Real impact. Real stories.

See how frontline employees across different industries are going above and beyond to create unforgettable experiences every single day.

Recognizing – Amy

On Christmas Day I went to buy a toy for my son that he had seen the day before. Unfortunately someone must have bought it. Amy helped us look for it and looked in the back to see if there were anymore. They even called another store to see if there were any there. I was so impressed that they did all of that to help us. An hour or so later came to our hotel room to give us the toy that they had found after we had left. She had gone through the receipts to find our room number. It totally made my son’s day. She was our own little Christmas miracle.

Guest – Jennifer G.

Guest Services

Recognizing – Zylo

I can’t express how much Zylo meant to our family during our stay at the resort. My son has high-functioning autism, and he’s often misunderstood. Zylo not only went out of her way to help me when I was looking for a personal item, but she also took the time to answer every one of my son’s questions with kindness, patience, and genuine understanding. She made him feel truly seen and heard. He felt such a strong connection with her that he asked for Zylo by name multiple times throughout our stay. Her entire team knew who my son was, and despite her busy schedule, Zylo always made time to talk to him and even gave him little tours whenever he came to see her. Because of her, he can’t wait to come back to the resort and especially to see Zylo again.

Guest – Chelsea F.

Guest Services

Recognizing – Ryan

Ryan assisted with our family during a medical emergency. He flagged the ambulance down to ensure that the ambulance came to the correct door. He was patient and attentive to our needs. He even extended our check out which was helpful after spending several hours at the hospital. Thanks to him and the amazing staff here at the resort. This is our favorite destination spot for vacations and we’ll be back for years to come.

Guest – Benita P.

Security

Recognizing – Casey

We are older and had a room at the end of the hall. Casey had seen us struggling and called to get us a room closer to the elevator. She also went and got the wrist bands so we didn’t have to walk all the way down and back up! We are so grateful! This kind of help allows us to spend time with our grandchildren and great grandchildren thank you so much.

Guest – Cheryl and Tim S.

Guest Services

Recognizing – Hailey

From the moment we arrived, Hailey greeted us with a contagious smile and genuine hospitality. She went above and beyond to ensure our family understood the packages that were purchased, answered all our questions with patience and offered helpful tips to make the most out of our stay. Haley’s attention to detail and kindness did not go unnoticed, whether it was checking for our comfort, helping with the activity recommendations, or making sure our little ones would be pleased. It is rare to encounter someone so dedicated to creating a memorable guest experience. Because of Haley’s outstanding service, our trip was stress free and full of joy. We left feeling not only refreshed but also grateful for her personal touch. She is a shining example of what exceptional customer service looks like!

Guest – Cheryl S.

Guest Services

Recognizing – Jonathan

Jonathan was an absolute lifesaver during our recent visit. As two single moms traveling on a tight budget with four young kids (ages 9, 8, 6, and 4), we were overwhelmed — but Jonathan went above and beyond to help us navigate all the amenities and find the best options at the best price. He was incredibly patient, kind, and respectful — not just with us, but with our energetic children. Jonathan is a rare gem: calm, professional, and genuinely helpful. He made a huge difference in our experience — with 100 percent sincerity – we cannot thank you enough, Jonathan!

Guest – Two Grateful Moms & Four Happy Kids

Guest Services

Recognizing – Deante

This was our family’s second trip to the resort! Around 230am Sunday morning my daughter woke up with a migraine and was crying, my wife called down to see if they could be of assistance. Deante went out of his way to open the shop to find Tylenol and called my wife to let her know to come and get it. In my personal experience as a customer service representative, receiving this type of treatment was appreciated to the fullest extent! I write this Hylite recognition to him as it’s the only way of knowing how to thank him for the support and service provided to our family. Thank you from the whole family, Deante. You will be remembered for your act of kindness to us!

Guest – Trevor J. W.

Guest Services

Recognizing – Felicia

I want to express my gratitude to Felicia at Build-A-Bear for turning a difficult moment into something truly magical for my son. Earlier that day, my son—who uses a unique prosthesis—was heartbroken when he couldn’t participate in the ropes course with his siblings. He was devastated. As a kind gesture, he was given a coupon to visit Build-A-Bear, but when we arrived, he was still discouraged and withdrawn. That’s when Felicia stepped in. Felicia didn’t just help him build a bear—she helped rebuild his spirit. She listened attentively, acknowledged his disappointment, and gently encouraged him. She told him he had strength, and in that moment, he felt seen and validated. Her compassion and care transformed the experience into something magical. By the end of our visit, my son was beaming. He chose a dragon and named him Fury. When his siblings returned from the ropes course, all he could talk about was his incredible experience at Build-A-Bear and how special Felicia made him feel. Thank you, Felicia, for your kindness, empathy, and for making a little boy feel strong and celebrated. You made a lasting impact on our family. Also, thank you cast members for the beautiful gift of receiving a build-a-bear.

