I could not be any more disappointed in this property. We made reservations 3 weeks ahead of time for a weekend in Madison for a football game. We got into town early and tried to check in at noon. They told us our room wasn't ready yet and that it wouldn't be till almost 3:00. Seeing as the game started at 2:30, we asked if we could leave our car in the lot and check in after 10:00 PM when we got back from downtown. We were told by the ladies at the front desk (Jody, I believe) that it wouldn't be a problem and the reservation is already confirmed.
When we returned to the property by taxi around 10:30, we were told that we lost our reservation because we weren't there by 10:00 PM. We explained to them that we tried checking in once already that day and we're told that coming back later wouldn't be an issue. Well it was an issue. A VERY BIG ISSUE! The manager, Justin, left a message on our home phone line at 9:07 asking if we were still coming. The problem here is, we weren't at home to get this message, and they had my cell number as the primary number on the reservation yet opted out of using it. It is now 11:00, we are inebriated and unable to drive and all of the hotels are sold out due to weddings and the football game.
They were unable to assist us in finding accommodations and were not willing to shuttle or compensate us on getting to a hotel we found 20 minutes away. I've heard of most hotel chains affecting to pay for the room elsewhere, offer a free stay in the future at their property or something to that effect and Justin and his staff offered none of that.
We travel a lot and have never had a situation like this happen. The disappointment in the way that this location of the IHG treated us and our reservation will not be soon forgotten.
- Official Description (provided by the hotel):
- Complete Renovation in 2014! Comfort Inn a Madison, Wisconsin hotel near Alliant Energy Center Enjoy your Madison, WI vacation at the Comfort Inn(R), located in the downtown area within walking distance to the Alliant Energy Center and Veteran's Coliseum. Shopping, dining and sightseeing await you during your stay at the Comfort Inn, and you'll be just minutes away from some of the most popular Madison destinations such as: •Wisconsin Children's Museum •Wisconsin Veteran's Museum •Capital City Bike Trail We are also easily accessible from Highway 12/18, near the University of Wisconsin and the Monona Terrace Convention Center, Camp Randall and the Kohl Center. Your guest room at the Comfort Inn is complete with a flat-screen television, microwave, hair dryer, MP3 radio, iron and ironing board. Additional amenities include: •Free wireless high-speed internet •Free daily newspaper •Free hot breakfast and coffee Your Morning Breakfast is full of hot and delicious options, making breakfast at the Comfort Inn Madison, WI the perfect way to start your day. Enjoy our free hot breakfast featuring eggs, meat, yogurt, fresh fruit, cereal and more, including your choice of hot waffle flavors! Keep up with your workout regimen at our fitness center, and enjoy our indoor heated pool. Parking is free and can accommodate most cars, trucks or buses. This is a pet-friendly hotel, fees apply. Book your stay the Comfort Inn and enjoy a worry-free and fun-filled visit to Madison. Our friendly and professional staff will ensure your trip is memorable and enjoyable. ... more less
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- Also Known As:
- Holiday Inn Express Madison Hotel Madison
- Holiday Inn Madison