Holiday Inn Express & Suites Madison West - Middleton by IHG — Hotel in Middleton

We have stayed at this property for years. Our most recent stay was terrible.

Upon checking in, the lobby was full of adults eating and drinking. Not a big deal, but they had a full bar set-up with bottles of liquor and beer. They were quite loud. I asked the person at the front desk if we should be looking for another hotel? He assured me it would be addressed.

They were kicked out of the lobby, and proceeded to go to the parking lot and tailgate out there until 2 am. Then, when returning to their rooms, were yelling in the hallways and slamming doors. While they were in the parking lot, their kids were running up and down the hallways causing disruption. We finally got to sleep about 2:30-3 am.

We awoke to these guests again the next morning. We went to have breakfast, and most of the food was depleted. No eggs, bacon, hashbrowns. One of the two coffee makers was out of order, two of the juices were out of order.

Every table was dirty. My wife went back up to the room to get Clorox wipes to wipe a table for us to eat what little was available. We ultimately left and went out for breakfast at our expense.

I spoke to the manager of the property. She said that, because we didn't call the front desk to complain, there was little she could do. She offered some IHG points, but not even enough for 1/4 of a night on a Badger football weekend stay at their property. She also said the breakfast was complimentary and we weren't charged for it, implying it wasn't a big deal that there wasn't food since we didn't pay for it. I said that is a factor in us deciding where to stay, as the complimentary breakfast for a family of 5 is a factor.

Bottom line, this used to be our go-to hotel in the area, but has declined significantly. We will be looking elsewhere for future...

Checked in online and pickup the key at the front desk. Ample complimentary parking. Room 406 is located at the back of the hotel, half way down the hall from the elevator and was a great location.||||The room was a good size, with two queen beds and a sofa. There was no room between the sofa and the bed closest to it. On the opposite wall, there was a desk with 1 chair, bench, TV with dresser space under it and a wardrobe. Outlets and USB ports were provided throughout the room. The beds were comfortable and there was extra bedding on top of the wardrobe in the room. There is a microwave and mini fridge in the room. The little shelf in the entry way was a nice touch.||||The tub in the bathroom drained well, but considering how new the hotel is, the tub was already peeling. There was also no place to hang towels. Shampoo, conditioner and shower gel are in large dispensers on the wall. ||||Air conditioning in the room and hallways worked well, perhaps too well. Took a while to get the room regulated to a warmer temperature.||||To-go bags were provided for breakfast, as well as a bunch of packaged options including bagels, cereals, muffins. Hard boiled eggs were also available. ||||There is one washer and dryer in the hotel and the room automatically locks at 10pm, even if you are in the middle of a load. The washer cost $1.75 for 30 minutes, the dryer was $1.50 for the first 45 minutes and 25 cents per additional 15 minutes.||||The L-shaped pool is a nice size and there is a hot tub. The hot tub could have been a little hotter.||||The AGM, I think his name is Odari, was amazing. I don't think they ever let him...

This hotel was a mixed bag for us. While the location is in the middle of an industrial complex, it is centrally located for the amenities in Middleton. There was a fair amount of road noise that could easily be heard in the rooms, and the elevator is extremely slow. The rooms are updated with comfortable beds and furnishings. While we did not use the pool or the fitness center, they looked nice and well maintained when we walked past them.

The big problem here is in the details. We are Platinum Elite members and were not offered our welcome amenity at check-in, it was provided upon request, which isn't uncommon but worth noting. The first night the bottle of conditioner in the shower was empty and our Keurig would not turn on. Breakfast was fairly standard hotel buffet fare, but staff had was not good at replenishing things. During our 3 night stay I saw multiple items empty every day including: cinnamon rolls, sausage, hot water, etc. Our biggest issue was after our second night. When we returned to our room housekeeping had been to the room to empty the trash and replace the towels, however they did not make the bed. We have never had this experience before and called the front desk to check on it. We were informed that they don't always make the beds and that it's only a 2 star hotel so we shouldn't expect anything better. As disappointed as we were to hear they don't make the beds daily (not talking about changing the sheets, just making the bed) we couldn't believe the way staff responded to our inquiry.

We definitely won't be returning to this property next time we...