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Spirit Stories

Spirit Stories are authentic stories of excellence to inform and inspire us. At Nantucket Island Resorts, we are known for our generous nature and we take pride in sharing our guests' experiences.

The Cottages at The Boat Basin

While at The Cottages Office, I noticed your "share your SPIRIT Story" card and wanted to pass on a few things. At check in Cheryl was very pleasant and welcoming since we arrived on the heels of an incoming storm she contacted Randal to assist getting our bags from car to cottage and made it before the rain. We were then greeted with a nice bottle of wine from Graham (who tried diligently to get us a few extra nights but the place was booked solid- good for you!). Throughout our stay Katie at the office was very attentive as was Nelson who gave us a lift to dinner at Cru ans the next morning with our luggage and to retrieve the forgotten phone charger! So as far as this goes in sharing 'exceptional' service stories, I have to say it is a tie with Cheryl, Randal, Graham, Katie, Nelson, Christina, and even Lori in Reservations who put up with a lot of my emails! I hope to return soon!
Thank you Graham and Katie and all the others who made our stay wonderful. We are especially grateful for how pet friendly The Cottages at The Boat Basin are. Our yellow lab looked forward to the treats and all of the special surprises you had in store for him. You do an awesome job of spoiling the dogs as well as the humans!
Bill and I want to thank you again for making our stay at The Cottages such an enjoyable one. As you know, Nantucket is our favorite place to celebrate our anniversary. In the past we've stayed at Jared Coffin House, White Elephant. It's always a special treat to be able to come to the island and we wish we could do it more often. This trip was even more special because it was our 47th wedding anniversary. We decided to try The Cottages and we are so glad we did. You made us feel like we were the only guests you needed to attend to. When we left we felt like we were leaving an old friend. Thank you so much again for everything and hopefully we will be able to visit you again!

White Elephant, Brant Point Grill

Thank you Miguel for your thoughtfulness in making our anniversary brunch a memorable event. We have always enjoyed brunch at White Elephant and will continue to do so in the future. Thanks again!

White Elephant

To Hotel Management, Thank you for all that you did during our recent stay! We had the best time celebrating my Dad's birthday and his first time returning to Nantucket in 47(!) years. My oldest child said he wishes he could stay on Nantucket forever.
We were so impressed with all of the White Elephant staff members. Thank you to everyone for catering to all of our needs! Please give a special thank you to Shawn- my children adored him and looked for him and his van everywhere that we went.
We appreciate all of your help with our trip and hope to return very soon. Thank you very much!

 

Dear Bettina- Thank you so much for your incredible kindness during our time with you all here at the White Elephant.  Hospitality is a business, but my mom has always said true hospitality comes naturally and is a gift.  Your thoughtfulness and consideration of others is clearly genuine.  We so appreciate everything.  Take good care and we hope to see you again in the future! 

The Wauwinet

To Hotel Management at The Wauwinet, During a recent stay at the hotel I was moved by the actions and compassion of your incredible staff. A woman frantically approached the front desk at The Wauwinet. She said her dog was drowning in the bay, and that the dog had latched on to a buoy and wouldn't let go. The front desk and bell team immediately jumped into action. The team arrived to the bayside beach to see a dog clinching onto a buoy, struggling to stay above water. Isaac and Marlon pulled the row boat to the shoreline. Marlon jumped into the boat along with the frantic dog owner. They began to row out. Due to the heavy winds and rough waters, Marlon was making little ground. They were running out of time. The dogs head was now submerged under water. Something had to be done. Isaac threw off his uniform and began to swim out to the buoy. The water was freezing. Just in the nick of time, Isaac reached the drowning Labrador. Marlon finally made it to the dog and he and Isaac were able to lift the shivering and frightened dog into the boat. They had saved his life. The owner was filled with joy. Isaac and Marlon were truly heroes that day.

Jared Coffin House

What a lovely surprise it was to return to Jared Coffin House and be greeted with Prosecco. We were celebrating our 15th anniversary at Nantucket Prime, the whole staff at the hotels was so gracious. Thank you for a great surprise, it really got our vacation off to a great start!
My husband and I visited Nantucket for a few days for our 'babymoon'. Ashley was amazing. When we got to our room we had the sweetest gift waiting- a stuffed whale toy and three baby books. Every time we arrived or left the hotel, she greeted us warmly with a smile and offered us water, tea, etc. She definitely went above and beyond and made us want to come back! My husband says, "She's awesome! She brought us a whale!"

White Elephant Hotel

Leroy took wonderful care of us. He was extremely polite. He is a great asset to your team!!! We look forward to seeing him next year.

White Elephant Village

Sitting on the front porch with our coffee, Carlton arrived with my pajamas and new ankle bracelet in a laundry bag! I had showered and left them on the bed, and had tossed the covers over them. My friend had made the ankle bracelet for me and I would have been distraught to have lost it! Great staff here at White Elephant Village- thank you!
I was visiting with my daughter, plans had changed, so my husband and son were unable to join. But Wayne could not have been nicer and more helpful. We were without a car and even when we needed to go slightly beyond the area of town he would take us, as it was not too busy. Throughout our stay he always went above and beyond to help us out. Thank you Wayne for making our experience a great one!
During my stay I lost a jacket at a restaurant on the island. A wonderful staff member, Florenica, went out of her way to find my jacket and have it delivered to me. She was so thoughtful!

