We received an email from our guest Ricky, a Colonel in the Air Force. He was traveling with his family and they chose the Staybridge Suites Las Cruces, New Mexico, as their hotel destination. They had a great stay, but upon their departure a very devastating thing happened. Here is the story in Ricky’s own words:
“We had a fabulous stay to include both dinner and breakfast for my family which was complimentary on you guys. Your front staff was extremely friendly which always sets the tone for your establishment. We checked out on Thursday morning and headed home to San Antonio. Just on the other side of El Paso our 3 year old son asked where was his blanket (“bankie” in his words). We quickly realized it was left in the room, and already 100 miles down the road there was no option to go back. My wife called the hotel to ask if there were any options or could anyone help us out. My wife spoke with Ms. Melissa Ochoa who was unbelievably helpful, and being a mother herself understood the importance of a small blanket for a 3 year old. She stated “I will take a look and send it to your address…if you don’t hear from us, that means we found it and will be on its way.” We both had a sigh of relief, yet in the back of our minds were still curious if “bankie” wouldn’t end up in a trash can in Las Cruces as his final resting place. I had no idea the impact it would have on my son as he spent the next 2 nights having a hard time sleeping. Low and behold, “bankie” made his appearance on our doorstep 2 days after our departure, and to the extreme excitement of my son. My son has slept through the night every night since.”
The whole family was so appreciative of Melissa and her kindness and the speed to which she sent the blanket. Ricky said, “She was amazing from the time my wife called until the time “bankie” showed up, and she didn’t stop there. Included in the package was a personal note from Ms. Melissa Ochoa stating “I”M HOME =)” which dearly touched my son.”
Seeing this email brought tears to Melissa’s eyes. Later, she stated, “I know that my children can’t sleep without their blankies, so I didn’t even think twice about finding and sending it. I just knew we needed to get this blankie home to the boy ASAP.”
Thank you, Melissa, for going above and beyond in customer service. We are grateful to have you as part of our Staybridge team!
Audrey Valdez is the Director of Sales at Staybridge Las Cruces, NM. She has been working in the hospitality industry since 2003 and recently completed the Certified Hospitality Sales Professional (CHSP®) which is the most prestigious certification available in the hospitality industry. The American Hotel and Lodging Educational Institution requires one to have many years of education and experience in hospitality to even take the CHSP® exam. Needless to say, having this certification sets Audrey apart from others in her field as a professional of the highest quality.
“Globally recognized, the CHSP® is a highly respected professional credential that validates your advanced knowledge in the hospitality industry. It is an honor awarded to lodging professionals whose leadership and managerial abilities are exemplary.” (The American Hotel and Lodging Educational Institution, 2014).
When asked what made her choose the hospitality industry Ms. Valdez stated, “ It is the interaction with the people and being able to give a guest a great experience!”
Congratulations Audrey! We are so pleased that another one of our professionals is setting the bar so high.
The hotel business is interesting because it takes a lot of “invisible” people to make it work. Like most businesses in the service industry, all the work is done behind the scenes and what’s seen by the guest is the final product. Therefore, we do not expect guests to say “thank you” because we are happy to do it whether it’s acknowledged or not. We truly want our guests to have the best experience possible at our hotel especially since it’s many of our guests’ home away from home. However, it is so wonderfully encouraging when the hard work is acknowledged, like in this email we got from one of our lovely guests:
“Thank you so much for everything the Staybridge Team has done to make this event a success. As you may know, hotel accommodations play a major part in the attitude of the team which contributes to how well they perform. Your attention to the little details and concern has not gone unnoticed. “-Rose
Thank you, Rose, for brightening the staff’s day at Staybridge Suites.
Staybridge Suites Las Cruces, NM wants to thank Rich L for sharing his 5-star experience!
