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Subject: Urgent Concerns Regarding Service and Room Conditions Mobile App Communication: The staff consistently failed to respond promptly to messages via the mobile app. On one occasion, while waiting in the lobby—where no other customers were present—I was ignored when requesting the shuttle service. Shuttle Service: When I needed a shuttle to the airport at 5 a.m., Manager Alfonso informed me that no shuttle would be available. Despite this being a service promised on your website, Alfonso stated he could not accommodate us and showed reluctance to arrange alternative transportation. But I found out there was a shuttle for someone at 4am. Please tell me that this hotel is not about discrimination or ageism. I felt it!!!! Room Temperature: The room was excessively hot, even after the maintenance team replaced the air conditioning unit. Despite running the new unit for over two hours, the room remained uncomfortably warm. When I requested a room change, Alfonso hesitated, citing concerns about overtime for cleaning staff and expressing skepticism about the room’s condition. His response was dismissive and unhelpful, even suggesting he would need to verify the issue himself, which was unnecessary and highly unprofessional. Breakfast: Fresh fruit was available and the personal maintaining the food area was excellent and friendly. Happy Hour: 1 bottle of wine that was almost empty. I asked for a new bottle and the front desk personal said there wasn't any more. SO, take sips because they don't want to buy more. Not great anything for happy hour.

I had a room rented for a couple of weeks for my stepfather’s 90th birthday bash. On the day I was to travel, my mother called and she was SO sick, and meanwhile, my stepfather was having problems with his back to where he could barely move! I phoned the hotel and Vick, the general manager, not only refunded me most of the price for my reservation, he informed me of the third party vendor with whom I made the reservation on line and could not recall, but he graciously answered there questions about his name, and his title, which the “title” they did not tell me about the first time I called. So, a total of 3 calls to Vick! I stay at this hotel every time I see my parents. It’s very close to our family home. I have reserved rooms before only as Amy Cardwell, but I got married and my last name changed to Laster. That did not matter to Vick. He just wanted to help me! Thank you, Vick!

We stayed here for the 4th of July weekend and found the hotel to be very nice! The hotel is relatively new and was extremely clean. The bed, bedding and especially the pillows were super comfortable. In fact, I went online and ordered the same pillows after our stay. The room was equipped with a full-size refrigerator/freezer, a microwave, and a small stove and oven. We appreciated that as we got takeout both evenings from local restaurants and we were able to reheat the food and eat in our room. We especially liked the way that the hallways are offset for the rooms as it makes the appearance nicer and also seemed to cut down on noise from the hallway. The hotel has great amenities such as a small theater, swimming pool, and workout room. We were not able to use any of these due to CoVid, but they will be great once the pandemic is over. There were signs advising safety during CoVid as well as hand sanitizers at the front desk and in the elevator, which was greatly appreciated. We only used the elevator upon arrival and departure and used the stairs otherwise. There are only two things that were not perfect. The young man who worked the front desk all three days that we stayed at the hotel was very polite and helpful. He was wearing a mask each time that we saw him, however, he did not have it covering his nose, which definitely cuts down on its effectiveness. We really appreciated that the hotel offered a ”brown-bag” option for breakfast since they could not offer the breakfast buffet due to CoVid. It came with a bottled water, an individual yogurt, an apple and a small muffin. Since each suite has a microwave and a toaster, either an English muffin or a bagel would have been a welcome treat instead of the muffin. Maybe you could offer two types of bags: those with the muffins and apples, and others with bagels and bananas. All in all, we were very pleased with the hotel and will definitely stay there again! If you are looking for a clean, comfortable stay that is close to the interstate, this would be an excellent option for you!

I love coming here. There’s no way to really travel these days during the pandemic, and so this is a nice little home away from home. Very clean, nice staff, and they don’t bother you.

Facility was clean. Rooms were clean and comfortable. Bathroom was clean. Beds were comfortable. Breakfast was good and dining room was clean. We had a very comfortable stay. Would recommend. Our entire family had a very good stay and a good time.

Hotel purports to be pet friendly, which is why I chose them for my stay for me and my dog who is visiting the University of Wisconsin to start radiation treatments for her very painful bone cancer. The reservation date was supposed to be November 15 but somehow it was made for the 14th in error. I'm sure it was my fault somehow even though I double checked the dates before pressing enter. I have been going through a lot, which I what tried to explain to the hotel. I asked them if they could switch my reservation to the 15th but they refused. My dogs radiation treatments are costing me almost $4000 out-of-pocket for just these 2 days alone, so in order to be able to afford the hotel stay that I needed to use all my reward points from Hilton to book the reservation. The manager, Aaron, was rude and very matter of fact. He didn't care about my dilemma and refused to help me. He charged me charged me $108 (which included using my 10,000 Hilton rewards points) Money I couldn't afford but I had to afford to take care of my fur-baby girl. He told me he had no ability to refund my money, and then I would have to call Hilton honors directly for them to help me, which was a lie. I called Hilton rewards, asking them for assistance and they told me the only person that could give a refund and to assist with my reservation for the 15th would be the manager at the hotel itself. They refused to advocate on my behalf as one of their loyalty rewards members So now after driving three hours early this morning… instead of me, being able to stay in in Wisconsin for my two day treatment, I will now have to drive three hours back home tonight and then turn around and get my dog with cancer back on the road again at 4 AM to drive another three hours there and three hours back tomorrow to get her second day of radiation treatment. Hilton is a big company and they could've helped me. They have no compassion. All they care is about money, no matter how they get it. $108 does not mean a lot to them but right now it's the world to me. And they refused to help me. If you're ever in Madison, Wisconsin please give your business to a hotel chain that actually cares about their customers. Loyalty doesn't mean anything to them. When push comes to shove, you are nothing more than a dollar sign to them. And the manager definitely treats you like one..

We stayed for five days at Hampton Inn & Suites Madison-West during the December holidays to be near family. The staff were friendly and helpful, always having coffee, tea and hot chocolate available adjacent to the front desk. The pool was very family friendly which we enjoyed with younger family members. Our room on the fifth floor was spacious and we enjoyed their good complimentary breakfast every day we were there. Several high school sports teams were staying there but it was quiet throughout the halls.. Highly recommend.

This hotel swooped in to save our evening when another nearby hotel ”lost” our reservation. We were thankful to be welcomed with a free upgrade and in time to grab a beer from the snack area. The room was basic, but very clean and extremely quiet. We had to skip the made-to-order breakfast, but were pleasantly surprised by the choices. We will definitely make this location one of our first choices when we are traveling to Madison again.