Guest – Jessica B.

Retail

Recognizing – Kyleigh

Today at the Gift shop Kyleigh was beyond amazing. She went above and beyond. She was gracious, empathetic and kind to me and my kids as we looked around. She saw that I struggled slightly with making my budget work and jumped right in. She took her time to look over options with both of my children and despite me asking her a ton of questions, I never felt rushed. Not only did she bring the experience to life for my kids but she also made it special for me through her humanity and kindness. Thank you Kyleigh. You saw me having a hard time watching how I would make it work and you didn't make me feel less than.

Guest – Denia Z.

Retail

Recognizing – Chef Joaquin

Our daughter has an egg allergy, but really had her heart set on pancakes for breakfast. Chef Joaquin came to our table to discuss our request and let us know he would go back to the kitchen and find a way to make them egg free. Not only did he find a way, he then personally delivered a stack of pancakes and asked us to let him know if she wants more. We are grateful Joaquin took time out of his busy morning to accommodate our daughter.

Guest – April L.

Food & Beverage

Recognizing – Paige

Paige came out to discuss gluten free options with me and my celiac daughter. He was so knowledgeable about every option available and was so accommodating. He brought us labels to double check as well as offered to make my daughter any modification he could gluten free to make her happy. She wasn’t a fan of all the dressings offered, so he went into the back and made her Italian dressing from scratch as Timbers didn’t have any. This absolutely made her day. It is so hard navigating a kiddo with strict allergies. However, he went above and beyond to provide her exactly what she wanted and made sure it was safe for her. I could never thank him enough. He deserves to be recognized for his knowledge and customer service!

Guest – Thea G.

Food & Beverage

Recognizing – Heather

Heather went above and beyond checking ingredients and labels, explaining the preparation, cleaning, and personally making our order to ensure my son with life threatening food allergies had safe pizza. She was incredible and so very kind. He rarely gets to eat at restaurants. We were there for his birthday and she absolutely made his day special. It was the highlight of his day and we are so grateful for her! Thank you Heather.

Guest – Amy K.

Food & Beverage

Recognizing – Madeline

Madeline was SO SWEET and so good to us! We're visiting from out of town with a large group, which we know isn't easy to take care of when it comes to waiting tables. However, she was so eager to take care of us and didn't hesitate to split our checks. She was so helpful, had amazing service and was just an amazingly kind human!

Guest – Tristan S.

Food & Beverage

Recognizing – Zach

Zach overhead me talking with my kids about dairy-free options on the breakfast buffet. Without being asked or engaged on the subject, he immediately jumped up and inquired about the need for dairy free options. He then offered and made my kids dairy free pancakes, and delivered them to the table. On this kind delivery, he saw the kids had no milk in their cereal, and offered/brought us oat milk. It was thoughtful and helpful, above and beyond. We're used to making our way through the world and avoiding dairy—we're not used to the level of initiative in customer service. Zach definitely went the extra mile to make sure my kids had a great experience—he is a star on your team!

Guest – Tim M.

Food & Beverage

Recognizing – Dimple

Dimple is always polite, very kind to me also she takes her time in gathering my orders to make sure it is complete. I am a regular customer & this is by far the best Dunkin’ Donuts I have ever been to because of how good her service is. I wish every Dunkin’ followed the same customer service.

Guest – Paul A.

Food & Beverage

Recognizing – Savana

My wife Alesha passed away from pancreatic cancer on 8-25-25, she was only 39. I brought my 4 children to the resort to hopefully get our minds off things, as we navigate this new life together. My family and I were extremely blessed to have Savana as our server. Savana asked, if I happened to have and old voicemail from Alesha, that I didn’t mind sharing. I didn’t have many, most people probably don’t this day an age. I gave Savana the back story of the funny voicemail, she laughed as she listened so intently. She asked to take my phone for a few moments and soon returned with a black bat Build-a-Bear, which played Alesha’s voice when you pressed on a foot. I cried at the table listening to my wife’s voice. I hugged Savana with tears in my eyes and she made a round of hugs throughout our table. Her kindness is unmatched and was so unexpected. I hope the ENTIRE resort staff sees this and can strive to be as caring and compassionate as Savana!

