Guest User
May 31, 2024
My experience at the Villa Monticello began even before checking in. I read an article in a travel magazine and it sounded like the perfect place to stay for our first trip to Ghana. The hotel’s online reservation system kept kicking me out. Out of frustration I made our reservation with another hotel. A few days later I received an email from the VM Assistant GM Frank asking how he could help. After informing him of our online reservation issues Frank managed the process personally to ensure that our reservation was completed. His attentiveness to meet our requirements was exceptional. We immediately cancelled the other hotel reservation. I’ve stayed at the Four Seasons, The Ritz Carlton and St. Regis hotels. I thought that the service that I received was top notch until our six day stay at VM. Our room, the Marrakesh suite was superb. The VM staff are what set it apart. From the front desk staff, drivers, security, restaurant and housekeeping staff treated us like we were the only guests on the property. It is no doubt the VM is the recipient of so many awards. VM staff of note include Ocbel, Ese, Irene, Linda, Michael, Evant. I’ve worked in the hospitality industry for 15 years and have been providing service to customers for over 25 years. This is some of the best customer service that I’ve experienced. This hotel has truly created and embedded a customer focused culture. Not an easy feat. Congratulations to the senior management for making a commitment to service excellence.