Autograph Collection Hotels Customer Service Issues

Subject: Inquiry About Room Reservations for May 23rd - 5 Nights Hello, I am assisting a VIP client who wishes to book accommodations for her family at your hotel from May 23rd for 5 nights. She is interested in a 2-bedroom option suitable for 3 adults and 3 children, one of whom is a 16-month-old infant. If a 2-bedroom isn't available, she would consider a 1-bedroom connected to a room with 2 double beds. Could you please check your inventory and provide details on these options? Additionally, we would like to know the American Express Fine Hotels rate, deposit requirements, and cancellation policy. Your prompt response by May 3rd would be greatly appreciated. Thank you, L.K.

During our stay at The Blackhawk in Davenport, IA on November 9th, when I called to request an early check-in, I was transferred to the reservation department in St. Louis. After multiple attempts, I was connected to Meghan, who eventually assisted me, albeit less than politely. Despite requesting a room near the elevator due to my husband's difficulty walking as a DAV, we were given room #[redacted], the furthest from the elevator. To add to the frustration, our key didn't work in the elevator, and although an employee helped us reach the 6th floor, a promised replacement key was never delivered. As someone with 25 years of customer service experience, I found the indifferent and impolite behavior of the staff unacceptable for a hotel like The Blackhawk. Such treatment would be unexpected even in a budget hotel like a Red Roof Inn. I hope the manager addresses these lapses in service and emphasizes accountability among the team at The Blackhawk.