A Special Touch of Love
On the afternoon of December 6, 2018, Ms Liu came to stay at Banyan Tree Lijiang with her mother and son, booking the Mountain View Suite for her mother to enjoy the beautiful views of the snow-capped mountains. Ms Liu specially chose the second floor so that her mother would have easier access – given she was eighty years old. Despite so, the staircase was still too steep.
While Concierge staff Michael was sending the family back to their rooms, he noticed the staircase was a challenge. He did not hesitate to carry Ms Liu’s mother up the stairs, and even decided to take the time to introduce the view in detail. When Michael returned to his office space, he shared about the situation with the elderly mother with his colleagues and requested for them to pay attention to her.
At dinner, Michael escorted the family and learning how much they liked the hotel's Welcome Drink, he prepared to send a pot to their room, giving the family a nice surprise. When the guests were checking out the following day, Michael took them by surprise with a large bag of jellyfish tea from the local market for Ms Liu. Ms Liu was very moved and shared this experience on Tripadvisor with special regards to Michael, commenting that she would always choose Banyan Tree in the future.