, Big Results

Emotions run high in difficult situations like Hurricane Irma. For one guest at the Courtyard by Marriott Orlando Lake Nona, finding the right accommodations for her elderly mother proved frustrating, but quickly turned around with the help of the hotel’s associates.

Booking an elderly-friendly room was no issue, but upon arrival to the room, the daughter noticed the bed was too high for her mother to easily get into and the couch was too low and deep to easily stand up from.

The daughter went down to the front desk, clearly frustrated with the situation and exhausted from the evacuation. The associates quickly eased her concerns about the room, ensuring they would make their stay as comfortable as possible.

Associates removed the bed frame leaving the box spring and mattress, lowering the bed about 12 inches and allowing the guest’s mother to easily get into the bed. They also brought her a selection of chairs to choose from as an alternative to the couch. The selected chair was then moved into the bedroom so she could sit comfortably and watch TV for the duration of her stay.

Said the Aunt’s nephew, who shared this great story: “While most people may credit the superior customer service to ‘a community banding together during a time of need,’ I truly believe the staff was genuine and accommodating on their own and acted in such a remarkable way without the caveat of a natural disaster.”