Guest – David M.

Activities

Recognizing – Abby and Sidney

Abby assisted a non verbal autistic child who was left alone in the outdoor pool area when it closed. She tried to encourage the child to get out of the pool and when that didn't work she jumped in without hesitation. She interacted with the child in an attempt to earn his trust and keep him safe. Other staff member, Sidney, brought french fries and ice cream to encourage the child to get out of the pool. As a first responder and the parent of an autistic child myself I was beyond impressed with the professionalism and compassion that she showed this child. Great job Abby and Sidney! Just another reason why my family will continue to stay with the resort.

Guest – John Z.

Recognizing – Munaza

Munaza is always phenomenal! She always has a delightful disposition, is a great conversationalist (for both the kids and parents!), does a GREAT job with the hair cuts, but is also super speedy as well! We drive about 40 minutes each way just for her and it's totally worth it. Thank you so much Munaza!

Guest – Sam, Sara, Kathryn & Brady

Activities

Recognizing – Tom

When I encountered Tom, I was sitting with two little girls - not my own children - who were crying because their mother passed out due to a medical emergency. I was doing everything I could to comfort them, and while I managed to help them stop crying, what happened next showed me what true excellence looks like. Tom stepped in with a level of calm, confidence, and compassion that was nothing short of extraordinary. He knelt down beside the girls, spoke to them with warmth and reassurance, and immediately built a connection that eased their fear in a way few people could. He asked gentle questions, engaged them in conversation, and even managed to bring out a few smiles and laughs—an incredible feat considering they had no idea whether their mother was responding to medical attention. In my 20+ years of working with children, I have rarely witnessed someone navigate a crisis with such emotional intelligence, steadiness, and genuine care. Tom didn’t just perform well; he embodied what it means to be a true guardian of the guest experience. Tom is the definition of a DREAM team member. His presence, his instincts, and his ability to create safety in chaos make him an example every team member should aspire to follow. He is a cut above the rest—someone I deeply admire and someone I would trust to advocate for any guest, any day.

Guest – Mindi L.

Activities

Recognizing – Juliette

Juliette made my 5 year old feel extra special by getting down to his level and asking him about his stuffie. Also, later at the dance party she complimented my 3 year olds’ dance moves and let him see her super cool light up shoes! She went absolutely above and beyond with interacting with the children. What a special employee!! Absolutely made their day 💙

Guest – Karlie R.

Activities

Recognizing – Nathan

My son Theo is on the spectrum, and a very very high energy child. During the events Nathan had hosted, he noticed Theo's enthusiasm and encouraged his playful hyper personality to shine. Even when he wasn’t making complete sense, he was being heard and accepted. Nathan quickly became a highlight of Theo's stay. Theo felt more comfortable when he was leading events, because of how accepting he was, and how he matched his energy and excitement. I’m truly impressed with how he carried himself, maintained engagement with every guest he encountered, and put his all into every interaction. As a mom, it warmed my heart so much and gave a renewed sense of hope seeing Theo completely accepted as he came, and celebrated for just being him. We never had to state his differences, or moderate to make it more comfortable for Theo, and I almost doubt Nathan had an inkling of an idea: because he radically accepted any personality of every child I saw him interact with. He made so many kids' day by bringing energy, enthusiasm, and acceptance to even the silliest most nonsensical conversations these kids would spring out. Thank you so much. I don’t have enough words to express how thankful I am.

Guest – Claira B. and Brett W.

Activities

Recognizing – April

April went out of her way to provide us towels, empty our garbage, and make our bed. She happened to be nearby when we asked another staff member for a few towels and she quickly offered to help as she recognized our room as a room she serviced the day before. She offered to come over and make our bed as she knew we had asked for that the day before as well. Her hospitable and friendly demeanor was a fresh of breath air. What a joy it was to meet her. What she did was above and beyond, dropping what she was doing to promptly provide us service beyond what was requested. A+++ for April.

Guest – Wes & Sarah D.

Housekeeping

Recognizing – Melissa

Melissa noticed I was trying to get a picture with my boys and offered to take it with me in it. As a mom who travels alone, her noticing that without being asked meant so much because I'm finally in a picture with my boys without it being a selfie! Thank you! Her being aware and interactive like that made a world of difference. Little things count!

Guest – Kristine P.

