Comfort Inn & Suites Madison - Airport — Hotel in Madison

We arrive and check in where my mother let them know she had booked an accessible room. They gave us our keys (2 rooms) and we went upstairs, which seemed like a questionable place to put an ADA compliant room, what with fire codes and all. We find it is not an accessible room. My mother calls downstairs and speaks to the young woman who blandly said, "Oh, I'll have them clean another room. It'll be 20 minutes." My mother did not receive a phone call back to tell her it was done. We had to go to a restaurant across town. She needed to use the toilet and her only choice was a non-accessible one. She was not able to get up from the toilet because it was NON-ACCESSIBLE. My father had to turn around from the restaurant to come help us. She is 76 years old and has limited mobility. I shudder to think what would have happened if she had fallen based on Comfort Inn's error.| So, we go downstairs to express our displeasure and get the key to the other room. The young woman was not apologetic at all. In fact, she is defensive, when we try to figure out what went wrong, so helpfully saying, "It's not our fault, we didn't take the reservation." Unprofessional AND apathetic - charming. They inform us there are only one bed rooms for handicap individuals which is not what we thought we had booked. They informed us if she needed the bed to herself my Dad could sleep on a roll away, which was not acceptable. They literally did not know if there were any other choices. In fact they gave me a key to a room they "thought" was accessible and I wisely went to verify. It was not. They claimed they had a sheet showing them, but it was not accurate and that too was not "their fault". (Please read the other reviews from visitors with disabilities - apalling.) They were under new management after all. In the meantime, we were very late and chose to address this when we returned, hoping they could figure out how to be accomodating at all in our absence.| We return and they only have that option. My father, also elderly, chose to not assert himself and take the roll away, which again - ridiculous. The roll away arrives. He opens it to find 3 partially empty beer cans and a wet spot on the mattress where one had spilled - clearly this has not been cleaned. To boot, there were no pillows, blankets or sheets. | I can't believe that this is what a nationwide chain has to offer disabled people. I certainly hope that there are more than one choice of kind of room for disabled people and a basic understanding from staff as to what accessible means.| And, this is just a fun postscript. Our family friends who also stayed so we could be together were placed in a room without curtains, adjacent from the parking lot floodlights. I emailed the assistant manager 4 days ago and have heard nothing. |Word to the wise - Do...

We arrive and check in where my mother let them know she had booked an accessible room. They gave us our keys (2 rooms) and we went upstairs, which seemed like a questionable place to put an ADA compliant room, what with fire codes and all. We find it is not an accessible room. My mother calls downstairs and speaks to the young woman who blandly said, "Oh, I'll have them clean another room. It'll be 20 minutes." My mother did not receive a phone call back to tell her it was done. We had to go to a restaurant across town. She needed to use the toilet and her only choice was a non-accessible one. She was not able to get up from the toilet because it was NON-ACCESSIBLE. My father had to turn around from the restaurant to come help us. She is 76 years old and has limited mobility. I shudder to think what would have happened if she had fallen based on Comfort Inn's error. So, we go downstairs to express our displeasure and get the key to the other room. The young woman was not apologetic at all. In fact, she is defensive, when we try to figure out what went wrong, so helpfully saying, "It's not our fault, we didn't take the reservation." Unprofessional AND apathetic - charming. They inform us there are only one bed rooms for handicap individuals which is not what we thought we had booked. They informed us if she needed the bed to herself my Dad could sleep on a roll away, which was not acceptable. They literally did not know if there were any other choices. In fact they gave me a key to a room they "thought" was accessible and I wisely went to verify. It was not. They claimed they had a sheet showing them, but it was not accurate and that too was not "their fault". (Please read the other reviews from visitors with disabilities - apalling.) They were under new management after all. In the meantime, we were very late and chose to address this when we returned, hoping they could figure out how to be accomodating at all in our absence. We return and they only have that option. My father, also elderly, chose to not assert himself and take the roll away, which again - ridiculous. The roll away arrives. He opens it to find 3 partially empty beer cans and a wet spot on the mattress where one had spilled - clearly this has not been cleaned. To boot, there were no pillows, blankets or sheets. I can't believe that this is what a nationwide chain has to offer disabled people. I certainly hope that there are more than one choice of kind of room for disabled people and a basic understanding from staff as to what accessible means. And, this is just a fun postscript. Our family friends who also stayed so we could be together were placed in a room without curtains, adjacent from the parking lot floodlights. I emailed the assistant manager 4 days ago and have heard nothing. Word to the wise - DO...

The first night our room smelled horribly strong of cleaning agent. It was muggy in the room. The air conditioner was on High and the windows were open. I found this odd. There was a red substance splattered over the wall,outlet, door of the bathroom into the bathtub, and over the hand rail by the toilet.(this was NOT blood.), The glazing or finish was missing in many places in the tub. There was no matt in the shower to stand on and it was terribly slippery. Oh, and this was an accessible room. The rest of the room appeared to be clean. We slept in a fairly comfortable bed. We had closed the windows over night and turned the air conditioner on to keep us cool. We then learned why the windows had been left open. The room reeked of urine. We left to go down to a pretty good breakfast and upon return to the room the smell was awful. I went down stairs and spoke with the front desk staff. I was promptly given keys to another room which was obviously a nice upgrade. Upon entering the new room, it smelled much fresher and appeared to be much cleaner. There was a white powdery substance all over the top of the desk. I went back down stairs, said this room was indeed much better except for the powdery substance all over the desktop. I was told it would be wiped up promptly. I rode up in the elevator with a gentleman from the front desk who was told to wipe it up. I went up to my smelly room to pack and upon entering the new room, the powdery substance was still there. I took a wet wash cloth and cleaned it up myself. The bath tub dripped all night. The spigot was crusted in lime, the entire spigot about came out of the wall when I attempted to pull up the nozzle to engage the shower. Very little water came out of the shower head. Most of it just poured into the tub from the spigot. The finish or glazing in the tub was gone in places and was green (not mold) around the drain. This was rated a 4 star hotel. This is a gross exaggeration of the quality of the hotel. To be fair, It is "under new management" and is "under remodeling". UGH. I will say the breakfast was not too bad. The biscuits served were fantastic. I am also concerned about the electrical safety of the hotel. I overheard a client stating the outlet on the lamp used for charging "blew up" and took out the lamp. The lamp next to my side of the bed kept going out and when the switch was flipped off and back on, it would come back on only to go back out again after a...