Hilton Garden Inn Madison Sun Prairie — Hotel in Sun Prairie

BRIDES BEWARE: I will first tell you why beware; then I will give a fair assessment on the rest of our stay. We reserved, specifically for our wedding, the 1 Master Suite with the adjoining Junior Suite. There’s literally only one. We specifically reserved this hotel with that feature, only because of that feature. If the adjoining suite wasn’t an option we would not have reserved this location. It was so the bridal party could get ready in one room, the grooms people in the other, but have adjoining convenience. We even planned specifically around this and planned specific photos that could only be done with that set up. The sales person David assured us that it would be reserved, and our reservation specifically mentioned the adjoining junior suite. We were gtg. Except not. Apparently the hotel has 1 adjoining junior suite & like 6 other non adjoining junior suites. To the system they’re all the same suite and David should not have guaranteed us the adjoining suite (according to manager Michelle). The day before check in, we were told we would not be getting the adjoining suite. It was rented to someone else. But don’t worry they said. We have another suite two floors down. Just right off the elevator. They acted like it was no big deal that on our wedding day, while getting ready, we now have to prop doors open, wait for elevators, and walk down the hall the get between the rooms. The pictures we planned to take trough the adjoining doors-now impossible. A quick transfer of something through the doors-now takes minutes between floors. It was a nightmare we wanted to avoid, and specifically reserved this location to avoid it. Yet after being honors members, having the Hilton AmEx card, specifically reserving it, and spending THOUSANDS, and getting our people to rent rooms through their block, still we’re not able to avoid it. It was the most inconvenient nightmare we could’ve had. Now in fairness, Michelle did her best to recover. Gave us honors points, gave us a free night of the junior suite, and sort of apologized but did so while also blaming David for the improper sale, and telling us “at least you still got a suite right? It’s just one floor down ok?” No Michelle. It’s not really ok. I would’ve rather not had the 600$ discount and honors points to be able to have a convenient wedding day. In the end, it may seem petty to an outsider, but when we specify why we want it and give you literally thousands of dollars for the two suites over a frame of 5 days, as an honors member, I expect better. Highly disappointing & frustrating. And I just want other brides to know, they will lie to you and promise you that adjoining suite so they can lock in the sale. But there’s no actual promise or guarantee. When you drop the ball like they did, on my wedding day, no matter how well everything else went, and no matter how extensive the recovery, you still only get 1 star. David needs to stop trying to force the sale & be honest about the availability of the adjoining suite. Honestly, they need to stop trying to squeeze sales so tightly and make the adjoining suite a special adjoining junior suite that can be reserved as an adjoining suite. And during recovery Michele needs to learn that you don’t gas light & minimize the situation during a recovery. Especially when the individual reserved a block, is a bride, is an honors member, & is spending thousands of dollars at your location. They’re honestly lucky they called my wife the day before & not me. I would’ve canceled the reservation & gotten a hotel that could’ve accommodated the adjoining room, but it was too late. And they knew that. And they took advantage of that after screwing us, and waiting til the day before to tell us. Just poor...

Poorly lit room and overcharged for sub-standard breakfast. I am a Diamond-For-Life member, 18 years 100% weekly travel and will not repeat my mistake of staying here again:

The breakfast was VERY substandard - the Garden is supposed to have a made-to-order breakfast, it's what makes it a Garden Inn (rooms no different than Holiday Inn Express). No such luck here - the cook is here only on weekends so just a buffet. VERY disappointed. Then this Garden charges Diamond members for breakfast. I'm sure it seemed like a good idea to Hilton at the time they changed their breakfast policy, but I think they are starting to realize it drives away business since it is now VERY rare to find a Hilton chain hotel that actually charges Diamond members for breakfast. Except here. Yup, charged but then credited back right? - only I still got to pay tax on the discounted portion of breakfast. No issue; I just deducted it from the tip that I would have left. $7.32 charged - $6.00 would-be tip = $1.32 cost. But I feel bad the wait staff got s...

Does Hilton wait staff realize Hilton's changed breakfast policy is hurting them much more than the "use-to-be" loyal Diamond members? Perhaps they should motivate their management to fix it. The good news; Hilton's changed policy made me find better hotels...

I was a guest in the lobby tonight and the gentleman named Deangelo working last night handled the crowd very politely when asking them to quiet down. We all had to sign a policy stating that we would basically respect the other quest in the hotel and be decent human beings, and the group of women and children were very loud still at 11 pm. I heard the young man ask them to quiet down about 5 times ands maybe if they weren't so loud they would have heard him. And for people to attack this poor young man for doing his job is beyond me. An adult shouldn't have to tell other adults to be considerate of other people when in public, paying guest or not Mrs. Merkel and her group was rude and inconsiderate of the other guest staying at the hotel. If I was him I would have called the police on you as well. I almost checked out of the hotel because of the amount of noise but thanks to Deangelo I was able to stay and it was quiet for the rest of the night, Regardless of what Mrs. Merkel and her group try's to say I was there and you handled that the best way you could have, otherwise you would have had a lot of guest requesting refunds. Maybe next time Mrs. Merkel and her group can control their liquor intake that way they can control their noise level as well as the girls. Just...