Quality Inn & Suites Prairie Du Chien — Hotel in Town of Bridgeport

Literally the worst experience I have ever had.

It started off with a phone call to the Best Western on the day we were scheduled to check in. I spoke with the Manager, Hitesh Patel, and asked him what the cancellation policy was on our room. We were in town for a wedding and had booked the hotel for 2 nights. We were unaware of the distance between Prairie du Chein and Mcgregor, IA, where the wedding reception was being held, so we were inquiring about changing our reservation from one night to two. Hitesh informed me that the reservation was unable to be modified so we were just going to keep our reservation there rather than switch hotels for the second night.

I couldn't get a cell signal from tMobile anywhere in this area, so I missed the call from Hitesh and had an extremely rude voicemail from him. He said that since I called inquiring about the cancellation policy, he thought I was going to cancel my reservation so he went ahead and ran the card I used to book the room even before we checked in. He said don't even bother checking in because he had tried to run my card and it was declining so he was cancelling my reservation.

When we got to the hotel for check in, I have never experience such a rude, confrontation and condescending manager in my life. As soon as I gave him my name, it was all downhill from there. He said that he cancelled my reservation because he thought I was going to cancel it and basically said he didn't think we had a way to pay for the room. I had booked this room on June 13, 2016 and our reservations were for September 23-24, 2016. During this time, my credit card had been compromised and had fraud on it, so I needed to get a new credit card with a different number. The card that I used to book the room 3 months in advance was the old number, and obviously, when dealing with fraud on your credit card, calling the Best Western to update your card information on a hotel you booked three months in advance isn't #1 on your priority list.

Instead of being compassionate and understanding, Hitesh made me feel like a crook trying to scam them out of a free room or something! He said, "If you get a new card, you need to notify us immediately." He was demanding a different credit card even though at this point I refused to stay at this place. Since we arrived at the hotel extremely late due to flooding and detours in the area, we didn't have much of a choice but to stay at this hotel. Since Hitesh had already cancelled our reservation for no reason, unbeknownst to us, he had to create another one and wanted to charge us $80 more for two nights than what I had paid when I booked online through AAA. He tried to tell me that I booked through Priceline, which I didn't, so I pulled up the confirmation on my phone and showed him the rate. He said, "I don't make the rates. This is what is coming up on my computer, and this is my commission. If you want to stay, this is the rate you pay." He felt he could cancel our reservation that I had made three months in advance because he "didn't think we were going to show up".

It gets even better. Once we discussed his lack of compassion and customer service skills, he literally told us that in management training, all the managers at the Best Western are taught that the "customer is always wrong." We had a friend with us who booked a room also, and since his card went through fine, he was stuck with the room for both nights. Hitesh told him upon check in that if he caught us sharing the room, there would be a $20 extra charge per person. We walked to his room so he could drop off his stuff, and headed out for a much needed drink after this experience. If you are on the first floor, the rooms here each have a door that lead directly to the parking lot. We left through that door, and sure enough Hitesh is loitering right by our friends room, probably trying to see if we were actually going to leave or if he could get by with charging our friend and extra $20...

A few minor issues (not a big deal): • the conditioner bottle was totally empty in the shower • the refrig/freezer was turned all the way down and we hadn't noticed that and we ended up having to throw out some milk. We turned it back up and it then worked fine. • the exhaust fan in the bathroom literally turned itself on last night when we got back to the room. It was extremely loud (we would not have been able to sleep with it sounding like that) and the switch wasn't even turned on. It would not turn off at all, even by switching the switch on and off. I call the front desk and he said either himself or maintenanace would come look at it. A few minutes later it turned itself off. I recalled the front desk and he said to let him know if it was still an issue. It did this two times. • not a big issue, but the AC unit in this room (#107) is extremely loud and makes odd noises.

The main issue: I went to the front desk on Saturday evening around 8:00ish to ask why our room did not have any fresh towels or the bed wasn't made. The desk clerk (a gentleman named Caleb) very rudely asked if I had requested housekeeping. I said no that I just assumed that at least fresh towels would be put in our room. In a rough almost condescending voice he said that we would only get fresh towels if we had requested housekeeping, but he could give me some if I wanted some. I said I have never been to a hotel where guests were not given fresh towels each day. He then very rudely said that he always stays in hotels and a lot of them do that now. I told him that I also stay in many hotels (including last weekend, this weekend in Prairie, and will be again next weekend) and that I have never been to a hotel that makes you ask for or go get your own towels. I was given the paper that listed things on it, but with being so busy that night before, all I did was look for the WiFi password on that paper. The lady that checked us in on Friday told us a bunch of stuff about the hotel, including not to lock the deadbolts, etc. but she NEVER mentioned in all her ramblings for about 10 minutes that we needed to request housekeeping. That gentleman on Saturday night was the most rude hotel employee I have ever encountered. He was practically yelling and using a very stern voice and basically "scoulding" me. He needs to learn customer service!!!!!!

We have a Quality Perks card and use Quality Inn & Suites quite a bit, but our view on this line of hotels has now sadly changed. We will look into other options.

Please provide this employee with some training and manors on customer service if you plan to keep him on the front lines and as a "face" of your establishment or you will continue to lose other guests.

I normally don't complain about things, but Caleb was over-the-top rude, I was actually totally shocked about how he was...

Reserve at your own risk

Owner pretended we had not made a reservation because we booked through Expedia. Required us to pay an additional amount for a room that would accommodate SIX when we had a group of FOUR. We booked a queen suite with a pull out couch. More than enough room for our party.

She complained about the funds they would receive through Expedia as insufficient and didn’t want to assist ME but only wanted to address my husband. I had to tell her twice I booked the room and paid myself, and I had to ask him to walk away in order for her to address me.

We hadn’t gotten insurance on our room so we ended up paying MORE for the room we stayed in than we would have if we had booked that room on Expedia OR the hotel website. When we complained to Expedia, they still refused to acknowledge that THEY required us to upgrade or lose our money already paid.

The beds were so incredibly soft which you would think would be fine but that meant they were so overused there was no support. For a family vacation with hiking...a supportive bed is better. The waffle dispenser was broken so you had to request waffle mix, barely any food was out. The door to our room had to be forced closed. The room was so large the air conditioner didn’t even cool on one side...the side with the beds was hot.

Did I end up booking a room with A QUEEN BED AND PULL OUT COUCH for four people? Yes. Have you? Have you EVER had a hotel owner require you to upgrade or lose your funds? My guess is no.

She also kept insisting I would make a poor review but she would deal with it. This is the first poor review I’ve given online.

There was another guest leaving who asked for a receipt as they checked out and the male manager refused because they booked on Expedia. I wonder if they ended up getting charged extra and won’t know it until later?

The hotel is also under TWO listings. So beware. You think you are booking one...but getting the other.

I am adding after reading more reviews...this behavior appears to be standard and I will be requesting Expedia to review their relationship with...