Best Western West Towne Suites — Hotel in Madison

READ THIS BEFORE YOU BOOK: I booked this hotel just last week in Madison. I was there for two days and needed a last minute reservation. I went to check in and the front desk supervisor his name is Daniel advised me that my room is still not ready. However he said there was a suite available but at an up charge. I did not want to pay extra and thought I would wait for me room. As I was entering the hotel I noticed a sign for an offer that gets you $20 gift card if it is your first time staying with them and it was for me so I asked him about it and he said that it expired yesterday (the day before I got there). At the moment I knew something was fishy. So I got in my car and called Expedia to cancel my reservation because the front desk supervisor gave me attitude and was talking to me in a very condescending way. Expedia called the hotel to cancel and the supervisor told the expedia rep that my room was ready but I did not want to check in. I was very upset when the front desk supervisor tried to make it as if it was problem. he told expedia that the reservation is nonrefundable and they cant refund for the reservation and it is up to me to stay or leave. I called corporate office and spoke with customer service and they confirmed that the $20 offer was expired since September 3rd, at least 8 days after I was trying to check in so the front desk supervisor was just lazy and they never took it down and lied about it being expired just the day before i got there. The corporate office sent an official complaint to the general manager and I still havent heard back. I called the front desk again and spoke with Daniel and asked him to provide me with an email for their management or to speak with one of their managers, his response was management is out of office until the end of the week. Mind you that I called afternoon on a tuesday. I then asked him for their email and he said you can come and pick up a business card. I said can you just give it to me over the phone since I am not near the hotel and he said no he can't. The way that I Was treated by this supervisor is absolutely utterly disgusting. I have never experienced such unprofessionalism with all the hotels that I have stayed worldwide. I yet have to hear back from management in regards to this issue. Before you book at this hotel, do yourself a favor and save yourself the insult from the acting manager and do...

We rolled in around 11pm hoping for a good night's sleep en route to our final destination. We picked this location primarily based on location and BW loyalty program membership.

The common area was clean & inviting with seating, a fireplace & a television. Check-in was a breeze. We were encouraged to grab complimentary beverages for status. The gentleman was efficient & couteous.

Our room was spacious, with a nice color combo, lots of outlets (winning), comfy king bed, sofa, ample closet & dresser space, separate sink & the standard hotel fare of microwave, fridge, coffee maker, iron & such - and an unobstructed view of... the dumpters... well, curtains closed then. We're here to sleep anyway.

We were exhausted & ready to crash. We cranked the air, cuz it was fairy muggy. This was repeated through the night for the same reason. We each woke up hot & the room just couldn't shake the humidity permanently. We cycled between hot & comfortable. We didn't manage to dial it in to a steady comfortable temp - not sure if it was user error or unit limitations.

Most bothersome, like many others, they skimped on the sound-proofing and, apparently, the room above us had difficulty sleeping as well. It made for a rough night. It's important to note, they weren't running/jumping, just walking & we heard every step clearly, as well as people in the hall. We are not awake and refreshed. We are just awake, like we were most of the night, which may make for a long, rough day on the road.

We appreciated beakfast - an affair we typically skip at hotels. was offered as 1 choice of made-to-order 2 eggs, frech toast or pancakes - each served with potatoes & choice of bacon or sausage. The continental selection is on the small side, if you opt for that route. The area is clean & attendants are all friendly. Heck, all staff were really friendly

For under $100ttl for the night, still a good choice. Next time, I'll bring noise canceling headsets or a...

A harassing manager works here: he calls me a liar while i was polite and respectful to him and says their rules can change almost on a weekly basis. Disclaimer: I did book a non-refundable room at this madison unit on sep 24th 2022 for a oct 7th 2022 stay, on best western's website. Genuinely because that was the only option displayed to me, clicking more options on that day would not show me other choices. I had an auto accident and so had to cancel travel (flight, parking the whole lot). I call the manager on oct 4th 2022 and he oblidges to charge me only for one night since its less than 24 hrs cancellation. Realizing thats not true, i call him back to ask its more than 24 hrs and if he could point me to general policy which clearly states the rules while still being respectful.

He responds like i am trying to confront him when i am stating i only saw one option (non refundable) to book and says i am making up stories. He says almost every week their rules change and it can be whatever he wants it to be (his words i am not paraphrasing). He checks on his end for that day and only one non refundable option shows up to book. Searches for 1 week later and multiple options show and that's when he says i am lying.

Called the central best western customer care and they say pricing and cancellation rules are completely under that particular hotel and they take no responsibility.

Not trying to defame anyone here but this was my experience with this erratic fellow. So be informed and make careful choices at booking. More than happy to provide more details if best western chooses to respond to this review but this kind of behavior needs to be called out.

Update 10/8/2022: I did receive the one nights refund, at least i appreciate...