Traveling with kids can be hectic, and they sometimes need help sleeping when they're not in their own beds. Many parents will allow their children to bring a special stuffed animal, blanket, or lovie on the trip to help make things more comfortable. This can make the whole experience much more pleasant for everyone involved. But if that special something is left behind at the hotel, a dream trip can turn into an absolute nightmare.
Katia Diaz, general manager at the Holiday Inn Express Richmond I-64 Short Pump Area in Virginia, knows exactly how important it is to care for guests and their most precious belongings, and when her staff learned that a little boy had left his stuffed puppy behind, she and her crew saved the day. The child's father told People it was an "amazing display of humanity."
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This was a special pup.
The boy's dad, Michael, who posts on X as @EODHappyCaptain, tweeted that his son left his dog behind, and staff at the hotel group, IHG Hotels and Resorts, said they would mail it to him. The father was relieved to know his son's special buddy would make his way home, but he had no idea the surprise the hotel had in store.
The little puppy went on an adventure of its own.
Michael received an email from IHG Hotels & Resorts with a message and some pictures of his son's puppy on his own mini vacation.
"To start his day, he spent some time with us at the front desk. He did an amazing job and all the guests loved him. He was the Star of the show and always so friendly and polite," the message from the staff read in part.
It included photos of the puppy having a great time working out, enjoying a snack, and even doing some laundry.
Hotel staff were thrilled to reunite the little boy and his special friend.
Diaz explained to People that exceptional customer service doesn't end when the guests leave the hotel.
"Our team sprang into action once we learned there was a missing toy puppy left on property," the general manager said. "We located the lost stuffed animal and arranged for it to be returned."
She added, "To help their son feel better about being without his friend, we had a little fun and shared photos of the adventure the toy pup had during its time with us."
Michael was overcome by the hotel's commitment to customer service.
He told People hotel staff went above and beyond for his son and that he was extremely impressed.
"He was really upset that it was missing as it's one of his favorite toys," he told the magazine. "The message changed his outlook on the situation. He was so happy to see how much fun his snuggle puppy was having and wanted me to read it over and over so everyone could hear."
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The gesture impressed a lot of people.
Michael's post went viral, and hundreds of people commented.
"This is amazing. I was considering @IHGhotels for my New Orleans trip but I'm definitely booking there now," one person wrote.
This type of customer service is why people stay loyal, such as this person, who wrote, "I left my contacts and medication at the extended stay in Silicon Valley. They overnighted everything to me. I was surprised."
Someone else had an interesting take: "Some things never change, the 'little things,' a little time invested in kindness, go a really long way. Well done to the team at your hotel! This is how brand loyalty is built. One customer at a time."
This is just happy and wholesome and we need more of it.
"This post made my day. It's always the little things!" another person chimed in.
