AmericInn by Wyndham Madison West — Hotel in Madison

At first, I was pleased that the room rate was a good value when I booked it. I booked 1 night online about 4 days ahead. When we arrived at about 9:30 p.m. Central Time, the front desk staff member was checking in another guest. Listening in, the staff member ‘s tone to the other guest seemed to me to show impatience and irritation, even though the guest was asking what seemed to me to be reasonable questions and had reasonable requests. The next morning, my wife and I decided we’d like to extend our stay by 1 more night. The front desk staff member that morning was accommodating and said it was possible, then proceeded to type on the keyboard, print out a confirmation of the 2nd night, which I initialed, then charged my credit card for the 2nd night, which triggered a notification with the credit card app on my phone. Late in the evening the 2nd night, at about 9:30 p.m. CT, when my wife and I were ready for bed, a hotel staff member entered out room with the master key, without knocking, in a rude tone stated that they didn’t have us in the system for this 2nd night and proceeded to demand that I come downstairs now with my credit card to settle this matter. My wife was very upset at having been barged in upon like that, especially since she was indisposed. After I got presentable and went downstairs, I was in a very defensive mood because of how we were rudely spoken to by the staff member, and how they somehow screwed up our 2nd night registration. The 2nd front desk personnel - who was also the person we encountered when we checked in the night before - joined in trying to defend the first staff member, neither of them acknowledging how we had been disrespected by the initial rude forced entry; neither of them acknowledging that from our perspective we had paid for the 2nd night. I was treated as though I was the offender and that I was the one in the wrong. Granted, I was rather heated due to the initial event that triggered the whole scenario, but the fact that they were treating me with such disrespect after seeing the evidence that I had paid for the 2nd night really showed how much they didn’t respect or care for a paying guest. I will use this experience to enlighten the company for which I work, as they partner with this hotel for corporate discounts since they have headquarters in Madison. The hotel staff need to be trained in proper customer service. As quite a few other reviews have so aptly shared, the staff are in serious need of an adjustment in how they present themselves to...

We stayed for one night on the weekend during a roadtrip. We chose this location to save money on the hotel room versus downtown Madison. Taking a rideshare to downtown is $20 one way. We booked two rooms through a third party site and got a great deal. Overall, for just one night, nothing was a dealbreaker, but there was definitely room for improvement.||The good: |- Price was very attractive|- The lobby was clean, pool and fitness area were also clean and functional, although we did not use them.|- Rooms were clean and had basic amenities (mini fridge, microwave, bathroom with tub+shower combo, desk, tv). We did not use the tv or microwave. Everything else was clean and (mostly) functional.|- Continental breakfast was well stocked, cleaned, and maintained by their staff. I liked that they had additional vegetable and fruit options as well as the waffles, sausage, and eggs.||The bad:|- In one of our rooms the mini fridge was off when we got there. We turned it on and quickly learned why it was off. It was extremely loud and prevented me from falling asleep at one point, and woke me up from a dead sleep at one point.|- The rooms were listed as 2 Queen Beds online, but were double beds in the room. They were also extremely firm and uncomfortable.|- When in the hallways we could hear people in their rooms having fairly normal volume conversations/watching tv. We couldn't hear anyone inside our room, however.||My biggest complaint, however:|- We did not check out of our room, but we had taken everything to our car and had breakfast. During breakfast we got a text that we had been checked out. We wanted to go back to our room to freshen up after breakfast (9:15), but a housekeeper was already inside. No idea if somebody gave them the wrong room number when they checked out, if they clicked the wrong button, or if a housekeeper was really knocking on doors 2 hours before checkout (during breakfast) to see if people were inside and checking them out, but the end result was we went back to our room, with our room keys in hand, and the door was already being propped open by the swing lock and the beds stripped. So, we decided to just leave and dropped the keys off at the desk. It's not like we had stuff inside and we were going to leave in another 15-20 minutes anyway, so this didn't ultimately impact our day, but it's not...

The hotel's centralized location, rooms, facilities and pool are fine but the lack of customer service and genuine concern by the front desk and staff made us feel unwelcome and rushed out. We booked (2) two rooms for (2) two nights and they at least could have been friendlier and not condescending when requesting a floor and rooms away from the adjacent highway and noise. They showed us zero hospitality as if they were doing us a favor for staying at this hotel. I hope our review will improve their manners and sensitivity towards Hispanics and Muslims which my family and relatives are composed of. My review is a confirmation of the ignorance, arrogance and even racism that one may face staying at this hotel. The cleaning staff is just as rude and disregards the "do not disturb" sign at your door by rudely knocking and walking into the room while you are sleeping.

Reply to Owner's Response: Correction, it is not LATINA or LATINO but HISPANIC that you may be referring to regarding lady at the front desk - that is the correct term (not LATINO/A slang) for someone of Hispanic Heritage. The young Hispanic lady with long black hair did not heed to my wife's initial request and instead had her move from the 1st Floor to a 3rd Floor's room near where an outdoor generator is / was until she finally arrived to the conclusion to book us room(s) at the Top Floor away from outdoor noise as originally requested on a snowy, stormy day's arrival from NYC via Chicago's O'Hare Airport. The staffer did not listen to a paying customer's request and it took more than 15 minutes for my wife to go back and forth from floors and rooms to alert her of all these issues. That young Hispanic lady, a young Asian lady and an older Caucasian woman did not even bother to greet us from and to when we walked through the facilities and front desk - as if they were hiding from us behind the counter and / or their computer monitors. When I asked that same Hispanic lady with long black hair for the scheduled free offer for beer, wine and snacks she looked at me as if she never heard of such offer and vaguely gave me directions to a room around the corner from the front desk. Your staff did greet and had broad smiles for anyone of Caucasian makeup. Please improve your selective, biased hospitality...