We Wow

Grenada was struck by a rare ice storm that confined not only our guests but also our staff in the hotel for an entire week. The roads were impassable, and travel was all but impossible. We could not even walk across the parking lot without sliding down because the ice was so thick. Our maintenance man, Joey, used his personal 4-wheel drive vehicle to get much needed supplies and staff into and out of the hotel. During this time, one of our guests was without necessary medication due to the unexpected stay. Joey was able to help him get to the pharmacy. Joey delivered a really life-changing WOW for this guest even though he’s not in a traditional guest service role. Both Sunray and Hilton recognized Joey for his heroic efforts. To him it was just another day on the job, but this is what Sunray culture is all about!

This place is my safe place! And thankful to have a place for self-care! I love every staff member because they are all helpful and supportive! I definitely recommend that others join their membership to save money! This place serves ME really well!

While waiting for a bed to open, a guest named Jamie approached Alexe’ to brag about the Hammond team. She shared how every visit is met with sweet, attentive service and top-tier customer care. As a nurse for hospice patients, Jamie said that coming to this location truly makes her day—and that’s all thanks to the incredible team behind it. Thank you to the Hammond team for consistently delivering service that not only meets expectations but lifts spirits. Your impact goes far beyond the walls of the salon!

At Old Metairie, a guest's daughter called to schedule a massage for her father’s birthday—something he would never do for himself. He had spent years caring for others, including his late wife and best friend, both of whom passed from cancer. Jasmine Marshall made sure his experience felt special from the moment he arrived, taking the time to connect with him during the intake and helping him feel truly cared for. The team ensured a signed birthday card was ready for him, adding a personal touch to his visit. After his service, he was moved to tears and said he would never forget the kindness and special treatment he received that day.

When a stressed husband came into the salon last minute searching for the perfect birthday gift for his wife, Averi Fulton stepped in with patience and creativity. She pulled up the wife’s account history, helped him select her favorite tanning level and lotion, added a personalized note from the PBT team, and even included a free upgrade for her next session. The guest returned the following week, beaming, saying it was the most thoughtful gift she’d ever received. She used her free upgrade and was so impressed, she upgraded her membership the same week. Averi didn’t just help a guest; she created a moment that truly mattered.

I have traveled to all 50 states & 58 countries in my life, countless nights in hotels & have NEVER met a more gracious, cheerful, kind & courteous staff. Never! From the front desk to the chef to the cleaners to the maintenance people. Clearly, you have a competent leader & a culture in this hotel that rivals anything I've ever seen. Don't change anything! Nothing! Whatever you're doing is working & needs to be replicated throughout the entire Hilton company. The CEO of Hilton needs to go undercover and visit this hotel in disguise, and watch what happens....

Rebekah Updike exemplified what it means to serve with HEART through an incredible act of compassion and empathy. When a customer walked in visibly upset and on the verge of tears, Rebekah didn’t hesitate to pause, sit with her on the couch, and truly listen. She gently talked with the guest and learned that her beloved dog had passed away that very morning. Rebekah sat with her as she shared memories of her furry companion, offering genuine comfort and a shoulder to lean on. Her willingness to support others in their most vulnerable moments is a powerful reflection of HEART in action. Thank you, Rebekah, for always showing up with kindness and for going above and beyond to care for others.

Kaleah Robin received a call from a guest booking a weekend stay to celebrate their first wedding anniversary. At the end of the call, the guest asked if there was any way their stay could be made special. Kaleah didn’t hesitate—she went above and beyond to create a memorable experience. She ensured the room was beautifully decorated, complete with a bottle of wine, a set of wine glasses, and an anniversary card. The guest was deeply touched by the surprise and grateful for the care and attention Kaleah put into making their celebration unforgettable.

Brady Brabham showed true HEART this Sunday by stepping up in a simple but meaningful way. As rain poured down, Brady didn’t hesitate to grab an umbrella and personally assist guests entering and leaving the building, making sure they stayed as dry and comfortable as possible. For those who did get caught in the rain, he thoughtfully offered hand towels to help them dry off. It’s these small, thoughtful gestures that leave a lasting impression and show guests how much we care. Thank you, Brady, for going the extra mile and showing what great service looks like—rain or shine!

Angela Saxon recently delivered exceptional service that truly reflects the spirit of hospitality we value. While assisting a visually impaired guest at check-in, she immediately recognized the need for extra care. Without hesitation, she personally guided the guest to their room, describing each step along the way. Angela unloaded the luggage, wheeled it to the room, and described the layout, pointing out key features like the bed and light switches. Her patience, empathy, and attentiveness turned what could have been a stressful arrival into a smooth and reassuring experience. Angela’s small act of kindness made a big impact. Thank you for leading with HEART and setting the standard for truly WOW-ing our guests.