Country Inn & Suites by Radisson, Madison Southwest, WI — Hotel in Fitchburg

I reserved a group of rooms for family to utilize for a gathering at my home just down the street. The location was very convenient and I had previous experience with Country Inns and had been satisfied. I was extremely dissapointed with the level of customer service I received throughout my interactions with not only the front desk staff, but also the General Manager at this hotel. The General Manager had told me that I could have family call and take the rooms to put the reservation under their names so I would know what unused ones to cancel ahead of the date. The GM called me at few weeks ahead of the day to remind me that folks were using the work "block" when they don't do blocks, but reservations. I said I would correct their terminology. She also told me a family member, and provided their name, had been getting snippy with the front desk staff. I apologized and said I would look into it. I called my Aunt and asked for detail. She said she had called the front desk to take one of the reserved rooms and had been told they didn't do that and would not do that for her. My Aunt asked the front desk person, "Are you going to be able to help me?", to which the front desk person responded, No! My Aunt called the GM to tell her about the situation, left a message and never got a phone call back. I was appalled. So I called the hotel back to let them know I had talked to my Aunt and to figure out what the situation was on releasing the reserved rooms to my family. I talked to the front desk, as the GM had gone for the day. I explained the situation, told her about my Aunt's experience. She actually said to me, "I'm hearing a lot of he said/she said here." I'm sorry, I'm the customer - since when is it okay to talk to a customer like that. Getting nowhere, I simply asked her if it was going to be possible to have my family put their name on the reserved rooms like I had planned and been told by the GM that they should do. She replied, "Everything is possible except bringing my parents back from the grave." I did not know what to say to this and was, rightfully silent for a second, as I was puzzled as to how to respond. She then said, "If there is nothing else, thank you, bye." and hung up the phone, as i was saying, "wait, I...". I called back and she put me on hold and then the call was lost. I called back again and she didn't even say thank you for calling or where I was calling and just told me that I'd have to call back later because she was busy and hung up. I didn't even get to speak. I called the GM the next day and told her that I had some feedback on my experience that I'd like to talk to her about. That was in late December. The event was in early January and still no call back from GM. I have told everyone I could about this experience and will not ever recommend this hotel to another person. Clearly, even their GM does not care about providing good customer service, so if the leadership doesn't do it, the staff certainly isn't expected to. Terrible experience - not even worth one star, but they wouldn't let me not put at...

Unprofessional conduct displayed by one of your employees in the Country Inn & Suites by Radisson, located at 6275 Nesbitt Road.

For some context: I stayed 2 nights at the aforementioned hotel from April 30th - May 2nd. Overall I had a great experience, and until this morning, all of the staff that I encountered were helpful and respectful.

Unfortunately, this morning, employee named Jessica, yelled at my girlfriend for being "the last ones to check out" and she was mad because "the cleaning staff is waiting outside of your room and you told them to shush". I found my girlfriend in the car crying and distraught. Whatever the case may be, or the exact words exchanged, it's completely unprofessional and no guest should leave their stay crying.

I went back inside to get the other side of the story and Jessica alleged that we violated the terms because we didn't vacate at 11 but that she wasn't going to charge us (the audacity!). As seen below (in the attached pictures) the confirmation email, as well as the morning text I received from your company, tells me check out is at 12. Nobody else in the company told us check out was at 11, I only knew this because Jessica told me when I went back inside. I tried explaining this to her but she kept saying it didn't matter and that I "should've known that". I told her she was being completely unprofessional and disrespectful, I also let her know that she made my girlfriend cry and her response was abysmal "I don't care, I'm the best worker here, they will never fire me" I then asked her why she yelled at my girlfriend, and she alleged she didn't yell at her and she must have made it up.

Additionally, I then asked her to bring the person who she alleged we told to "shush" when they tried knocking on our door. Milo then came out and clarified he never heard us say shush to him. I then confronted Jessica and told her "so you lied straight to my face?". She didn't know what to say but continued to allege we harassed the cleaning staff even though Milo said we didn't.

Furthermore, I then asked for contact information and their names. Milo, while a little confused, he understood the was some miscommunication and told us me he was sorry for the confusion. Milo was cool headed and professional during the encounter and didn't change his story to fit Jessica's narrative.

Moreover, Jessica said she wouldn't give me her name and that I could find it if I wanted to. She continued being disrespectful and unprofessional through the entire encounter.

Finally, I'm disappointed in having such a terrible experience this morning specifically because I tend to stay in Country Inns throughout my travels (of which I have driven across the continental united states' twice and stayed mostly in Country Inns), most of the time it's a stellar experience but sadly I can't say that it was today.

Mind you I payed for an upgraded room to the Whirlpool Suite and was treated abysmally...

Excellent cleaning staff; spotless room. Breakfast staff does a very good job. Night time front desk staff courteous and responsive.

Let me preface by say that we booked this specific hotel because they had an indoor pool and our grandchildren were staying with us. The pool seemed a little cool on 11/21, but we like a cool pool and warmed up in the hot tub after swimming. But, starting the next day the pool was COLD. There was a thermometer in the pool and for the next two days it registered 68 degrees. I notified the front desk day staff the first day so was surprised to see it that cold the second day. We were not able to swim in pool water that cold. I brought the thermometer to the night desk and asked them to please notify management. There were two other families that second night who wanted to swim, but like us were stuck using the hot tub with their kids. Later that night the desk clerk told me that they had someone working on the pool situation. One of the other families, who had also contacted the front desk, told me that they were told the pool heater was broken. So, on Day #3 of a now 62 degree pool I called and asked to speak to management. I got Carol (who did not give me the courtesy of telling me another manager was on the speaker phone with another manager). I simply asked for an estimate as to when the pool would be fixed. She informed me the pool was fine and they had checked frequently and the temperature was correct. She got very defensive when I mentioned that I was aware the pool heater was broken. All I had asked was when the pool temperature would be back to normal. I think this was a fair question since we were staying there to enjoy the pool. This was the first time in my life (I'm in my sixties) I have ever asked to speak to a hotel manager and was surprised at her lying to me. I understand that a pool heater can break; that was not an issue. I just wanted to know when it would be fixed. Carol could benefit from customer service training. No customer wants to be lied to or issues "explained away". They want to know management is on top of the issue and what is being done. Her pool staff could benefit by knowing they should have been on top of this the first time they realized the pool temperature had dropped so drastically (if indeed they were checking). The third night the pool temperature was back to normal and we enjoyed the rest...