Best Western Plus InnTowner Madison — Hotel in Madison

After ready the reviews and seeing the proximity from the Camp Randall Stadium, I was excited to visit this hotel. After dealing with the amount of ridiculous nonsense when we visited, I’ll never be back. We arrived at 4:30pm; an hour and a half past the check in time, only to walk into a lobby full of upset people because the rooms for that even had yet to be cleaned. When we got to the counter, we were told we had to park in the hospital parking ramp down the street due to the hotels parking lot being full. I found this to be ridiculous as well because I would have thought each room would have came with at least one parking spot and that wasn’t the case. We were put on a waiting list, and was told after giving them all my information that they’d call as soon as the room was ready. Not being from Madison, we walked around given no choice since we were there for the Morgan Wallen concert. By the time the concert had let out at 11:10pm, we still hadn’t received a call and when we got back to the hotel, they had to take all our information again because the day shift employee we dealt with, failed to inform the night shift of what was going on. After getting our keys, I went to grab our suitcase and found a piece of paper stating that we had to move our car or go talk to the service desk to prevent our car from being towed. Regardless of getting the paper we needed to stay in the parking lot finally after checking in, luckily the hotel didn’t call a tow truck because we would of been at the concert at that time. The fact that they had the time to go out and place these on not just my car, but everyone else’s cars who had the same issue checking in with me, and couldn’t get the rooms clean on time, shows how unorganized this hotel was when they knew since February that Morgan Wallen would be performing down the street at Camp Randall. Our room was far from clean and the air conditioning didn’t work dispite calling down to the service desk where the employee didn’t know how to help us. When checking out, the same employee, some blonde haired guy; I can’t remember his name, didn’t bother to ask how our stay was. I’m assuming it’s because he knew exactly the response he’d get. This was the most unprepared and unprofessional hotel I’ve been to for an event like this and I will be contacting customer service because for the amount of money I paid given the fact the prices were raised for this event, it was a HUGE letdown not just for myself, by for my fiance and I’m sure a number of other people experiencing the...

EDIT DAY 2:

Today I had my appointment. Asking how the shuttle works was simply not clear. We came to the lobby, asked again what we need to do as there’s no scheduling. We were told to wait til we see the van. On your website, it states the van drops you off at several different places. So when the van showed up, we jumped in. I thought the driver would ask us where we needed to be dropped off. We had to tell him but he did quietly ask the people in the back but they were busy talking and finally responded.

He pulled up at UW, and we were like, is this us? We assumed so and got out since there was no announcement. Our driver was not a happy or even agreeable person. This was our first time and needed direction. It all worked out, and called to get our ride back, but that was easier. I still stand by my original review. Nice room, great food, great restaurant service. And the breakfast was also very good.

Today, the desk people were nice but so very vague about the shuttle. When we anrrived back at the hotel, a family was waiting inside as instructed by staff. The van pulled up, picked up one person waiting outside. By the time the family went out, the van was gone. They came in wondering what just happened. Staff said he’d be back. We almost said, “the driver is crabby”.

Also the elevator was out and I had to ask where another one was. You’d think it would be posted on the “out of order” sign. They just said “by the pool”. So we followed those signs.

ORIGINAL REVIEW Here for one day for an appointment at UW Heath. Checked in today and my room was clean and comfortable. Had dinner at hotel restaurant and I can’t say enough about the food. Everything was delicious. Shrimp tacos, garlic mashed potatoes, even the Bloody Mary. Our waiter Emmanuel was the best! Great service. Looking forward to breakfast and utilizing the shuttle service before departing. I don’t expect any...

Awesome customer service! Everyone very helpful and polite. Breakfast buffet was nice with a nice selection of foods. Just a few bad things, 1 the pool was closed the entire time we were there for repairs (understandable) but we had our 5 yr old grandson with us that could have used the pool to burn off some energy & steam, 2 the bathroom in our room could have used some more cleaning. The sink & tub had hair in them, not 1or 2 hairs lots of them. The sink & faucet appeared to have vomit on them ( easy to clean as I always take a baggie full of disinfecting wipes to every hotel we hope to). 3 our toilet wasn't properly screwed down to the floor, every time any of us including the 5 yr old sat on it it would drop down about 1/2" and make this huge thump sound and the tank banged against the wall ( probably very noisy to the room next door). The last thing was the in room coffee maker. It was a 1 cup maker, when you opened it to add water you could smell musty water & see that it hadn't been cleaned for some time or ever. There was only decaf cups for the coffee maker, only powdered cream substitute. If you went to the front desk or lobby you could get half & half but no flavored cream, no biggie we just bought a small bottle & put it in the in room fridge. The room other than the bathroom was very clean, the only other problem was that the TV was in a wall sized entertainment center but you could only see the screen from one bed, the view from the other bed was obstructed by the cabinet wall. That was a bit disappointing. Over all I would highly recommend this hotel to anyone staying in Madison, it's proximity to the UW Hospital & clinics, VA hospital, Children's hospital is very close, they do offer a shuttle to all of these places which was very nice, and was close enough to downtown if you were just looking for a nice place to stay while in Madison. We will stay...