Best Western East Towne Suites — Hotel in Madison

Called in the morning the confirm check in time, was told 3pm. When I arrived at almost 4pm the front desk told me that my room would not be ready for another hour. I was frustrated after a long day of traveling with a 8 month old baby. Let them know that wasn't acceptable I have a baby crying in the car and I would need my room sooner than an hour. The General Manager Emily steps in and tell me there is nothing they can do and that I can wait in the lobby and that she had to help other people behind me. So I said I'll wait here and stood at the front desk. Emily immediately told me I no longer have a reservation and that I would need to leave. Mind you am part of a block of rooms and all the people waiting were family that had rented many rooms for a wedding in town. So my whole family is here my baby is crying, my room is going to be over an hour late and its my fault that I'm upset and there is nothing the hotel can do except tell me my reservation is no longer good and they have the right to refuse service to anyone. I never swore, I never yelled, I simply asked them to provide me what was offered. After the GM finished up with the the next group of people behind me I apologized, explained that I was frustrated after a long day of travel and she did reinstate my room. She looked over to the assistant manager and asked if i could be reinstated, the assistant manger said my room would be ready in 10 mins. The GM then threatens me saying "there better no more problems and I can stay. " If it wasn't for a family wedding and the CrossFit event in town I would of left and just paid for a better hotel.

The most frustrating part about all of this, while Emily is trying to help at the front desk she has 3 other employees not doing anything except sitting in front of their computers, while Emily's kids are in the back office on the company computer running around and yelling behind the desk. Plus Emily was ready to go since she had her personal backpack on and kids running around. Not professional at all.

Hotel is dirty on top of it all. I regret staying at the Best...

TL;DR: This place is a dive. Need a place to crash for a night? Fine. But expect very little.

If you happen to be on a road trip, and need to pull off the interstate for a night to crash out in a hotel room...it's fine.

If you're planning on spending a little time in Madison and checking out all of the wonderful things the city has to offer, I'm really going to encourage you to find somewhere else to stay.

This hotel is bare bones. We stayed there for proximity to family for a painful 4 nights.

It needs some TLC. Everything from the elevators to the bathroom counters were chipped up, dirty and in need of a coat of paint. The light fixture in the bathroom was falling off the ceiling...and nobody seemed to care.

Ice Machine on our floor was broken, had to visit the front desk at least 4 times a day to get our key cards re-activated, no wi-fi for about 24 hours, TV remote barely worked, no room cleaning (unless requested)...and nobody seemed to care.

Well, I take that back. There was one employee who seemed to care a little. She at least said 'sorry' and that we'd get a credit on our bill for the lack of wifi (we never got the credit).

The only reason this is a two star and not a one star, is that they do actually have a tiny little fitness room (they also have an indoor pool...but based on cleanliness of the hotel, I didn't indulge). Had the room to myself each of the 3 times I used the treadmill. They also offer a complimentary breakfast. I was expecting a stale donut and see-thru coffee that tasted like the styrofoam cup it came with, but instead was somewhat impressed to find tiny boxes of cereal and a variety of convenience store food displayed like a little buffet. Gross and unhealthy (except for the water and bananas), but more than I expected. And the coffee wasn't that bad!

Anyhow. My advice to the Best Western is to try a little harder. My advice to you is to keep looking—unless you just need a place to rest your head for a few hours...

We had just stayed at your Hotel this past weekend (January 17 & 18). It was my husband and my weekend away for relaxing and shopping. I am so disappointed in your hotel, I just want to scream. When we called to book the room, we were never told about the construction that would be happening while we would be there. Very noisy and unable to hear the desk clerk when checking us in. The room looked nice when we entered. We soon find out that there was a LOT of cold air coming through that patio window. (the gentleman at the front desk there was nothing they could do about it). It was very cold on the floors area near the bed. We look out onto the patio and there is garbage on the patio. Not a very pretty sight. We had to keep the thicker curtains closed to help keep the cold out. Then we get to the bathroom. Every time we would flush the toilet, the water would splash out of the back of the toilet....eventually making the floor wet. we went through a couple pair of wet socks before we realized where it was coming from. We asked the front desk if someone could look at it. They did, but it kept on doing it. We had to use our towels and put them on the floor to catch the water. The bathtub would back up the water while taking the shower, so by the time you were done showering...a person could take a bath( yes the stopper was open not shut)and the water drained very slowly. The selection for tv channels was very disappointing. The tv screen was very dark and hard to see. The bed was very uncomfortable to us.

I am not one to make a stink about something, but this weekend was suppose to be special for me and my husband and it was not. If I could have found a different hotel, I would have. When we made the reservation, the lady we talked to said there would be a $20 deposit. No big deal. That it would not be charged to our card, unless we canceled. I get home and sure enough it was charged that $20.

sincerely a VERY...