AmericInn by Wyndham Madison South — Hotel in Monona

Had a terrible experience at the AmericInn. 30 min after returning to our room for night 2 the manager Eric knocks on the door. Very rude from the start. Saying that we can’t smoke marijuana in the room. His whole first floor smells and he knows it’s coming from in our room. Offered him to come in the room and check/smell for himself, he denied. He left saying open the window or something so it can air out. I got dressed and went to the front desk waited to talk to him because our interaction was very off. Eric called JBM for a substance issue we tried to talk to Eric to figure out the situation and him just being utterly rude not trying to comprise. Offered him to check the car and the room again because he’s threatening a $250 cleaning fee for us smoking in the room. I patiently waited in the lobby until JBM arrived and he told them the situation. Not once did I disrespect him or treat us the way he talked to us; but he wasn’t going to accuse us of something we didn’t do on or near his property. He made comments like “ go stay in a days inn” “ there’s no nice way to put you guys in handcuffs” When asked what laws were broken all he could say was a smell? Apparently it’s breaking the law if your clothes smell of anything?? But he wasn’t willing to check the room or car for proof. Ok. He came to the conclusion that he wanted us to leave and us not be there, which we cooperated but wanted a refund for the second night. He said no. We talked to corporate and they tried to get him to give us a refund, again he told them no. The JBM patrol encouraged us to keep trying because he also agreed the situation was ridiculous and should try to get our money back. We gathered our belongings and waited for him to finally go check the room and his agreement of being “fair”was not charging $250. It’s basically his word against ours. All Eric cared about was his rating and saying he’s been doing this for 11 years. You’d think someone who has been doing this for 11 years and dealing with issues as such would know the difference of someone’s clothes smelling of such and someone physically smoking in/on his property. He handled the situation horribly and I’ll never stay...

I booked two nights through a third party app called Hotels Tonight 6 weeks from now. I realized within less than 48 hours of booking the $450 reservation that our plans had changed and I couldn't use the reservation. When I looked up the details on the app, it said I need to call the hotel to cancel. I called the hotel and spoke to a nice woman. She said, no problem, but we can't cancel it for you. You need to call Hotels Tonight. They are the ones who charged you. She said, "I'll make a note on your reservation, so they know you called and it's ok to cancel." I called Hotels Tonight and they said that yes, the reservation is non-refundable, but they understand plans change. They'll work on getting me a one time exception to the cancellation policy. 24 hours later, I heard back from Hotels Tonight. They apologized but said the hotel will not cancel the reservation. (Today is July 6. The reservation is for August 20 - they have plenty of time to rebook the room.) I expressed my dismay as the woman I spoke to already confirmed approval. They said they spoke to someone named Jack who would not approve it. I just called and spoke to Jack. He was extraordinarily condescending and said he would not cancel the reservation. I was angry and upset as it is entirely in his judgment to do so. He said I should have known it was not able to be canceled and it's my fault. I said I will spread the word that this is how he treats people at which time, he said, I'm not helping my case. He enjoyed not helping and not refunding my reservation which is the opposite of customer service. I had no idea the reservation was unable to be canceled when I booked it. Shame on me for this mistake. AND hotels do make exceptions and this should be one of them. Again, I made the effort to cancel within 48 hours of booking it and 5+ weeks in advance of the reservation. I'm so incredibly upset by how...

We booked a "sound proof" room but received only one warning about noise. We would have happily piped down and even did despite what happened next. Instead the incredibly rude woman at the front desk told us it was our first and final warning and threatened to evict us. When I went to the front desk to ask her if she thought if she handled the situation in an empathetic way, she threatened to call her manager and the police on me but never did. I'm not really sure what the police would have done, seeing as we were no longer being loud, I was simply disagreeing with how she was handling things, and she hadn't actually asked us to leave. Her only reasoning is, "Do you know how often I deal with noise complaints on Fridays?" After years of experience in the workforce, there is a guiding principle that you leave yesterday and your personal life at the door before you start your shift.. Absolutely false advertising paired with unsympathetic staff. Woman did not give her name and I did not go back for it because clearly even talking to her meant she was going to call 911, so the woman had a pony tail and a face like tanned leather,...