NestorBravo

What do you do when a guest has a dental emergency and comes to you for urgent help? But it's a Good Friday holiday and all dentists are closed, not only for the day but for five other consecutive days. 

There was one regular guest, Keith from Edinburgh, who complained that day to the hotel manager about a dental emergency. A cap on one of his teeth had come off, causing him serious problems when eating. As already stated, the next possible appointment with the dentist was in 5 days!  A

Nikos, the manager, however, had a game-changing idea. He personally phoned his dentist and politely asked and persuaded him  to come from Larnaca and open his dental practice. 
He then arranged transportation to and from the dentist to reposition the bridge. Within a few hours the matter was settled, thanks to both Nikos and the dentist.  

Now Keith could enjoy the special dinner with his wife, which he had long promised and arranged for that evening!  What a magic moment!

The story of the Nestor Hotel, Ayia Napa.

How to deal with a dentist emergency on a public holiday

What are you supposed to do when a visitor comes to you the day before departure and asks for help in obtaining valid travel documents. What exactly happened?

It was towards the end of their holiday when a couple of Russian guests, who spoke no other language, informed reception that they their passports disappeared.  The passports had either been stolen or lost somehow, and as they were leaving the next day, they would have to visit the Russian embassy in Nicosia urgently to make arrangements. 
A receptionist (name: Galina Ovcharenko) volunteered to help them and did what was needed and took charge of the case.   First, she clarified things with the Russian embassy, learning what needs to be done, however, the guests will have to visit the embassy in person.

The next morning, in her spare time, Galina accompanied them to help with all the formalities and of course translate where needed. Through her friendly involvement, it was made possible for the guests to get the necessary papers and so fly home!  

That is a great example of going above and beyond the call of duty to provide a solution to a serious irregularity. 

Thank you and very much appreciated! 

Guest lost travel documents one day before departure!

This is a true confirmation of the "paradox of service remedy"!   

The husband of a disabled guest, upon arrival, noticed that some of the expected equipment for people with disabilities was not available, which would have deprived her of much of the amenities she believed were a standards in any hotel. Apparently not. 
He contacted the front desk asking for an explanation and demanding corrective action. The challenge for the hotel was not only the lack of the equipment, it was Sunday and the supplier was in Limassol, an hour's drive away. 

Sotiris (chief engineer), took the initiative to find a solution.  He called and convinced the supplier in Limassol, who was on the beach with his family, to open his shop on Sunday. In about two and a half hours the necessary equipment was ready in the guests' room. Both guests were speechless and very excited to see the equipment she thought she would not have. 

Their anger turned to gratefulness and delight! They never expected that the hotel would go the extra mile with such speed to accommodate their special needs!   

The story was awarded second prize at the Cypria Filoxenia Award 2018. 

Story by Sotiris Ioannou, Nestor Hotel Ayia Napa.

NestorBravo Bravos

How to deal with a dentist emergency on a public holiday

Guest lost travel documents one day before departure!

How to delight a disappointed disabled customer