Today we take a look at not only guest service is done right, but how adding a bit of extra magic can make a huge difference. On a recent visit to Disney’s Hollywood Studios, a guest dropped a water bottle while waiting in the boiler room before boarding the Tower of Terror. After alerting a Cast Member, they investigated the situation. The water bottle apparently rolled out of reach where no one could grab it and the guest was told they would try to reach it after hours.

Then, the guest decided to tweet the official Walt Disney World Twitter account about the situation.

Indeed, the Guest Relations team that monitors the account tracked down the bottle and it was in safe hands. However, before it reached Guest Relations the bellhops at the Tower of Terror decided to take it on a full tour of the attraction, since it didn’t get the full experience.

The water bottle got to check into the front desk of the Hollywood Tower Hotel.

It was even offered a cup of tea while relaxing in the hotel lobby.

Finally, the bottle got the chance to ride the Tower of Terror with a bellhop. My hat is off to the cast members who made what could have been a negative situation into one these guests will be talking about for a lifetime. This is what going above and beyond in customer service is all about. Your thoughts?

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