Housekeeping

Recognizing – Tana

I want to recognize Tana who helped me and my family today find a valuable item that my daughter has had since birth and would not be able to be replaced. I am sure with the volume of people who came to the resort on a holiday weekend would make finding this item an impossible task but Tana actually found it and put my family at ease. Housekeeping is not an easy job at all and Tana still had the patience and generosity to go the extra mile beyond expectation and find an item so important to us as a family. If this is the wonderful character and work ethic that the resort employs, then I want to come back to the resort. Thank you Tana!

Guest – Melanie Kim

Housekeeping

Recognizing – Richard

During our stay a fire alarm was activated and my children, especially my oldest, who is autistic, got nervous. Richard noticed this and went out of his way to speak with us and it helped calm our kids. This was more helpful than you can imagine, Richard is an absolute asset to the resort.

Guest – Casey C.

Housekeeping

Recognizing – Michelle

We've had the absolute pleasure of being cared for by Michelle. Her attention to detail, professionalism, and kindness has truly made our trip even more special. Every day, our room was spotless and beautifully arranged, with thoughtful touches that didn’t go unnoticed. What stood out the most was how warm and welcoming she was—always greeting us with a smile and making sure we had everything we needed to feel comfortable and at home. It's rare to encounter someone so dedicated and genuinely caring. She's a true asset to the resort!

Guest – Blake and Emillie M.

Housekeeping

Recognizing – Billy

My kids made a ridiculous mess with silly string in our room. I was so upset with them and realized I made a Bad decision… it was getting everywhere. Billy dropped everything he was doing at the time, walked all the way to our room and insisted on aiding me in cleanup! He was polite and respectful and didn’t make me feel horrible for making such a mess. With our room cleaned and chaos gone we were able to enjoy the rest of our vacation! He saved the day for sure…

Guest – Jessica A.

Housekeeping

Recognizing – Quentyn

I cannot express the gratitude I have for security and the entire staff that helped find my daughter when she was lost. She was with another parent and accidentally got off the elevator on the wrong floor. It wasn’t noticed until they got up to level 9. I basically went straight to the front desk and it was immediately taken over from them. The protocol and security cameras in place are extremely helpful. Every single staff member was so helpful and ready to search. Thank you all so much and a big shoutout to Quentyn for his help keeping me calm until we found her. You all are amazing ❤️

Guest – Brooke D.

Security

Recognizing – David

David was the most amazing and thoughtful security officer I have ever met. He patiently addressed my concerns and listened to my explanation of what happened. He listened to me talk for what felt like hours and handled my issues with kindness and patience. I am grateful you have David on your team.

Guest – Hena M.

Security

Recognizing – Mark

I am a mother of three little boys under the age of 4 and we were traveling alone to the resort for the weekend. On Sunday I was trying to pack up all of our stuff and get it down to the car. Mark went out of his way to help us get all of our stuff loaded and to the car and even helped with the boys. He was so kind and his help was the great way to already end a perfect weekend. Thank you so much!

Guest – Rachel B.

Security

Recognizing – Danay

My kiddo got himself separated from us and remembered that if his grownups got lost he should find the nearest person with a name tag and tell them. Thankfully it was Danay, who stayed with him and called me, and met up with me. She may not know this, but my little friend is autistic and can easily become dysregulated and melt down for an extended period of time. Danay’s calm, friendly demeanor kept him even keeled too. So thank you Danay. You saved the day more than you knew.

Guest – Emma E.

Security

Recognizing – Alexis

Personally, I give very little credibility to negative reviews. Most of the time, the person writing them is simply venting. Leaving a negative review often gives the reviewer a sense of satisfaction or validation it’s a selfish act meant to make themselves feel better. I’m writing this positive review for the opposite reason. I gain nothing from it no recognition, no satisfaction, no credit. I’m willingly taking time out of my vacation to stop and write this because Alexis’s actions deserve to be recognized. We had a small issue in the arcade. My daughter’s game card slipped into a crack between arcade machines, and she was visibly upset. Alexis, a security guard, noticed immediately and came over on her own. What stood out was her genuine compassion. She didn’t dismiss the situation as “just another kid issue” or brush it off like it didn’t matter. Alexis showed real empathy, contacted maintenance, and made every effort to retrieve the card. Even though they were unsuccessful at the time, she followed through. Later that evening, a replacement game card was waiting for us at the front desk. That level of care, ownership, and follow-up is rare. Alexis didn’t have to do any of this but she chose to. Alexis is the kind of employee every company hopes for, and she absolutely deserves recognition for going above and beyond.

Guest – Anthony S.

Security

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