From the moment two newlyweds arrived at Andaz Peninsula Papagayo Resort, Fabio, a hotel host, immediately sensed something was wrong. One of the guests was on the verge of tears, so Fabio tried to cheer her up by explaining how much fun she would have in Costa Rica.
Despite his best efforts, Fabio was unable to lift her somber mood.
Soon after, Fabio was left alone with her husband, who then explained the real reason why his wife was so upset. It turns out that the couple was not able to celebrate their wedding as planned because of a violent storm that rolled through their venue and destroyed the entire wedding set up.
Armed with this new information, Fabio found Sergio, the guest services assistant manager, to figure out how they could help the disheartened couple. Sergio realized that no amenity would cure the couple’s frustration, so he came with up an elaborate and personalized solution—another wedding. Sergio and Fabio quickly went to work to turn a bittersweet honeymoon stay into a full-blown wedding surprise.
Sergio and Fabio wrote up an email with their ideas to recreate a wedding celebration and sent it out to the entire Andaz Papagayo team. Sergio and Fabio’s colleagues replied with several more ideas to celebrate the couple’s marriage, and within two days the entire event was planned. The celebration included a ring exchange, pictures of the couple, a photographer, private band, champagne, chocolates, a ride around the property with dozens of colleagues throwing rice, and even a complimentary couple’s massage.
The couple later wrote a thank you letter to the team at Andaz Papagayo saying, “My wife and I will never forget the efforts of Fabio and Sergio, and we are so very appreciative of the entire staff for participating in it. I travel for a living. I’ve stayed at over 25 hotels in the past couple of years, and I’ve never seen or even heard of a hotel putting together anything remotely close to what the Andaz Papagayo did for us. I cannot thank you guys enough, and I will stay at Hyatt everywhere, all the time.”
Fabio and Sergio worked effortlessly to provide a couple with a personal and once-in-a-lifetime experience and in return, gained lifelong Hyatt guests.