Quality Inn & Suites Decorah — Hotel in Decorah

Overall our stay at the Quality Inn & Suites in Decorah, IA was pleasant. The staff was courteous and friendly. Our room was clean - but VERY cold upon check - in.

The main reason our experience at Quality Inn & Suites was not the best is because of the billing issues we had. I reserved our room a month in advance and when the staff "confirmed" my card used for the reservation, they actually CHARGED my card for the room - 3 days before arrival. Upon arrival, my card was charged AGAIN for our room. We brought our small dog along (awesome that they allow pets!!!), which I paid for in cash (only $25.00! - fantastic!) however, even though I paid for my pet WITH CASH, my card was also charged the $25.00 pet fee! That is TWO room charges and one pet charge on my card - when all that should have been charged to my card was ONE room fee.

I noticed the error simply because I regularly check my bank account online. When I confronted the staff, they tried to be helpful. They were polite and apologized for the mistake. At this time, the young girl at the front desk attempted to correct the issue and told me that since I paid for the pet fee with cash, that the $25.00 pet charge on my card would just be credited to my room fee...okay, fair enough!

Within minutes of leaving the front desk, I checked my bank account again. Now all of the charges were credited back to my account - plus more!! I had almost $100.00 more in my account than I did before I got my first charge for the room (are you still following me here?). I knew this was also a mistake but I had to trust that it would get straightened out.

We left the hotel on Sunday morning. The charges/fees were not straightened out until WEDNESDAY. Between Sunday and Wednesday, money was in and out of my account. My balance went down, way up, down again and then finally settled where it should be. I was afraid to even use my bank account for those 4 days in fear that there would be more mistakes/additional charges from Quality Inn & Suites.

In the end, I was only charged the CORRECT fees.... but it was frustrating having to wait and wonder when/if it would be straightened out.

I've never had this happen at any other hotel. To top it off, before they credited money back to my account, I accrued overdraft fees from my bank. Thank goodness my bank was understanding of the issue and...

The TV in my room shutdown unexpectedly. It was not the remote or the plug-in. The microwave was still on so it was not a breaker issue. I called the front desk and they asked me to bring down the remote and the "charger" i think they meant the cord. I was in my pjs and had a long day of traveling and I did not feel inclined to do their job. I asked them to come up and get that. Then we looked at the tv and they could not figure out why it was not working. I would not expect them to, so i asked if i could get another room and they replied they only had king suites available and I would get charged extra. Then they said they would call me if they could come up with a solution. 20 minutes later, no call and no solution. I was wiped and did not have the bandwidth to get more upset than I already was. They said, okay sorry. Then the next morning i asked if we would get a discount for the room considering i did not get put anywhere else (which someone with customer service skills would have upgraded me at no extra charge) and they said maybe and they would have to check with their manager. Everyone I talked to was not helpful nor did they actually care about helping me. They were all very young and have clearly not worked in customer service or hospitality for very long. Their management should be making sure they feel empowered to help. I will probably never go to a Quality Inn as long as I...

My 6 year old daughter and I went down to the pool on Saturday evening around 6:30/7pm. I had brought a cooler down with me and we ordered a couple of small pizzas to be delivered for dinner. We swam, and the pizzas arrived about 40 minutes later. About 20 minutes after Justin who works at the hotel comes in the pool area. He says to me "There is no eating allowed in the pool area" I said "Oh OK...I didn't see any signs that said there was no eating in the pool area." He said "There aren't any signs...It is just a rule that the managers came up with." I said.."OK...had there been signs I would not have eaten in here". I closed up my pizza boxes and put them towards the back of the table. 10 minutes later Justin comes back and says "I said there was no food in here" I said "Justin...I put the food away...the boxes are closed and it is at the back of the table." He said "Are you refusing to leave?" I said...yes...I am not going to leave my 6 year old unattended while I go take pizza boxes up to our room. The boxes are not open and it not causing any problems.

He was VERY rude to me. VERY condescending to me.

He could have handled it differently. Maybe offer to take the pizza boxes and put them in their kitchen cooler so I could not leave my daughter. He could have also just let me keep the unopened boxes and continue on with my daughter and I...