Stories That Stay With You: Beijing
August 30, 2011
Unique and Memorable Moments from the Ladies and Gentlemen of The Ritz-Carlton
A couple from the United States traveled to Beijing with their six-month-old baby girl. This was the couple's first child and they were understandably nervous about traveling with her on a 16-hour flight. They called the hotel before their trip to inquire about babysitting services and the hotel's facilities. When they arrived in Beijing, the hotel gave them a warm welcome to put them at ease. The family was escorted to their room, where the hotel had set up a baby tub with rubber ducks, a baby bottle steamer, milk warmer and a night light for the guests. The hotel also placed a humidifier in the room since the family might not be used to the extremely dry conditions in Beijing. The family was overwhelmed by the hotel's attention to detail.
However, upon arrival, the young baby developed a rash on her neck and body. The babysitter and room attendant came to assist on her day off. She took the initiative to find out the hours of a pediatric hospital nearby. She knew it would be challenging to get an appointment on a weekday with no notice, and found out that if the couple wanted to see a doctor, they would have to wait in line. So, she went above the call of duty and woke up at 2:00 a.m. to obtain a number and a spot in line for the guests. She then waited in line at the hospital for more than six hours. The guests arrived and only had to wait 15 minutes to see the pediatrician. The parents broke down in tears, and were very touched by the babysitter's efforts to treat them like family and the genuine care from the team. Upon departure, they noted that this was their first Ritz-Carlton experience, but definitely not their last.