Microtel Inn & Suites by Wyndham Madison East — Hotel in Madison

Good day,

I purchased my room on hotels.com on July for a 2 night stay September 19 thru September 21. At that time I paid them $245. I checked in online on the afternoon of September, in which part of the process was to enter a credit card number. I was instantly charged $1, in which I have no problem with. During the morning of September 19, I was charged $170.00. I was confused about this charge, so I called.

Kendra was the lady whom answered the phone. I was put on hold, but could hear a conversation in the background. I did hear a curse word once. When she eventually got back to me, she looked it up, she told me it was payment for the room. I told her I already paid $245, and why am I now paying a total of over $400. She continued to tell me about how Microtel needed to get paid, not once being concerned about the guest. I asked to speak to the manager and she refused to get them.

I did get a phone call from Kendra stating that a mistake was made, but no apologies for it.

I checked in at the hotel around 845pm Friday night with no issues. The agent working the front desk was very polite, aware of the situation and advised me the charge has been reversed(as of Monday night, the $170 charge was still pending).

Sunday morning I went to the front desk to get a receipt before checkout so I have documentation regarding the $170. Kendra again was being difficult to deal with. She accused me of being rude, but in my opinion she does not care about the guests. She told me I was banned from coming back and I told her she was the least professional customer service person I have ever dealt with.

As my friends and I were leaving, I placed the keycards on the counter, advised her we were now checking out and continued walking as I was done dealing with her. She picked up the keycards and slammed them on the counter, while giving me the middle finger(according to my friend). I continued walking as Kendra was not worth my time.

On Monday, I checked my bank account and the $170 charge is still pending, but I now have two $50 pending charges. One is for 9/19 when I checked into the hotel, and the second was dated on Sunday, September 21.

I called the hotel that evening and someone, not Kendra, answered the phone. I told this gentleman this story, and was interrupted by Kendra. I told her I was not talking to her and then she hung up the phone.

Previously I requested no action, but at this point I am requesting a call back on Tuesday, September 23 between 930am and 10am as that is my break time at my job and I have limited access to my phone for the...

They have Bed Bugs!!!! Upon entering my room I was greeted with a set of stained bedsheets and pillow cases. (There was hair and yellowish stains all over the sheets). After receiving a fresh set of sheets, I decided I wanted to shower only to be met by a brownish stained tub and stained towels (I bleach cleaned the shower myself and the stains lifted Effortlessly). So when I left to do the job I was in town for, I returned to my room to find out that my tv only had 10 channels available (the local channels) so that was surprise #3….When I went to change my sheets , I noticed 2 bedbugs scurrying across the mattress where I was sitting briefly while trying to find a channel to watch. This was the last straw. I grabbed my belongings and checked out early. I captured the bedbugs in a cup to show to the desk attendant, where he vouched to be my witness since he couldn’t do much else at the time. When I tried to get a refund, the attendant told me that only the owner can give a refund and he recommended that I call in the morning when he should be present. I’ve called numerous times over a span of weeks and I keep getting the run around. No one knows when the owner is coming in and no one asks for info to have him contact me! (With exception of 1 woman who seemed pretty adamant on helping me,but still no progress). I don’t know what else to do as we all know bedbugs travel, so I’ve had to buy new luggage and toss my clothes to avoid bringing them into my home. I just called and they still claim that they know nothing about the owners whereabouts. This is beyond frustrating and I didn’t want to take it to the internet,but I am left with no choice. The customer service is horrible, the hotel is run down and very dirty. I bit the apple seeing the low rate, and I only needed somewhere to sleep due to my working throughout most of the day and evening(I’m a wedding photographer). I was barely in the room and I feel entitled to a full refund. Regardless of the rate,No one pays for bed bugs,dirty sheets, or used towels, and dirty showers!!! id give them Negative 5 stars if I could! Oh…and when I was trying to scan myself into the exterior door, a man approached me begging me to let him sleep on my floor. Heck no!! Stay away especially if you have families!!! You’ve...

The room was NOT as advertised. The room was VERY small, the furniture (which was a nightstand, bed and then counters) were ALL dirty. The drawers were broken and either they have been “fixed” by glue or nails but it didn’t work. Jacuzzi would have been nice if it was clean - it not only had dark stains that covered the bottom but I wiped it out with a washcloth and the washcloth was dirty. TV was very very small and only had a few channels that would come in - I did ask the front desk about it and was basically brushed off. The fridge only worked on the highest setting which froze everything. When I pulled down the comforter the sheets didn’t look clean - they had some stains and they were not pulled up tight and smooth like you do when you change a bed. I’ve worked as a hotel housekeeper before and in my opinion this bed was either slept in and then just remade and/or it didn’t get washed in the laundry correctly and was then put onto the bed and the housekeeper either thought they were clean (I’m not sure how they could) or just didn’t care. Horrible lighting. The room also has a very musty smell to it. I normally don’t write a review and I wouldn’t have with this hotel if it had just been a few minor things but this was horrible. As a housekeeper for a hotel there is no way I could ever “clean” a room like this and have it be acceptable for a new arrival. I am beyond shocked at the state of everything and the fact that it was deemed acceptable. I looked at the reviews after I left and I should have done that before reserving the room because they are full of reviews that are just like mine is (or worse - they had bedbugs which I did not see in my room however I didn’t...