Excellent Especially if You Need a Suite
Traveling with my daughter and her friend, we either needed a suite or two rooms. The two BR suite was perfect. Each room had its own bath and TV with a common area and a small kitchenette. Room was very clean. “Hotel” breakfast was very good. Server kept everything well stocked and clean. Lot of little amenities throughout the hotel IE: pool, hot tub, laundry, massage chair. patio grill, safe in room, real china and metal utensils. As stated earlier from others, parking is somewhat of a challenge. I would return. -TripAdvisor by Rich L (Ruidoso, New Mexico)
“Hi Rich L, Thank you for feedback and for giving us a 5-star review. We always appreciate our guests taking the time share their experiences with us. We are glad to hear that our suites, breakfast, and amenities were a perfect fit for you, your daughter and her friend. We look forward to seeing you the next time you visit Las Cruces. Thank you again for choosing to stay with us. Sincerely, Hotel Management”
See more TripAdvisor reviews for Staybridge Suites Las Cruces, NM today!
Visiting Las Cruces, New Mexico?
Call today and make your reservations!
“Good: breakfast, Room Cleanliness, Social Evening Reception, Amenities, Recognition for IHG® Rewards Club Members, staff”
“Stayed here one night traveling from AZ to Florida. Something is magically perfect about this Hotel — even down to where they place waste baskets in the suites. Everything is right where you would want it. No detail to comfort is overlooked here. The Staff is adorable. Rooms are terrific. Food is great. This Hotel is an Oasis in Las Cruces, NM.”
Posted on on 1/7/14
by outletmallgal (Fort Lauderdale, FL, USA)
Thank you outletmallgal for taking time to write such a positive review!
We are excited to see you soon!
Staybridge Suites Las Cruces, NM
On a recent family vacation, my 11 year old daughter left one of her brand new shoes in our room and your wonderful housekeeping staff found it and Eric Hill from (front desk?) called me and shipped it back to us. This location was the best hotel we stayed in during the vacation…customer service done right! Big thanks to all your team for helping make our holidays better…Thanks, the Clarks- Spring Branch TX – Check out 12/27/2013
Staybridge Suites Las Cruces wants to congratulate their newest family members, Yonseili Flores and Eric Hill!
Yonseili Flores has been the new AGM at Staybridge Suites Las Cruces for the past six months. She graduated from the HRTM program at NMSU in December 2012 with a minor in Business Administration and Marketing. She has worldwide experience from studying abroad in Quitos, Ecuador, Brussels, and Belgium. Yonseili communicates well with our guest as she knows how to speak Spanish, Portuguese and English. She loves food, baking, traveling, winter, and rainy days. She also dreams of being a General Manager one day!
Eric Hill is a New Mexico native who has worked in the hospitality industry since he was sixteen years! He is a natural, and has experience in working with an independent lodge and health spa. He has been working at Staybridge Suites Las Cruces for almost four years as a guest service representative, and has been thriving as a Sales Manager for the past four months. He loves traveling, experiencing new restaurants, shopping, and dreams about becoming a Director of Sales in the future.
Welcome to the Straybridge Suites Las Cruces Family!
Thank you again Yonseili and Eric for all your hard work! You have made the Staybridge Suites Las Cruces team stronger!
Audrey M. Valdez, the Director of Sales at Staybridge Suites, Las Cruces was awarded at the Homecoming recognition breakfast by the School of Hotel, Restaurant, Tourism and Management. As an alumnus from the University of New Mexico she was awarded because of her genuine service to this university and community!
Great Job Audrey! We are so proud of you!
All Departmental Alumni Honorees
Agricultural Economics and Agricultural Business: Dr. Garrey Carruthers
Agricultural and Extension Education: Robert Booky
Animal and Range Science: Dr. Ed Sceery
Entomology, Plant Pathology and Weed Science: Dr. Andrine A. Shufran
Family and Consumer Sciences: Dr. Sue Williams
Fish, Wildlife and Conservation Ecology: Michael Montoya
Plant and Environmental Sciences: Dr. Jennifer Ryder Fox
The School of Hotel, Restaurant, Tourism and Management: Audrey M. Valdez
Audrey Valdez, and Eric Hill, General Managers of Staybridge Suites, Las Cruces, visited Spaceport Americans, a new attraction in Las Cruces, New Mexico. As they enjoyed the tour they were asked to be interviewed by KRWGnews! Way to go represent Audrey and Eric!
See their interview below.