Shrek Chimichangas

I would like to report a team member that created a beautiful and magical Hilton moment for a family that was vacationing at the Hilton in Cancun.

Approximately at 9AM, Paola from the front desk came to see me to report a guest complaint. A guest was complaining about the fact that our pool was green and that he was not going to allow his 3 children to go into the pool (at that time, we were in the process of cleaning our pool).




I went to our restaurant to meet the guest, who was having breakfast with his 3 daughters, and we talked about his concerns and he explained that he comes to Cancun every 3 months, from China, to see his daughters and this time he was very disappointed and was considering not to come back to the Hilton Cancun again due to the conditions of the pool.
As he was telling me this, his daughter told me that she was, too, very disappointed because we did not have "chimichangas" in our breakfast buffet. To be honest with you I didn't know what is a chimichanga and when I asked his father told me that they just went to see Shrek and they were eating chimichangas ( a tortilla with beef) in the movie. (I thought that it was a surreal food) After talking to them for a few more minutes, I left the table, promising that we were going to work on the condition of the pools.
On my way out I found Chef Samuel Gonzalez (Sammy) and I told him about this guests. I told him that they were extremely upset and already thinking about not coming back to the hotel. And I said something like: Even his little daughter complained about the lack of "chimichangas" in our buffet. She just loves Shrek!~ My surprise was when the guest and his 3 daughters came to my office and gave me a HUGE HUG and kissed me. The guest looked SO different from the last time I saw him. And he said " WOW!!! I don't know what was I thinking when I say that I wasn't coming back to your hotel!!!, I will be here next time, next year and every vacation that I have. You guys are the best" I was so surprised that I asked him what changed his mind and he told me that once I left the restaurant, they were having breakfast and Sammy (remember the chef that I saw on my way out?) brought a huge plate with..CHIMICHANGAS!!!! his daughters just went off and started laughing and screaming and clapping. They were absolutely thrilled with the gesture and felt like Fionas I am still impressed with what Sammy did. We could have lost a guest and he changed the game and made us win a Hilton Family member FOREVER!! Gracias Sammy!!!