Stayed at Hotel Blackhawk December 1st - 3rd, 2012. I requested early check in and was told that would not be a problem (I had a afternoon appointment in Davenport and needed to change). Arrived as planned and was told the room would not be available for another hour; returned in a hour and the front clerk said she had available rooms but would have to check and see if she could release them. Supervisor came to the desk and said no, those rooms could not be released. This made me feel as if I was not "good enough" for one of those rooms. I am a executive in the service industry, that should have been made right by the front line supervisor, that conversation should not have occurred in front of a customer.
Bed was not made during entire stay even upon request.
I returned home on Monday evening and realized as I unpacked that I left my $180.00 sonicare toothbrush and a bottle of body-wash at the hotel. I contacted them immediately and was transferred three times to the wrong number, then told I would received a phone call back. It's Saturday, still no call. I emailed the front desk manager and the housekeeping manager asking for their assistance, again, it's Saturday, still no response.
I have plans to return to Davenport every 4-6 weeks and would have preferred to stay at the Blackhawk, it's beautiful. However, I would rather stay somewhere less beautiful, less expensive then to stay somewhere that clearly does not respond nor care for their customers.
Don't stay there....just as in life, beauty on the outside does not always mean there is beauty on the inside.
I hope the leaders of Blackhawk will see this, respond, and make changes in their Service and Service Recovery. I hope the leaders of Blackhawk will reach out and make this situation right.
- Official Description (provided by the hotel):
- Welcome to a Return to Sophistication!Resplendent from a multi million-dollar renovation, the Four Diamond Rated, Hotel Blackhawk, Autograph Collection once again reigns supreme as the grande dame of Davenport, Iowa. Since it first opened in 1915, the hotel has served as a home away from home for families, romantics, presidents, movie stars and legendary athletes alike. Now this majestic landmark reopens with a “something old something new” approach to hospitality and a fresh new focus on modern amenities and rich décor—and all the while keeping a hand in the past under the direction of an artful restoration team. Poised to provide knock-your-socks-off service to a new age of guests, The Hotel Blackhawk has reclaimed its status as the venue of choice in the Quad Cities. It is once again an integral part of the community—where guests are impressed and memories are made—a friendly, fun place where approachable luxury and personalized service will be enjoyed for generations to come. ... more less
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