Hyatt Place Madison / Verona — Hotel in Verona

Worst guest experience I have ever had at a hotel. I am currently in Verona for a medical conference. My week long reservation had been made almost a month prior by the hospital I work for. Due to a family emergency, I was unable to make the trip to Verona on Sunday when I was scheduled to check in so I drove over early Monday morning and went straight to the conference.

This evening when I arrived to check in, I was told there were no rooms available. Because I had not checked in on Sunday, they cancelled my reservation and gave the room away. The clerk contacted the assistant general manager whose only response was, "why didn't he check in last night and did he let us know he wasn't coming?". Yes, that was actually his response! No effort was made to get me a room at any other Hyatt or affiliate hotel in the area.

My only option was to find other accommodations at my own expense. Needless to say, due to the ongoing medical conference, rooms in the area are in short supply.

The only ray of light in all this was Linda, the desk clerk. She did do everything she could to resolve the situation and despite my frustration (which was significant!), she remained very sweet and apologetic.

I am still in shock that a month old corporate reservation for a week long stay was cancelled the first night due to a no show! There are a thousand reasons that could explain a not arriving when expected but to not only cancel the reservation but not even offer any REAL potential offers for a solution is astounding. I certainly don't intend on staying at a Hyatt again unless I have no other option.

My reply to the response from Hyatt.

Just because cancelling a week long reservation with NO understanding of why your guest was a no show on the first day or if they were still coming is your "standard policy" doesn't make it good policy or the right thing to do. There are countless reasons I could have been a "no show" that was simply a LATE show, as was my case. I have traveled extensively for work for many years and NEVER had such a thing happen. In fact, the policy has always been, "don't show and you will be charged regardless". So your rediculous policy is just that, rediculous. And yes, your assistant general manager did NOTHING to assist me in finding another room. No, I will NOT be back, today or any other day if I have ANY other options. Particularly after your response which did nothing but make excuses for terrible guest service rather than offering anything to make any attempt at making things right. The poor service continues with a...

Although this will always be my first hotel choice when visiting Verona for Epic training/conferences, there are a number of things that need improvement. There are pros and cons to this hotel and I am hoping the cons are fixed by the next time I visit next year.

Cons: Shuttle size is small. The shuttle maxes out at 12 or 13 people I believe. If there are more than 12-13 people who are waiting for a shuttle to Epic in the morning, they end up being dropped off in batches, which causes late arrivals. Definitely need a shuttle with a bigger size. Also, the shuttle should be available for the majority of the day to take people shopping, to restaurants, and more places than Epic/the airport.

The food options at the hotel are very limited. The advertising on the hotel website makes it sound like they have a lot more options than they actually do. The breakfast food is not good at all, one step above microwaveable food. The bar does not offer "bar bites shareables" like advertised on the website. The bar only offers drinks but no hot food. The website also states that the "Market" offers "perfectly packaged grab-and-go items" which are essentially just potato chips, Oreos, Chex Mex, and a few carbonated drinks. Although there are restaurants nearby, I would like to be able to eat food at the hotel with an option for room service.

The WiFi is not good at all. There is a large number of people who stay at this hotel for Epic-related reasons. This means these visitors are all IT professionals who need high speed WiFi to meet their technological needs while staying at the hotel. The WiFi is super slow and also disconnects very frequently from electronic devices that you have to reconnect again.

The water is not very hot.

PROS Very close to Epic Offers a shuttle to Epic and airport Staff is nice and they provide what you request The hotel is new and clean, very well kept The lobby has a nice seating area for...

Have stayed at this location multiple times and always enjoy the experience. The facility is in a nice location with nice restaurants within walking distance. The area is starting to get more construction around it, but is still very open for now surrounded by cornfields. Importantly, it was quiet and appears to be safe. The staff are all very friendly and helpful and checking in/out is very easy/quick. Breakfast area is clean and nice and there is a hot service everyday...although the options appear to be the same everyday or at least the 4 days I was there (eggs, potatos, sausage, french toast strips). But there are some other breakfast options as well. There is a downstairs lounge area that is nicely kept/staffed. Did not use the pool and fitness areas this time, but checked them out and they are nice and well maintained. My room was very nice/comfortable. The bed was nice and although I had a little exercise finding the right pillow arrangement, there are several (4 + 1 in closet) to work with. The only downside is that the room is not serviced everyday which is a letdown as I hate coming back to a room at the end of the day and bed is unmade, dirty cups/glasses still on sink. I don't travel as much as others, maybe this is the standard now. Room service appears to be every other day. There was not a clock in my room, but the other person I was traveling with said that he had one...this is not a big deal for me as I am reluctant to trust them anyway...use my phone. There are plugs at the nightstands, so that is nice. This is a great place to stay and would have given it a 5 except for the room...