Nantucket Boat Basin

My husband and I are boat owners who have had the great pleasure of staying at the Nantucket Boat Basin and are looking forward to our next visit in a few weeks- our second visit of the summer! We have stayed at many marinas around New England and the staff at Nantucket Boat Basin is far and above the best we have ever encountered. They are friendly, helpful, and courteous- they consistently go beyond the call to help us and they always do so with a smile! Your staff makes all the difference, providing out standing customer service is a rare skill- and you have mastered it! Thank You!
Our time at the Boat Basin was great! Christy and her crew are friendly, helpful and always smiling!! We have vacationed often on the island- this was the first in our boat and our planning, arrival, stay and departure were seamless and wonderful!! Thank you so much! We are already planning our return in September and cannot wait! Kudos to the whole team!! A++

White Elephant

Booked a 7:15pm spa appointment with Melody, this was one of the BEST massages I've ever gotten. She went all in, she is so polite, sweet, super amazing. It was worth it - 5 Stars.

Jared Coffin House

Ashley is awesome. Behind that big smile is someone who really cares about helping enhance the guests' experiences. Not only did she find us seats on a boat to TOPPER'S at the last minute, but she also wrote a heartfelt anniversary card to my girlfriend and I, and included some chocolates and Jared Coffin hats. On top of it all, when I tried to tip her as a thank you, she refused to take it. Ashley is what makes the Jared Coffin House so special.

The Cottages & Lofts

The service and attention to detail at the Wharf Cottages is second to none. As a hotel architect, I stay in 5 Star hotels all over the world, yet every year I return to the Wharf Cottages because the attentiveness of the staff makes it feel like I am coming home. Evadney makes sure everything is always perfect in the flat, with housekeeping coming in when I am at the beach and supplies are always seamlessly replenished. I also love the man who helps with my bags and laundry- he is super nice and friendly. This year, the staff noticed my brand of hand soap was depleted and without asking, they replaced it. The attention to detail is priceless!

Reservations

Thank you Pam for all of your assistance pulling together our itinerary for the weekend! We had such a wonderful time. We had lunch at Brant Point Grill and dinner at TOPPER'S, which was delicious and had a fantastic sunset view to boot. On Saturday lunch at The Chanticleer was also amazing, we sat on the patio and managed to avoid the rain. We spend a little time at Millie's on the west end of the island and then got engaged on the bluff overlooking Maddequecham beach! Dinner at American Seasons was great, After brunch on Sunday, we took a jeep on the beach around The Wauwinet before heading back to NYC. Overall, such a wonderful and memorable trip which would have been much more difficult to plan without your help! Thanks again to you and your team at White Elephant for making the weekend a success. We cannot wait to return!

Jared Coffin House

I would like to thank the team at Jared Coffin House for the welcome surprise when we checked in to our room. The birthday wishes and bottle of champagne were a wonderful touch and were well received by my fiance, Cathy. Cathy does not get out often, as she is raising her grandchildren, so I wanted to make this trip special, and I booked our flight to Nantucket on a small plane. To make a long story short, the champagne went a long way in soothing her nerves! Thank you again!
To the Management of the Jared Coffin House: Dear Sirs & Madams, Maria & John Guarnaschelli are very happy to be returning to Jared Coffin House for a happily anticipated stay this July. We are honored to say we are doing so largely in response to the kindness, sincere care, and splendid courtesy of Ms. Paula Salter. During our stay last year (2014) she in every way made our visit a genuine pleasure. Her management of her position is a perfect example of how an exemplary first class, truly quality hotel should represent itself. We hope you are as proud of her work as we are. And, as we said, we are glad to be back because of it! Hope your summer is great! WOW what a week in Nantucket - PERFECT weather for the first time EVER that I've been going!! Fantastic. And of course all was great,

White Elephant

Katherine greeted us with a smile and helped make our vacation one of our favorite trips ever! This is heaven on earth and can't wait to return for more special memories. Thank you to all the lovely staff at the White Elephant!

White Elephant - Brant Point Grill

Miguel Sandoval & Moisa Andrade - Both were friendly, willing to help, & courteous.

White Elephant Village

We are writing you to commend your Village manager, Tania Jones, whose service has been extraordinary. The issue we faced had to do with my wife Janet's sensitivity to light which was leaking through and around the window shutters. She was being awakened around 5:15 in the morning. Through Tania's efforts and ingenuity, she contrived a system of opaque plastic sheets and temporary drapes which solved the light problem. This was accomplished with cheerfulness and courtesy with true concern for the distress that the problem was causing. Tania is a "can-do" person, problem solver. A great asset to your organization.

