Yep a huge one - see below content of email sent this morning to General Manager of Renaissance Beijing Capital Hotel:
PearI
I want to relate a story to you regarding 2 of your
FABIULOUS Staff Members – Loyalty Manager Joanna Liu and Head Concierge Gary both of whom combined to save me from a disastrous situation.
I travelled to Tianjin via train on Thu morn Jul 27 – I returned to Beijing South Railway Station early afternoon Thu Jul 27. I waited in very long taxi queue for 15 minutes to get taxi and was delivered back to
RBCH.
Being a foreigner i have no ability to pay taxi with Alipay or Credit Card or similar and can only pay cash.
I pulled my wallet out of my right-side cargo pocket (down side of leg) and retrieved a ¥50 note from inside – I handed the note to taxi driver and he returned ¥5 which I put back in wallet and then I
thought I slipped wallet back inside cargo pocket.
In fact I had missed pocket and wallet was left on back seat as I got out of taxi with the small bag I was holding and closed door. Within 5 seconds I tapped outside of pocket to check wallet was there but it was not.
I immediately chased after taxi who was speeding away from
RBCH entrance and back towards Tianli St – there were no other cars in front of him and he entered Tianli Street and drove away before I could catch him.
I had no booking for this taxi so no record – I stupidly did not collect the printout receipt from driver so no record – I was
TOTALLY SCREWED I thought and would never see wallet again.
I rushed into hotel to seek assistance from Concierge Garry – I thought he may have been able to somehow assist. After asking basic questions like do you know taxi number? No. Do you have receipt? No. OK we will quickly try to look at video feed and see if we can retrieve taxi number from there.
Gary spoke to your security room and within minutes somehow Joanna was alerted to my problem and she appeared on the scene. I was really in a state of frustration and anger with my stupidity but both Joanna and Gary were very calming in the interactions with me and assured me I should relax a bit as there was an excellent chance they could track the taxi through video and retrieve my wallet (not sure they really believed that but it certainly helped) – they suggested I just go to my room and let them handle it which I did.
Within 40 minutes I got a call in my room to say taxi driver had been located and wallet intact and it would be returned to
RBCH shortly –
UNBELIEVABLE -
WOW what a relief.
I spoke to both Joanna and Gary later about the process of identifying the taxi – basically it was like this:
- Video did not clearly show number plate of taxi or which taxi company.
- They could identify me getting out of a taxi due to my size and bright red shirt I was wearing.
- They could not make out number plate clearly – but they thought last 2 digits were 86 or 88 or 80 or 69 or something close.
- They thought they could narrow down to 2 taxi companies and called them with pickup location and drop off location and times.
- One Taxi company identified a trip that coincided with my times and locations and indeed last 2 digits of number plate were 89 – this surely was the taxi.
- They called the number provided by Taxi Company and driver was identified and YES he located my wallet still sitting on back seat of his taxi which he returned to RBCH
What a
WONDERFUL piece of detective work by your 2
FABULIOUS employees – I will
NEVER forget this achievement by Joanna and Gary –
NEVER!
Please personally pass on congratulations and appreciation to both Joanna and Gary?
At your next General Staff Meeting I really would appreciate it if you could relate this story to your entire staff – I have always loved
RBCH but the efforts of both Joanna and Gary in persisting to locate driver and retrieve my wallet is just staggering and has turned me into a
LIFLONG RAVING FAN of
RBCH – I will post this story wherever I can to show the degree
RBCH Staff will go to assist their guests.
and fell asleep and was woken by another passenger shaking me, why ? 
