The hotel W Barcelona prides itself in going way beyond the bounds of normal customer service in order to satisfy the needs of the most demanding customers during a visit to the second city of Spain. The hotel has a “Whenever Whatever” service as well as a department responsible for producing “Miracles” and “Wow Moments”.
The “Whenever Whatever” service is often requested by guests looking for different and original ideas as “gifts” to impress their friends or partners whilst visiting Spain. One of the recent ideas organised by the W Barcelona was to hire a catamaran in the port so a guest could spend the day out on the sea with his girlfriend, then pretend that the engines of the boat had failed and be rescued by a helicopter during the wonderful Mediterranean sunset. It all cost the guest 4,000€, but his girlfriend was delighted with the surprise adventure.
According to Vincenzo Santamello, manager of the department of “Miracles” at the W Barcelona, “We love to organize innovative and original things for our guests and we want to be remembered for our attention to detail. We recently had an Italian guest who did not like our coffee and so we simply bought in her favourite brand especially for her”. Anything can be organised that stays within “legal” limits. The hotel will do its utmost to organise a solution for any guest who has the means and is willing to pay to fulfill their fantasy. Santamello went on to tell the story of a guest who wanted to organise a swim in the sea with sharks for his wife. “We never say no because the challenge is to find a solution that satisfies the guest’s demands. So the next day a swim was organised with the sharks at the Barcelona aquarium. The price for fulfilling the wishes of the guest was 6,000€.
Pamela is the member of staff responsible for organising the “Wow Moments” at this Barcelona hotel. According to her the Wow Moments could be anything from inventing original welcoming gifts for special guests, “Recently we prepared a chocolate record for a well known DJ” to preparing a tricolour foam bath. Romantic nights for men who want to propose to their girlfriends are also in demand. After several interviews with one of the hotel guests who intended to propose to his girlfriend Pamela had one of the hotel’s two Spectacular Suites specially decorated to his girlfriend’s tastes and had a special dinner prepared. Then, after dinner, the guests walked out onto the balcony and the hotel had organised a reflection over the sea asking “Will you marry me? The proposal was accepted in a bath of chocolate. Pamela said she was proud to have played a part in preparing such a great “wow moment”.