Four Points by Sheraton Phoenix South Mountain

In my homework for this review, I found when visiting Phoenix, there's only 2 hotels in brand I stay as often. I chose Four Points SM 23 nights this year, over a 100 in the last 4. Truthfully, I should've submitted numerous glowing reviews, but somewhere between laziness and a busy schedule, I never have. Unfortunately, what compelled me to write today wasn't a great experience at all, but a terrible one. I would've listed many reasons to stay- wonderful prices, frequent specialspacious suites, its quiet, peaceful atmosphere. I'd mention it’s perfect for a family’s local “staycation, I’d certainly describe friendly service at the restaurant, the helpfulness of housekeeping, the efficiency shown at the front desk- and all of them would’ve been true. My last stay was terrible, and I imagine equally unpleasant for the staff. In particular Jarrod, whose performance inspired this review. We’ve met often- him, working late hrs of the night, me- getting off a late flight with lost luggage, ambling half asleep to the lobby in search of a snack. He always presented himself as efficient and professional, typically seeming at his best when I was at my worst. Unfortunately, when you stay somewhere enough, eventually somethings bound to go wrong. That night, Jarrod displayed his usual decorum- what went wrong was no fault of his. There was nothing wrong with the treatment I received, my accommodations, my reservations, or anything the hotel did at all. My stay was wrecked by the embarrassing, intoxicated behavior of a visitor I had. Causing a dramatic scene, their behavior made staying on property impossible. As my guest, it was a mess I'm ultimately responsible for. To complicate things, I was in Phoenix for work- required attendance at a conference prevented me from handling it myself. These circumstances left Jarrod in the unenviable position of balancing the treatment of a guest with hospitality, while enforcing policy and order. Out of thousands of people I've employed over the years, I cant count 20 I'd trust to handle the situation Jarrod dealt with, and not one I think would’ve managed it better. From his phone etiquette, to his in-person communication, I can't think of an improvement for how he navigated an impossible situation. I can't tell you the name of the general manager. We've possibly met, maybe I've never had the pleasure. I can promise one thing for sure: for considerable time, they've shown a consistent talent for recruiting and hiring exceptional candidates, training new hires in customer service with lasting effect, or both. When you stay somewhere 100 times, it's safe to assume most the experiences were positive. When things go right, good service is kind of expected. Diplomacy isn't truly tested til things go wrong, and the uncanny grace Jarrod showcased in my last stay left a lasting impression. I'd like to thank him, and apologize formally, to him, his manager, and the whole staff at Four Points South Mountain. If asked today, “whats my reason for staying?”, my reasons above still hold true, with one addition: “The staff maintains excellence and professionalism, even when you do not”.