Guest User
November 6, 2021
We were stranded at the airport in Elmira along with all the other passengers left on their own by our airline after being diverted from Niagara Falls due to weather. It was about 10pm when we all were told we were on our own so most everyone frantically started attempting to locate accommodations and transportation. It was cold, rainy and nobody from our plane seemed to be familiar with this small town. Here we were stuck, luggage in hand with nowhere to go and no way to get there. Fellow passenger's were reaching out on cell phones to the local hotels and taxi companies with varying degrees of success. Mostly no vacancies and no transportation. We searched trip advisor for the highest rated just to make sure whatever we could locate would be something worth the expense and trouble as well as something close to our location at the airport. We opted for the Hilton Garden Inn Elmira/Corning, Horseheads, NY 14845 and did we ever get lucky? The young lady answering the phone identified herself as "Amy". She was so friendly, professional, courteous, knowledgeable and helpful. We struck gold. Such a great personality with a smile you could see through her voice on the phone. It was now almost 11:30 at night. She not only promised us to hold a room until we could arrive, she also called 5 different taxi companies, (three were closed) the other two were overwhelmed by our other passengers seeking the same and we had no luck whatsoever with being able to get a Uber or Lyft driver to respond. She called us back to check on us a couple of times to make sure we were okay. She provided us with the last restaurant that was still opened at that our for delivery and allowed us to have food delivered to the front desk until we could arrive. The service she provided was over the top. Back in the day, a long time ago, I taught customer service to Westinghouse sales employees and there was nothing I could have taught her. She was fantastic and when we finally arrived at the hotel about midnight she and her co-worker "Lee" could not have been any more helpful, professional or courteous. They should both be commended for the services they provided. We have stayed at many Hilton Garden Inn's but this ones staff was by far the best we have encountered. The hotel was very nice. It was well organized, laid out nicely and appeared to be very clean. There was another staff member that was cleaning the lobby area when we arrived that was also friendly but unfortunately I can't recall the name. The room they assigned us was on the fourth floor and very quiet. When we opened the door we were very pleased to find it in the same condition as the hotel. Very well appointed, organized and clean. Beds were very comfortable as were the pillows. Bathroom was nice sized with an excellent shower with great water pressure. Comfort, Cleanliness and a nice Shower is always nice but this was exceptionally nice after being stuck in two airports and a pretty long flight. Even though we lost