Q4, 2025
MARHABA
OBSESS OVER CUSTOMER EXPERIENCE
Mr. and Mrs. Virji were guests with special accessibility needs who quickly became a cherished part of our Horizon Family. From the moment they arrived with their two sons, Nikhil welcomed them warmly and ensured they were given a room close to the elevator and on the same floor as the lounge — a small but meaningful gesture for Mr. Virji, who uses a wheelchair, and Madam, who walks with crutches. He personally checked that everything was accessible, comfortable, and convenient.
This stay became a true reflection of one of our core beliefs: Obsess Over Customer Experience.
Every day, the Horizon Team took care of their dietary preferences, and their breakfasts were lovingly attended to by Imaya, Erika, Zora, and Janeth. Even after their sons left Dubai, the Virjis were never alone. Mr. Virji often stayed with us long after afternoon tea or happy hour had ended, chatting with the team as he worked. It felt less like guest and staff, and more like family. Their son and Madam often shared how relieved and happy they felt seeing the genuine care we provided. They told us that while Dubai is filled with luxury hotels and impressive buildings, it was the people of Shangri-La who made the real difference. “You care like our own children,” Madam said — the highest compliment we could receive. On the night before their departure, they visited the lounge one last time to thank us and say goodbye, promising to return on their next trip to Dubai. Before leaving, they sent a heartfelt message of appreciation, which meant so much to our team.
Mr. and Mrs. Virji will always be remembered fondly by the Horizon Club Lounge team, and we look forward to welcoming them back again.
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