(CNN) — When 2019 began off with a beloved toy gone lacking and a baby in tears, the January blues hit exhausting for Anna Packard.

The San Francisco-based inventive director had simply arrived from a household trip in sunny Hawaii when she made the terrible discovery that somebody hadn’t made the flight.

Sutro, her son’s teddy bear, had been left at again on the five-star Grand Hyatt Kauai, the place they’d been staying.

As anybody who’s ever misplaced a favourite toy is aware of, typically that is simply the unhappy finish of the story. However Pickard did not surrender.

“We simply had many tears after we realized my son had left his teddy bear within the pull-out mattress within the room,” she wrote in an e-mail to the resort.

To her aid, Pickard received a constructive response from Julien Woerpel, the Hyatt’s housekeeping director. The resort employees had discovered Sutro, alongside along with his furry companion Kauai, a newly bought toy Hawaiian monk seal.

Woerpel, a father of two youngsters aged one and three, says he was touched by Pickard’s e-mail and empathized with the state of affairs.


Grand Resort Hyatt Kauai Housekeeping Director Julien Woerpel with Assistant Housekeeping Supervisor Rachel and Sutro the bear.

Courtesy Grand Hyatt Kauai Resort & Spa

“Anna was so good and I totally perceive how distraught youngsters might be after they understand their bear buddy is lacking,” he tells CNN Travel.

Woerpel determined to place a light-hearted spin on the state of affairs and, with the assistance of Rachel Bower, the Hyatt’s assistant govt housekeeper, assist Sutro take advantage of his prolonged keep.

“Rachel and I assumed we might make it enjoyable and present that his bear was simply having a lot enjoyable on his Kauai trip that he needed to remain longer,” he explains.

The swanky Grand Hyatt Kauai, located on the golden sands of Poipu Seaside, prides itself on good customer support — however Woerpel and his workforce took it to a different degree.

Fortunate bear Sutro turned a real VIP visitor, taken on an journey across the resort along with his escapades and experiences documented in a collection of heartwarming pictures — all despatched again to Pickard to reassure her son.

VIP expertise


Sutro the bear even received a manicure.

Courtesy Grand Hyatt Kauai Resort & Spa

“He abruptly despatched the great e-mail with all the pictures,” Pickard tells CNN Journey.

The pictures depict Sutro and Kauai visiting the laundry room, hanging out with the workers who initially discovered the toys. The pair then hung out on the resort spa the place Sutro even received a manicure.


The bear and his new companion had the holiday of a lifetime.

Courtesy Grand Hyatt Kauai Resort & Spa

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Their trip is fairly envy-enducing. Sutro and Kauai received to expertise the whole lot the Hyatt has to supply, lounging in a elaborate cabana, going for picturesque walks across the resort and chilling by the pool.

“We took him throughout the resort the place he met employees, helped do landscaping and laundry, received a spa therapy and eventually checked out earlier than heading dwelling,” says Diann Hartmann, director of selling communications on the Grand Hyatt.


Woerpel despatched the images of the bear again to his proprietor.

Courtesy Grand Hyatt Kauai Resort & Spa

Pickard posted the pictures on social media — and this lovely story of the kindness of strangers set the Twitterverse alight.

In the meantime, Pickard left a postcard on her son’s pillow from Sutro, explaining that his bear had cherished his time Hawaii a lot, he’d determined to remain a few further days, however he’d be again very quickly.

The ethical of the story? It is at all times value sending a pleasant e-mail and being well mannered to resort workers.

And sure, a misplaced toy is upsetting, but it surely’s additionally potential the teddy bear’s having the holiday of a lifetime.