I spent last week at the Four Seasons Hualalai. We go there every year, typically in September. The staff at the Four Seasons is incredible. I don’t know how, but they always remember our names (we may be on the problem guest list). They are genuinely happy to be working there, and can solve any problem. You know you’re being treated well, when people come to your beach chaise to clean your sunglasses.
I’ve truly become the angry old person/high maintenance guest. We stay in the Palm Grove, which is the quiet zone. It’s very zen and peaceful. A couple of days into the trip a few really annoying people sat in the pool drinking and shouting about football and SDSU. The next day, we saw the same dudes playing golf and blasting rock music from their golf cart. Not good form.
A few days later, a group of doctors for a conference acted like the Palm Grove pool was Fort Lauderdale at spring break. Okay, I know this sounds jerky, but after doing everything possible to cancel the noise, I called the front desk and asked for some help. Security showed up and they either lowered their voices or all went back to their rooms to pass out.
Later, I felt bad when I was told they were cancer doctors. They’re saving lives and I’m cranky that they are having fun in the pool.
I decided that this was simply the way of the world. Those times of good manners were a thing of the past. I was the problem and needed to accept change and get over it.
But, I was wrong. The next morning two senior managers tracked us down in person and apologised. Boy, did I feel dumb. I was truly amazed. You’ve heard me say before, follow the three “R”s with clients when something goes wrong: Recognize the problem, express remorse, and resolve it. They did that. If it were me, I’d be scared to talk to me. That old uptight white guy is complaining about the noise. How fun can it be to talk with him?