Lost teddy bear gets luxury five-star Grand Hyatt Kauai hotel break in Hawaii

When 2019 started off with a beloved toy gone missing and a child in tears, the January blues hit hard for A...

Posted: Jan 11, 2019 4:26 PM
Updated: Jan 11, 2019 4:26 PM

When 2019 started off with a beloved toy gone missing and a child in tears, the January blues hit hard for Anna Pickard.

The San Francisco-based creative director had just arrived from a family vacation in sunny Hawaii when she made the awful discovery that someone hadn't made the flight.

Leisure travel

Tourism

Travel and tourism

Lodging

Resorts and spas

Companies

Hyatt Hotels Corporation

Business and industry sectors

Business, economy and trade

Consumer products

Continents and regions

Hawaii

Hotels and motels

North America

The Americas

Toys and games

United States

Sutro, her son's teddy bear, had been left at back at the five-star Grand Hyatt Kauai, where they'd been staying.

As anyone who's ever lost a favorite toy knows, sometimes that's just the sad end of the story. But Pickard didn't give up.

"We just had many tears when we realized my son had left his teddy bear in the pull-out bed in the room," she wrote in an email to the hotel.

To her relief, Pickard got a positive response from Julien Woerpel, the Hyatt's housekeeping director. The hotel staff had found Sutro, along with his furry companion Kauai, a newly purchased toy Hawaiian monk seal.

Woerpel, a father of two children aged one and three, says he was touched by Pickard's email and empathized with the situation.

"Anna was so nice and I fully understand how distraught kids can be when they realize their bear buddy is missing," he tells CNN Travel.

Woerpel decided to put a light-hearted spin on the situation and, with the help of Rachel Bower, the Hyatt's assistant executive housekeeper, help Sutro make the most of his extended stay.

"Rachel and I thought we'd make it fun and show that his bear was just having so much fun on his Kauai vacation that he wanted to stay longer," he explains.

The swanky Grand Hyatt Kauai, situated on the golden sands of Poipu Beach, prides itself on good customer service -- but Woerpel and his team took it to another level.

Lucky bear Sutro became a true VIP guest, taken on an adventure around the resort with his escapades and experiences documented in a series of heartwarming photographs -- all sent back to Pickard to reassure her son.

VIP experience

"He suddenly sent the wonderful email with all the images," Pickard tells CNN Travel.

The photos depict Sutro and Kauai visiting the laundry room, hanging out with the employees who originally found the toys. The pair then spent time at the hotel spa where Sutro even got a manicure.

Their vacation is pretty envy-enducing. Sutro and Kauai got to experience everything the Hyatt has to offer, lounging in a fancy cabana, going for picturesque walks around the resort and chilling by the pool.

"We took him all around the resort where he met staff, helped do landscaping and laundry, got a spa treatment and finally checked out before heading home," says Diann Hartmann, director of marketing communications at the Grand Hyatt.

Pickard posted the images on social media -- and this adorable tale of the kindness of strangers set the Twitterverse alight.

Meanwhile, Pickard left a postcard on her son's pillow from Sutro, explaining that his bear had loved his time Hawaii so much, he'd decided to stay a couple of extra days, but he'd be back very soon.

The moral of the story? It's always worth sending a friendly email and being polite to hotel employees.

And yes, a lost toy is upsetting, but it's also possible the teddy bear's having the vacation of a lifetime.

Oregon Coronavirus Cases

Data is updated nightly.

Confirmed Cases: 3927

Reported Deaths: 148
CountyConfirmedDeaths
Multnomah104058
Marion90525
Washington69017
Clackamas29010
Deschutes1190
Linn1169
Umatilla1113
Polk9610
Lane672
Yamhill657
Jackson570
Benton555
Clatsop450
Klamath410
Coos310
Malheur280
Josephine251
Jefferson250
Douglas250
Wasco181
Columbia160
Hood River120
Morrow120
Lincoln90
Tillamook60
Curry60
Union60
Crook50
Wallowa20
Sherman10
Grant10
Harney10
Baker10
Unassigned00

California Coronavirus Cases

Data is updated nightly.

Confirmed Cases: 94020

Reported Deaths: 3754
CountyConfirmedDeaths
Los Angeles450172106
San Diego6559249
Riverside6464290
Orange5336131
San Bernardino4365176
Alameda284793
Santa Clara2617139
San Francisco236740
San Mateo183376
Kern182429
Tulare164175
Santa Barbara155112
Fresno144822
Contra Costa132136
Sacramento129356
Imperial114523
Ventura91230
San Joaquin75233
Stanislaus62928
Kings5172
Sonoma4824
Solano45520
Monterey3958
Marin38814
San Luis Obispo2581
Merced2516
Santa Cruz1922
Yolo19022
Placer1849
Napa1013
Humboldt932
Madera842
El Dorado740
San Benito702
Nevada411
Sutter402
Shasta364
Butte340
Mono341
Yuba281
Del Norte230
Mendocino210
Inyo191
Mariposa151
Calaveras130
Lake120
Glenn120
Amador100
Siskiyou61
Colusa50
Plumas40
Tuolumne30
Tehama31
Alpine20
Lassen20
Trinity10
Sierra10
Unassigned00
Medford
Clear
56° wxIcon
Hi: 86° Lo: 57°
Feels Like: 56°
Brookings
Clear
52° wxIcon
Hi: 72° Lo: 55°
Feels Like: 52°
Crater Lake
Clear
44° wxIcon
Hi: 76° Lo: 50°
Feels Like: 44°
Grants Pass
Clear
54° wxIcon
Hi: 83° Lo: 54°
Feels Like: 54°
Klamath Falls
Clear
44° wxIcon
Hi: 80° Lo: 49°
Feels Like: 44°
Hot temperatures next week
KDRV Radar
KDRV Fire Danger
KDRV Weather Cam

Community Events

Latest Video

Image

Sunday, May 24 evening weather

Image

Sunday, May 24 morning weather

Image

Saturday, May 23 evening weather

Image

Saturday, May 23 morning weather

Image

Nate Bittle wins Prep Boys Basketball Player of the Year

Image

The City of Ashland is deciding what's next for the city hall building

Image

Friday, May 22nd Evening Weather

Image

Grants Pass optimistic amid tax revenue loss

Image

Ashland projects millions in tax revenue losses

Image

Tax revenue takes big hit during COVID-19