After a 10-hour long-haul flight with my family and 3-year-old son, I asked for an early check-in. The front desk initially said they would try if possible, but when an upper management lady got involved, she spoke in a surprisingly rude way and made it clear that the fact I had a toddler and had just come off an overseas flight didn’t matter at all.
Luckily, when I tried again at reception, Nicole Young helped us. She explained everything politely, showed genuine care, and arranged a room for us as quickly as possible.
This experience showed me one thing: in hospitality, it’s the people who make the difference. Nicole Young truly represents what good service should look like — professional, kind, and empathetic.