Wow I almost don't even know where to begin on this one. I want to preface this review by saying that I totally understand that problems can arise, particularly with computer systems. My problem is less with the mechanics of the computer problem and mostly with the nasty attitude of the hotel employee in handling the problem and dealing with us. Anybody can have a great customer service experience when events run smoothly, but true customer service comes into play when there's a problem, and this was a big fail. This employee needs some serious retraining. My partner and I booked and paid for this hotel room through Priceline for Sunday night, June 16. We are both experienced Priceline customers, and were expecting our usual quick 5 minute check in. Upon arrival at 1:30 am exhausted from driving, we were greeted with "What brings you to Davenport?" We said we were just passing through. Then we were interrogated about where specifically we were traveling to and our reason for travel. Then that information as entered into the computer. Then the debit card my partner provided for "incidentals" got declined. This was surprising to him since there were sufficient funds in the account. The desk clerk attempted the card 4 more times, all showing not approved. On at least one other attempt we were again asked where we were traveling to. Finally my partner offered to pay the deposit in cash and we were told they do not accept cash. My partner decided to call his bank to see what was going on. He told me that he was going out to the car to get his checkbook, and the clerk snapped at him "We don't accept checks either!" He patiently replied that he was not offering her a check, he needed to get his bank account number for when he called the bank. He put the bank representative on speaker phone, and she confirmed on her end that the transactions went through on the bank's side. She could see amounts, and times, and reported that now $220 was being held by Fairfield. The desk clerk argued with her that her computer showed the transactions were not approved, and there was nothing she could do, she couldn't let us into the room. She then said that she did not have proof that was actually the bank on the phone, we could have just called anyone! My partner then offered to pull up his bank statement online on the hotel lobby computer. When he did, the transactions were there. The clerk insisted on seeing all his recent transactions. Then, she questioned the legitimacy of his bank! She asked, "What kind of bank is this, anyway? I've never heard of it." My partner explained that it was a bank in our state that had multiple locations across many states. She said that maybe she could accept $50 cash deposit after all, and my partner objected since Fairfield was already holding $220 from the 5 other attempts. He asked her if it would be better if we just moved into another hotel and forfeited the money we paid Priceline. The desk clerk said that wouldn't be necessary and finally let us into our room. This whole experience really upset us. We were treated like criminals who were trying to pull a big scam on Marriott in order to get out of paying a deposit for incidental charges on a room that we had already paid for. The next morning I spoke to the manager, who was not very sympathetic, and deflected the whole problem to Priceline and how difficult their computer system was to work with. She smiled and assured us they would release the $220 hold on our account in 3-5 business days. The room itself was fine. The location was a little difficult to get to, but not a big deal in the big picture.
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- Also Known As:
- Fairfield Davenport
- Davenport Fairfield Inn