White Elephant

We enjoyed our stay at the White Elephant and especially enjoyed the courteous, helpful and professional attitudes of staff members like Leroy, the housekeeping staff, the front desk, essentially everyone we talked to. Hopefully they are well compensated for this level of professional service! I rejuvenate every year at the White Elephant. Your staff is exceptional. Kevin who always greeted us with a smile and always went above and beyond. Rhia so confident and unphased by any request. Sam was so caring, we had two injuries in our party requiring lots of car trips. Last but not least, Graham, who was always at his post taking care of everything!

Jared Coffin House

Ashley: Thank you for your kind consideration on our 50th Wedding Anniversary. Your thoughtfulness made it extra special. Have a wonderful summer.

White Elephant

This is my first SPIRIT Letter. I can't say enough good things about the front desk team that helped me find my phone which as many of your know- it's my LIFELINE. Upon finding out I misplaced it on property, I went to the front desk for assistance. Surprisingly, I was pretty composed since the team of Zach, Michelle and Graham took total control of the search. Michelle was explaining how to find the phone via the i-cloud. Graham was calling my number, and Zach actually went into my laptop and added directions on how to find my phone if ever lost in the future. I can already tell you that losing it again is just moments away at any given time. The only problem is… I won't have the incredible WE Team with me!- Zach Cullen is the Best!!!- His girls- Wanda, Linda, Sybil and Judith -- Zach Cullen is the leader of our new "Dream Team"!! We fell in love with his kind spirit and he made us feel so very welcome. Zach gave us a tour of the property and because of him we plan to return next year. We will refer family and friends. We truly hope Zach will be here to greet us next year. Mrs. Wanda Daye- Clarksville, MD--Zach Cullen was the best ever tour guide representative for your hotel and cottages. We shall return again… to stay and Graham was… what can I say… he was great too.-Just want to let your establishment know what great customer service I received from Zach Cullen. He was the best, friendliest tour guide I've had. We're planning on reserving the Hydrangea Cottage in September. He was so pleasant and accommodating. Thanks to his manager Graham Saunders who's included in the "Dream Team".. Lol, thanks again!

White Elephant Village

Dear White Elephant Staff- My partner Gavin and I just returned from 4 wonderful days at the White Elephant Residences. Although I have stayed there are several times, Gavin had not, and he said that it felt like being at home, it was that comfortable. I have to say that the staff gets friendlier and more hospitable every year. We don't remember everyone's name but a big shout out goes to Tania, Judy, Rosie, Lucas, Nigel, Madeline, Kachina, and several others at the BPG. Thank you from the bottoms of our hearts for a very memorable time.

The Wauwinet

Joe not only found my lost shopping bag on the courtesy van, but also brought it directly to my room, saving me another trip into town to buy exactly the same items, many thanks to a very helpful guy!
Housekeeping found us three pillows and removed three that did not work for us, and brought us an extra pair of bedroom slippers, as well as leaving sweets for us at night. The housekeeping staff is wonderful- as is all of your staff! Many thanks for making our stay at The Wauwinet so comfortable and happy.
Dear Mr. Landt- I have traveled different countries trying to familiarize myself with various wines of the world. Hieu is in a class by himself. I have sent my friends and various people to your facility just to be introduced to your (class by himself) Sommelier. I hope you, Mr. Karp and your dining customers appreciate above and beyond his effort. Dear Eric, My husband , John and I were happy to meet you this past week and talk about fishing, Florida and your beautiful Inn! I just wanted to let you know that the four days at the Wauwinet Inn were some of the best we have ever had. Personally, I rank it better than Napa Valley and maybe even better than some European trips we've made! I fell in love with Nantucket, and have plans to return with three other couples with whom we travel. We look forward to seeing you again at some point, and we would love to do some fishing. Many thanks to our exceptional staff (James, Alicia, Steven, etc) who made our stay so pleasurable. Meanwhile, it is hot, hot, hot in Fla and I can't wait to return.

White Elephant

There are not enough stars to rate this hotel and our stay here. The staff were unbelievable! Friendly, kind, funny, attentive, helpful and responsive, especially Barbara who cleaned our room and Mark who took care of the Wedding. THANK YOU!

The Wauwinet

Staff, Accommodations and the whole experience was wonderful! Housekeeping A+++ Reception (esp. Alicia) Super! You run a perfect ACK experience. Thank you, see you next year!

White Elephant

Just wanted to take moment to say how much we enjoyed our stay at White Elephant Hotel. We stayed the evening of October 25th and visited to enjoy the off-season. Zach at the front desk offered us the opportunity to use one of the BMW courtesy cars- that really made our short but sweet stay all the better-we were able to tour more of the island, including ‘Sconset and visit your sister hotel, The Wauwinet, which we may not have had time to do otherwise. We also appreciate the cupcakes that were delivered to our room! When I made the reservation with reservation agent Rebecca. She asked if our visit was for an occasion and I let her know that we were celebrating our second anniversary. It's a little touch like that that helps make the experience all the more memorable and special, so thank you! We look forward to a future visit.

The Cottages & Lofts

Karen- Reception was welcoming and did a wonderful job. Everyone was very good. Would definitely stay here again!