Over the past generation there has been a marked decrease in customer service in all aspects of retail and service industries. In pursuit of profit, personal attendance has given way to an almost self service attitude much to the detriment of the customer experience, but that was not the case from the moment I entered the doors of the Doubletree Hotel by Hilton in Reading, PA. Within the first 5 seconds, not only was I greeted warmly by two members of the staff, Christine, who isn't a bellhop, assisted me to the front desk with my bag. There Randall greeted and swiftly checked me in while explaining the amenities and wrapping up with asking if I would like a warm cookie. Sure I thought to myself; like I'll be able to find those, but saying aloud, "Yes, thank you." Much to my surprise and delight, with a smile he immediately placed 2 delicious warm cookies in front of me!
That action told me that they really wanted me to have that cookie. I was so impressed with my visit and I hadn't yet been there for even 5 minutes. But it didn't stop there. As I waited for my spouse to return from parking, for my comfort, Christine assisted me to one of a few beautifully appointed seating areas. The lobby was fresh, eye catching, and so clean you could smell the cleanliness which didn't stop there.
Our suite was amazing: again very tasteful and well appointed, spotlessly clean and with all the amenities you would want in an overnight experience. In addition to the nice sitting area complete with huge tv that sounded like surround sound, it boasted a small wet bar area, and breakfast nook. The bedroom was cozy, romantic and inviting, the bathroom looked like and was deck out like a spa and it even had a separate water closet, which is rare and priceless. There was a sweeping wall of windows that overlooked the city and the arena right across the street which looked quite pretty at night. It was as if somebody asked me what I felt was the perfect hotel experience and then added a few more amenities just to make sure it was absolutely perfect. They offered free shuttle service to the local dining facilities in the area, however we were so taken with the the staff and environment that we canceled our plans to go out for dinner and instead chose to keep the money in the hotel. This turned out to be another wise choice because again the staff's service was impeccable and our dinners from appetizer to entree were great. There was no room left for dessert which was sad because the Apple Pie looked amazing, but next time we'll know better.
And that pool! As I swam in the best indoor hotel pool ever I was calculating in my mind how much it would cost to set up residence in the establishment. I really did not want to leave. Attention to the smallest detail was evident here as well and I pictured my friends and I having tea and playing Scrabble in this beautiful, calming, understated yet elegant environment.
I will never forget how clean the hotel was, not perfumey, CLEAN the hotel looked and smelled, even in the elevators. And when I was reluctantly packing to leave I noticed another thing. The hotel had passed the white socks test. I always wear white socks while traveling and inevitably walk around on the carpets. In most hotels just from a few hours of padding around my socks get dirty sometimes frighteningly so, but at the Doubletree my socks were so spotless I showed them to my husband because recently we were at a rival hotel and my socks were so filthy that I contacted corporate when we returned home! The clean is real at this Doubletree, folks! Checking out was difficult only because I didn't want to leave but again the front desk made it as pleasant as possible, and they offered me another warm cookie and bottle of water, and again asked if there was anything else they could do for me. As I was exclaiming how wonderful my stay was, the General Manager walked around the corner and introduced himself. He obviously took pride in his establishment and his team clearly love working with him and I can see why. Craig Poole is a funny friendly gentleman who undoubtedly takes pride in his work and especially takes pride in his team whom he lavished with praise. I really can't remember the last time I've observed an entire team anywhere so genuinely pleasant, competent and totally committed to the ultimate guest experience but here it is. If you crave the days of years gone by where the customer was king, go to your computer and place your reservation at the Doubletree in Reading, PA, for a bit of the royal treatment. Book an early dinner at their Cheers American Bistro before catching a show at the Santander right across the street. It's the ultimate date night. #Doubletree #DoubletreeHilton #besthotel #best hotels #Santander
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