Madison Marriott West — Hotel in Middleton

My check-in experience was TERRIBLE. No one was manning the front desk. Granted, it was around midnight when I arrived but I had updated the app accordingly. I even called Marriott's customer service line because I did not receive a confirmation. The service rep stated the system was having problems but did confirm my reservation.

No one was at the front desk. There wasn't a sign for ring bell for service. Part of me started to panic wondering how we would get into our room (mobile key had not been delivered yet)

After several minutes of waiting, I walked back behind the counter and found an office door toward the side. A man had his feet up on another chair and appeared to be sleeping.

He did not apologize, did not offer anything. I tried to make conversation with him and he said he was 'tired'. Well..I was too..hence needing a hotel room.

He was dressed in a black hoodie with designs and no nametag. Usually, I am thanked for being a platinum member and asked if I wanted a food and beverage credit or the points. No question asked.

"so two beds?" that was the extent of his interaction with me. Did not turn on my mobile key either. Did not talk to me about breakfast options or any facility offerings.

When I checked out, I made mention of this to the front desk clerk who just kinda shrugged it off and that he would address it.

UM...ok

then I found out they charged me a $10 parking fee. The front desk clerk never even asked me if I drove up. There was no mention of this charge.

Stay somewhere else where they care about their customers. I did not feel treated as a valued customer there and they seem to be money hungry charging $10 for an open parking lot - I also have a handicap placard.

The room itself was nice, the bed was comfortable. The service though? I've received better service at a motel 6. Why bother having brand loyalty if that's how they treat people...

I was here for a conference and able to check in very early - 1:00. That was really nice. First impressions of the place were that it was really nice and modern, but everything quickly went downhill.

The first thing I noticed when in the hotel room is that you can hear just about everything going on in the lobby, even when you're on the 8th floor like myself. The hotel is set up in a way where it's basically an echochamber and all the rooms are positioned in a circle that goes up 10 floors with the lobby, restaurant, and bar at the bottom. I heard nothing but cutlery clattering and people laughing and talking loudly past 10pm. In addition, the first time I flushed the toilet, it kept running, so I had to open the tank to fix the chain - it's absolutely disgusting. I also opened the cabinet to put food in the fridge and it's literally broken off its hinge. I was woken up at 5am from the sound of someone's phone in another room buzzing over and over again (complaint being that the rooms are poorly soundproofed) and the alarm in my room went off at 5:45am - I didn't set it, it just wasn't turned off from a previous stay. The phone in the room doesn't work, so I had to call the front desk with my cell phone, and the lamps next to the bed flickered on and off so I ended up just turning them off. Most frustratingly, I think, is that when I called the front desk with my cell phone, I was calling to ask them how I could provide them with my tax exempt form as the woman who checked me in said I should get that into them as soon as possible. They told me I could email it. I emailed it at 3:20pm which is before check in even officially starts, and they did not apply it to my room, so now I'm going to have to go down to discuss it with them.

Overly a very unsatisfactory stay with a lot of little issues that added up to an overall...

After a 3 ½ hour drive, my family arrived at this hotel eager to rest and let the kids unwind with their iPads using the hotel’s Wi-Fi. Unfortunately, the Wi-Fi never worked. When we went to the front desk for help, we were shocked to be told that we needed to call an IT support number and troubleshoot the issue ourselves. Seriously? We called the number and were put on hold for so long that we eventually gave up. The Wi-Fi still wasn’t fixed the next day, and the front desk just handed us the same number again, expecting us to spend more time solving their problem.||The experience only went downhill from there. We requested room service, but when we returned mid-afternoon, our room hadn’t been cleaned. On our way out, we reminded the front desk staff, who jotted down our room number. But when we came back around 9 PM, the room was still untouched. On top of everything, on our last day, we discovered that the shower gel dispenser in the shower was empty.||At checkout, I requested a printed receipt, only to be told that they couldn’t print one because their system was down. When I tried to share feedback about our stay, the front desk person scoffed, turned their head, and walked away. The level of indifference and unprofessionalism was unbelievable.||Adding to our frustration, we were woken up twice at 2:30 AM by a large wedding party in the hotel’s atrium. It was incredibly noisy and made sleeping nearly impossible. To make matters worse, the hotel has only two elevators to service about 34 rooms per floor. We had to wait multiple times as three elevators passed us before we could finally squeeze onto one.||This entire experience was a disaster. I cannot recommend this hotel to anyone. Poor service, unhelpful staff, broken systems, and endless frustrations made this stay a nightmare for our family....