Incompetent Staff, Poor Service. As an executive with a large telecommunication firm I will review this internally as well to ensure Hilton does not keep our account.
Customer service starts with setting expectations, then delivering. If you make a mistake, then it's all about how you recover. The staff did none of these well at all. Including the management who is neither qualified nor empowered to do the right thing.
My reservation was mishandled, promises made by the staff that then were not kept, even after being acknowledged.
The rooms are not worth the rate, the amenities are minimal. The Hilton rests that they have a good location for downtown. Then they fall off every other category because of a lack of effort.
If you need downtown locations, I encourage you to try the Concourse Hotel.
I won't spend money at a Hilton again. Hilton Honors should be renamed Hilton Horrors.
- Official Description (provided by the hotel):
- Hilton Madison Monona Terrace, perfectly located in downtown Madison just two blocks from Capitol Square, is an elegant property connected by skywalk to the Monona Terrace Convention Center. Choose from a variety of guestrooms and suites with spectacular views of the State Capitol or beautiful Lake Monona. With an upscale, urban and residential feel to the rooms and public spaces, the hotel boasts full service dining and bar options as well. Transportation service is provided complimentary to downtown locations, including the University and Kohl Center. ... more less
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- Also Known As:
- Hilton Madison Monona Terrace Hotel Madison
- Hilton Hotel Madison
- Hilton Monona Terrace Hotel Madison
- Madison Hilton