Holiday Inn Express & Suites Madison by IHG — Hotel in Madison

Stayed continuously at this hotel for over two months and previously stayed at this hotel for the past three (3) years (over long periods of time of 3 months or more). Have seen a significant drop in quality since a new manager has taken over.

I feel this hotel is definitely NOT worth the price of over approximately $1xx/day....

Washing machine not functioning properly - only filled washing tub halfway full of water; no remote control for TV in exercise room, Multiple items on breakfast bar not refilled or missing; TV was not allowed to be changed in breakfast lounge area…was told that guests were not allowed to use the remote control per manager; Business office colored printer originally had colored ink and I requested new colored ink cartridge when it ran out...was told by front desk: "we do not even have a colored printer for us and will not be refilling it"; Heaters in hallways do not function properly (they provide no heat), so hallways are very cold; The manager was informed of all of these items/events, did nothing and was still same condition when I left hotel.

Bed Bug found crawling in my bed in room #325 and I immediately requested a new room...was told they would need to see the bed bug (I did show them - refer to pictures)... I had to move all my own items to a new room myself… I also, requested to have all my clothes cleaned (washed and dried), told I would have to do it myself...requested funds to do this and was told they would have to have this authorized. They finally did supply me with $7.00 for cleaning my clothes in their coin operated washing machine and dryer, which I cleaned myself.

I noticed that a housekeeping staff was placing new towels and linen in that room, later in the afternoon on the very day I moved out. I immediately informed her of the bedbug problem. She stated she was told to clean the room and get it ready to rent out.

Manager never addressed issue with me personally during any of this bed bug problem or for any of the complaints made to the front desk personnel.

Still working in the area needed a hotel, but refused to stay at this hotel, due to the multiple problems, bed bug problem, lack of attention to the all problems presented, lack of courtesy and professionalism by the manager.

Hotel Housekeeping, Morning breakfast staff (one individual usually working) were very pleasant and courteous and so were most of the Front Desk staff. The room was average and...

Stayed continuously at this hotel for over two months and previously stayed at this hotel for the past three (3) years (over long periods of time of 3 months or more). Have seen a significant drop in quality since a new manager has taken over. I feel this hotel is definitely NOT worth the price of over $100/day with taxes included...

Washing machine not functioning properly - only filled washing tub halfway full of water; no remote control for TV in exercise room, Multiple items on breakfast bar not refilled or missing; TV was not allowed to be changed in breakfast lounge area…was told that guests were not allowed to use the remote control per manager; Business office colored printer originally had colored ink and I requested new colored ink cartridge when it ran out...was told by front desk: "we do not even have a colored printer for us and will not be refilling it"; Heaters in hallways do not function properly (they provide no heat), so hallways are very cold; The manager was informed of all of these items/events (Manager: Desmond Bell), did nothing and was still same condition when I left hotel.

Bed Bug found crawling in my bed in room #325 and I immediately requested a new room...was told they would need to see the bed bug (I did show them - refer to pictures)... I had to move all my own items to a new room myself… I also, requested to have all my clothes cleaned (washed and dryed), told I would have to do it myself...requested funds to do this and was told they would have to have this authorized...they finally did supply me with limited amount of funds for cleaning clothes. I noticed that a housekeeping staff was placing new towels and linen in that room, later in the afternoon on the very day I moved out.I immediately informed her of the bedbug problem. She stated she was told to clean the room and get it ready to rent out.

Manager never addressed issue with me personally during any of this bed bug problem or for any of the complaints made to the front desk personnel. Still working in the area needed a hotel, but refused to stay at this hotel, due to the multiple problems, bed bug problem, lack of attention to the all problems presented, lack of courtesy and professionalism by the manager.

Hotel Housekeeping, Morning breakfast staff (one individual usually working) were very pleasant and courteous and so were most of the Front Desk staff. The room was average and...

Parking is extremely limited as the hotel is under renovations and the construction equipment/supplies takes up most of the right side of the parking lot that you are not able to access leaving very little parking and only one entrance/exit.

Upon arrival as I had requested an early check in, I was waiting for the clerk who was working with another guest to complete what they were doing, the clerk didn't even look up at me or greet me but instead just said loudly "there are NO early check-ins, you'll have to come back." It took me a minute to realize she was speaking to me and not the guest in front of her. She didn't offer to hold our bags or any further info. She was extremely rude and it could have been handled much differently. So my family had to go wander around for over an hour until we could come back and check in. We were unable to go inside anywhere as we were there for my daughters wedding and had everything in the vehicle and it was visible.

When we were finally able to check-in, the young man was more pleasant but again, wasn't sure our room was ready so we had to stand at the desk for around 8 minutes holding all our luggage/bags. Also I was not allowed to use my IHG points because I had to call to make our reservations due to it being in a saved "block" of rooms vs making my reservations online which wasn't an option.

There is one tiny elevator for guests and staff to use so once we were finally checked in we had to wait for cleaning staff to use the elevators with their carts before going to the 3rd floor.

The room was nice enough but when they had put the tile in the bathroom I guess no one bothered to check that the door would close. If you tried to close the door it rubbed/scraped the tile flooring. As I said we were there for a wedding and the lighting in the bathroom was horrible for putting on make up.

We slept fine, my only compliment is that they (as all Holiday Inn's) have great pillows. I wish I could find some like that for home.

We didn't eat the complementary breakfast because the breakfast room was so small and after the reception we received we were ready to leave!!

Hopefully we will not be staying in the area again but if we do I am not sure this is where I would choose next time. Good luck with your stays and avoid the old grumpy clerk that is...