My Favorite Pen and The Langham Pasadena Hotel #langhampasadena

by Carrie with Children with 11 comments

My favorite pen died recently and The Langham, Huntington Hotel & Spa, Pasadena saved the day.

This past February, I traveled to California for the red carpet premiere of Oz: The Great and Powerful.  It was there that I fell in love with my favorite pen.  It was a simple, light pink pen with gold flowers. Nothing over the top fancy, but I loved it and it was a nice memento of my trip.

Langham Pasadena Resort

In the months since my trip, it’s been my ‘go to’ pen – I’ve taken it everywhere…until last week when it finally ran out of ink and I took to my personal Facebook page to ask for a moment of silence.

On the suggestion of a friend, I decided to sent the folks at The Langham a note on Twitter (@LanghamPasadena) and I was shocked when they offered to mail me a replacement pen. Yep, they wanted to mail me a pen all the way across the country – for free.

Now, imagine my surprise a few days later when a box arrived in the mail…  with a friendly note from The Langham and not just one, but THREE pens and a bottle of OPI’s signature Langham Pink nail polish.    How’s that for fantastic customer service?

Langham Pasadena New Pens

So today, I’m giving a huge applause of thanks to the great folks at The Langham Huntington Hotel in Pasadena.  They could have easily just acted like they didn’t see my tweet or just responded with a “We are sorry. Come visit us soon.”

Instead, they wanted to make a former guest feel welcome and valued – and for that, I am extremely thankful.  Sure, it was just a typical hotel pen, but they went the extra mile to turn a former guest into a fan for life.

Now, instead of my pen reminding me of my visit – I’m reminded of their wonderful customer service and how sometimes the little things really do mean the most.   Thank you Langham Huntington Hotel, perhaps I should write you a formal thank you note with my new pen!

Learn More About the Langham Huntington Hotel

Be sure and “Like” the Langham Huntington Pasadena on Facebook and follow along on Twitter at @LanghamPasadena.

Visit to book your own trip to this magnificent resort!


Have you had a company go above and beyond for you? 

I’d love to hear your story!


** I wasn’t asked to share this story, I’m sharing because I’m a fan of fantastic customer service.  And yes, I got the pens and nail polish for free. **


  • Ellen Christian

    I’ve stayed here and it truly was an amazing experience.

  • kristin

    So so so pretty! I love when a brand gets it and really goes that extra step for its customers. Great service!

  • Melissa

    How amazing! Awesome customer service and now if I’m ever that way, we will look into staying there!

  • Hanan

    I remember you sharing about this on FB. Now THAT is some good customer service!

  • Emily

    What a small thing to do with a huge impact! I love when companies step up! Of course now I’m blanking on good customer service stories!

  • Jessica @FoundtheMarbles

    I love that story! What a wonderful example of customer service via social media. And now just because of that I want to stay there so it really worked!!

  • Jessica A

    WOW! I am always impressed with good customer service…it’s hard to come by these days!

  • Liz @ A Nut in a Nutshell

    That is just the nicest thing to hear that there are those will go above and beyond like that, just because!

  • michelle

    WOW, it is the little things that make a day SO special.
    Great customer service is so important to me and often will win my loyal even if I can get a better deal etc.

  • Lolo

    That is great customer service! I would say our hotel during our Honeymoon went above and beyond. They were awesome!

  • Jackie

    The pens are beautiful as is the nail polish!

    That is amazing customer service too. It’s things like that which keep people coming back and spreading the good word about them.