Ritz Carlton’s Customer Service Goes Viral

I read a customer service story about how the Ritz Carlton staff in Amelia Island responded to a father who called regarding his son’s lost stuffed animal, a giraffe name Joshie.  It was such a heart warming story and frankly, I was a bit surprised because my two limited experiences with the Ritz, although very elegant with great customer service, would have never made me expect the warmth and tenderness of their actions.

The Boston Ritz Carlton

My first experience with a Ritz Carlton is from my late teens when I lived and went to school in the Back Bay area of Boston.  My friends and I would occasionally treat ourselves to high tea at the Ritz.  It was such an elegant place and we felt like “adults” stopping at the Ritz for tea.

San Francisco Ritz Carlton

My most recent experience was this past November when my family stayed at the Ritz Carlton in San Francisco to celebrate my father’s 80th birthday.  The rooms were beautiful and I loved the lobby with beautiful furnishings, floral arrangements and the fun fortune cookie table (the Ritz was located near China Town).  Did you know the fortune cookie originated in San Francisco in 1914?

A Stuffed Animal Named Joshie Becomes a Star

Chris Hurn wrote his story in the Huffington Post about his amazing experience with the Ritz.  His wife and two children vacationed at the Amelia Island Ritz Carlton.  When they returned home, they realized that their son left behind his beloved stuffed animal, Joshie.

The father called the hotel and they found Joshie.  The father then asked if they wouldn’t mind taking a picture of Joshie by the pool and sending it back with the giraffe for his son.  This loving father told his son that Joshie needed an extended vacation.

The Ritz didn’t only take a picture by the pool but sent Joshie back to his owner with a photo album, depicting his extended vacation.

Joshie wearing shades at the pool

Joshie getting a massage at the spa

Joshie helping out with the security cameras

Joshie driving the golf cart on the beach

Joshie hanging out with his new friends at the Ritz

This story warmed my heart.  This my friends, is OMG customer service above and beyond!

Please share your favorite customer service story!