Holiday Inn Madison at the American Center by IHG
🏨 Hotels & Travel · Madison
total experiences
replied on google
Most reported issues
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Experiences
Hotel has severe safety hazards, poor cleanliness, and broken air conditioning.
The hotel room and common areas were extremely dirty.
Business reply on Google
Hi, We sincerely apologize for the discomfort you experienced during your stay. Cleanliness and comfort are top priorities for us, and we regret that we fell short in your case. Your feedback is invaluable, and we are addressing these concerns with our team to ensure improvements. We hope to have the opportunity to provide you with a better experience in the future. - The Staff at Holiday Inn Madison at The American Center
Hotel failed to provide booked room and had multiple facility issues.
Business reply on Google
Hi Amanda, We sincerely apologize for the numerous issues you encountered during your stay. It's concerning to hear about the room mix-up and the lack of communication regarding the hail damage. We understand how important it was for you to have the right accommodations, especially during such a critical time. Your feedback about the facilities and room conditions is invaluable, and please reach out to +1 608-249-4220 with your reservation confirmation number and details of the charge in question. Our team will review your account and work with you to resolve this matter. Thank you for bringing these matters to our attention. - The Staff at Holiday Inn Madison at The American Center
Hotel rooms were dirty and staff entered rooms without permission.
Business reply on Google
Hi, Thank you for taking the time to share this. The privacy, comfort, and wellbeing of our guests is something we take seriously, and we'd like the opportunity to look into the concerns you've raised. Please reach out to us at +1 608-249-4220 so we can connect with you directly and look into this further. Sincerely, - The Staff at Holiday Inn Madison at The American Center
Slow service, poor cleanliness, and failure to enforce pool policies.
Business reply on Google
Hi Bradley, We’re sorry to hear about your experience during your stay. We strive to provide attentive service and a comfortable environment for all our guests, and it’s disappointing to learn we fell short. Your feedback regarding guest services and the pool policy is invaluable, and we will address these concerns with our team to improve. We hope you might reconsider and give us another opportunity to provide a better experience in the future. - The Staff at Holiday Inn Madison at The American Center
Broken business center equipment and facility maintenance issues.
Business reply on Google
Hi, We’re sorry to hear about your experience with our business center and the condition of our facilities. Your feedback is invaluable, and we’re committed to addressing these concerns to enhance our guests' experience. We appreciate your patience and understanding as we work on improvements. Thank you for bringing these issues to our attention. - The Staff at Holiday Inn Madison at The American Center
The hotel room and hallways were dirty and poorly maintained.
customer experienced insect bites while staying in a damp hotel room
Business reply on Google
Dear Ian, Thank you for taking the time to share your feedback regarding your recent stay with us. While I’m pleased to hear that you found our team to be pleasant and that your room appeared clean, I sincerely apologize that your overall experience did not meet expectations. Your comments regarding the condition of the hotel and room environment are taken very seriously. Please know that we are committed to providing a safe, and comfortable environment for all of our guests. Feedback like yours is important and helps us continue to improve our guest experience. We appreciate you bringing this to our attention and hope you might consider giving us another opportunity in the future. Sincerely, Brandon Huberd fom@himadison.com
Hotel provided inaccurate information regarding pool closure and inconsistent breakfast…
The hotel facility is poorly maintained and dirty.
Hotel has poor maintenance, stained fixtures, and no hot water.
Broken hot tub, cold pool area, and hazardous hallway carpeting.
Hotel has broken amenities, tripping hazards, and sewage odors.
Hotel room had stained carpets, broken electronics, and poor maintenance.
Hotel provided incorrect room type and had poor facility maintenance.
Business reply on Google
Dear Chantelle. Thank you for taking the time to share such a detailed review of your recent stay with us. We sincerely apologize for the challenges you encountered, from the initial room type not being available to the condition of certain areas in the hotel and your first room assignment. This is certainly not the impression we want to leave with our guests, and your feedback has been shared with our housekeeping and maintenance teams so that we can address the concerns you mentioned about cleanliness, carpet condition, and overall upkeep. I am glad to hear, however, that our front desk team member was attentive and worked quickly to assist you—providing a cot, helping move you to a more comfortable room, and even reaching out to another location to try to better accommodate your family’s needs. We will be sure to recognize her for her efforts. We greatly value your feedback as it helps us improve, and we hope you might consider giving us another opportunity in the future to provide you with the quality stay you expected and deserve. Safe travels, Brett Front Office Manager
Hotel room and common areas are dirty and in disrepair.
The hotel room had a broken shower and mold.
Business reply on Google
Hi Michael P, thank you very much for staying with us recently and for sharing your feedback. We're excited to be starting renovation projects at the hotel later this year so we'll have a new and fresh look and feel at the property. Hope you'll keep an eye out for those improvements and stay with us again on future travel to Madison. Thank you ! Best Wishes, Justin Salisbury
Hotel room was dirty, outdated, and had an unexpected wake-up call.
Business reply on Google
Jacob, good evening. I was going through reviews this evening and noticed that yours had not yet been responded to. I apologize for this, we had a change with a member of management recently, and this person was the one who had been responding to reviews. I travel frequently myself as well. As you may imagine, I say at many Holiday Inn hotels and/or other IHG branded properties. Having said, I do not disagree about the conditions of the hotel! Good new is, the hotel is under new ownership as of this past month and these issues will begin to be addressed. We are hoping to start renovation this upcoming fall in fact. I hope that you will be willing to come back and see us again after this is completed. Thanks, Mike Bender Director of Sales & Marketing
hotel rooms and facilities are dirty and in poor condition