This was our second stay at the hotel. And the difference in simple management issues from a year ago is alarming. We spent two nights at the Blackhawk, the night before and the night of Valentine's Day. We are members of their iPrefer program which includes great add ons to the reservation, if you can actually receive them. The iPrefer bonuses right now are a bottle of wine and a $25 gift certificate to the spa in the hotel. Someone brought us a bottle of wine after we checked in but we had no wine glasses in our room. We never received the $25 spa gift certificate until I could identify exactly where it was on the iPrefer website the next day after check in. But the most incredible lack of service came after we had spent the morning and afternoon of Valentine's Day out sightseeing only to return to our room after 3:00 pm to find the bed still unmade, the trash full and no clean towels. I called the front desk to ask about getting our room made up and was told by Samantha that they were too busy with Valentine's Day and then asked me if I had spent the night because often they don't get to rooms if guests stay more than one night. I asked if someone was available to make our bed to which she responded probably not but someone could bring us some towels. The ice machine on the sixth floor is broken and it appears to have been broken for a long time. The only ice available is from room service and they were unbelievably rude after I was transferred there from the front desk. They would not believe me that the ice machine was broken. Somewhere in the mix of all of this Roxanne from housekeeping came to our door with a bucket of ice and told me she had just started her shift. When I explained what happened she bent over backwards to get our room in shipshape. Her boss Jacob also assisted her and apologized profusely for the mix up. He offered us drinks in the lobby bar which we accepted while our room was getting ready. When we got to the bar it was understaffed and teaming with people waiting for drinks. A young man finally assisted me but the gin my husband wanted was almost empty and he told me he did not have the key to get another bottle. So he poured a half a shot of gin in the glass and told me that was all I would get until someone let him into the supply room. Our room was finally clean a little before 6:00 pm with extra touches Roxanne had gone to so much trouble to do. Two tulips on the bed and some chocolates. Thank you Roxanne! The Blackhawk needs another ten of you!
Breakfast of Biscuits and Gravy at the Bix the last day was stone cold. And when we checked out the breakfast credit we were supposed to receive with our room was not credited to the bill. For either morning we ate there. Mike at the front desk told me if you eat breakfast after 10:00 am it is automatically billed as lunch. Even though on the website it clearly states breakfast is served until 10:30 am. Mike is another wonderful Blackhawk employee. He worked with someone in the back to credit my account for the breakfast charges but then I noticed we had been billed for 3 Red Bulls from the in room mini-bar that we never drank. All in all it took over a half an hour to check out and I am still not sure I was billed the correct amount.
Also the elevators are very frustrating. My sister was staying on the floor above me in a room booked to me and I could not go to the 7th floor with the key I had for my room on the 6th floor. During the time we were waiting to have our room cleaned we tried and utterly failed to connect with my sister waiting for me one floor above, Jacob again in his extremely helpful way went and got my sister and brought her to me so we could go to her room that was in my name. Could you not at least give me a key to access all of the rooms I am paying for?
This is a beautiful hotel. But the blemishes really tarnish the sparkle. It's such a mix of good and awful it's hards to even give it a rating. But my measure of how well a hotel is run is by how it performs at peak times. And this Valentine's Day they failed miserably.
- 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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