Home2 Suites by Hilton Madison Central Alliant Energy Center
🏨 Hotels & Travel · Madison
total experiences
replied on google
Most reported issues
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Experiences
The hotel charged the customer despite a change in plans.
hotel staff failed to return a lost item or provide updates
The mattress was lumpy and the room was dirty and noisy.
Business reply on Google
Thank you for taking the time to share your feedback. I’m very sorry to hear about your experience and the discomfort you encountered during your stay. This is certainly not the level of comfort or quality we aim to provide. I would appreciate the opportunity to discuss your stay further and learn more about what happened. Please feel free to reach out to me directly at your convenience. I will also be sharing your comments with our management team so we can address these concerns. We truly hope you’ll consider giving us another chance in the future to provide you with a much better experience.
Overcharged for smaller room and misrepresented pool amenities.
Business reply on Google
Hello S. we're sorry to hear about your recent experience at Home2 in Madison. It’s concerning to learn about the issues with room charges, the pool, and room sizes during your family stay. We are looking into these matters to ensure they are addressed. We appreciate your acknowledgement of our breakfast and staff. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (608) 949-9650 so we can connect with you. We hope to have the opportunity to restore your faith in our brand.
hotel failed to honor a promised booking credit
Business reply on Google
Hello Lizz - We understand your concerns regarding your booking and credit request. We would like to have the opportunity to investigate this further and ask you to reach us at https://help.hilton.com/s/contactsupport or (608) 949-9650 so we can connect with you. Thanks for taking the time to share your feedback, and we look forward to hearing from you.
Power outage and repeated false fire alarms disrupted guest sleep
Business reply on Google
Hello, thank you for leaving feedback about your stay. I regret to hear that your experience was not excellent as we expect for all our guests. The circumstances were definitely not typical for our property, and I am sorry that all of this occurred during your stay. If you'd like to discuss this further, please reach out to the hotel directly to speak with a manager. We appreciate your choosing to stay with us, and hope that you'll give us another chance to provide you with an excellent stay the next time you are traveling to Madison.
unhelpful staff and poor hotel facility management
Business reply on Google
Hi Keri, we strive to deliver exceptional service and a comfortable experience for our guests, and we're disappointed to learn that we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (608) 949-9650 so we can follow up with you. We hope to welcome you back for a much-improved stay.
Front desk staff disclosed guest room number and name to stranger
Significant price increases for room extensions and new bookings
Business reply on Google
Greetings Mr. Sabyan, thank you for leaving your feedback. I regret that the experience you had was not what you were expecting. I hope you know that we value all our guests and do our best to ensure an excellent stay for everyone. We do have special pricing as a hotel that is located in a high demand area for a special event, as many hotels do, but of course we understand that this doesn't meet the needs of every traveller. I regret that our hotel was unable to meet your needs and hope that aside from this one issue, your stay was clean, and comfortable.
Housekeeping broke a device and left the hotel room door unlocked.
Business reply on Google
We apologize for the experience you have had, it is not what we expect for our guests and certainly not what we expect from our team. Rest assured these comments are not taken lightly. Your feedback will be to communicated to our team, and used as a training tool to correct any misteps on our part. We value all our guests and strive to make their stay excellent, so please feel free to contact a manager if you would like to discuss this in person. -- Thank you for reaching out again. A manager will be in contact with you soon.
The hotel room was infested with fleas causing health issues.
Business reply on Google
Hello Tricia, I am sorry to hear about your experience, that is definitely not what we expect for our guests. Yes, as a Hilton Hotel, we are pet friendly, but we have rigorous room cleaning protocols following each pet stay because we recognize that some guests are sensitive to pets. Can you please reach out to the hotel directly, our management team would appreciate the opportunity to discuss this with you. Thank you!
Housekeeping standards do not meet expectations and management is unresponsive.
Business reply on Google
We're sorry to hear about your experience and that our team didn't meet the level of service we strive for, Melany. We encourage you to contact our support team at https://help.hilton.com/s/contactsupport and (608) 949-9650 to discuss your experience further. Rest assured, we take your concerns seriously and are looking into the issues you mentioned. We hope to have the opportunity to welcome you back to Home2 Suites for a more enjoyable stay in the future.
cleaning staff left dangerous pharmaceutical pills on the room floor
Business reply on Google
Thank you for bringing this to our attention. We take the safety of our guests, and the cleanliness of our hotel very seriously, so reports of this nature are deeply concerning to us, and we will be sure to review our cleaning standards with our team to ensure situations like this do not occur again. We attempted to reach out to you to discuss this issue directly following your review, but we have been unsuccessful. Please do not hesitate to contact the hotel management team to discuss this further.
Vehicle break-ins occurred and staff provided poor customer service.
Business reply on Google
Hi Michell Patterson - We are so sorry to hear this and appreciate you taking the time to give us feedback. We apologize for the inconveniences you experienced during your stay. We will share this feedback with our team members and leadership and use it as a training opportunity to prevent issues like this in the future. Please reach out to us at https://help.hilton.com/s/contactsupport if you would like to discuss further.
Staff member unnecessarily calls police on guests in common areas.
Business reply on Google
Thank you for your feedback. We are very sorry your stay with us fell short of expectations. We appreciate your feedback regarding our customer service. We’d like to use your feedback to improve, so we can continue to serve our guests with the best possible experience. If you would like to provide additional details please contact the hotel directly.
Hotel staff refused to assist guest with malfunctioning room key access
Business reply on Google
Thank you for your feedback. We are very sorry your stay with us fell short of expectations. We appreciate your feedback regarding our customer service. We’d like to use your feedback to improve, so we can continue to serve our guests with the best possible experience. If you would like to provide additional details please contact the hotel directly.
Hotel staff provided keys to an already occupied guest room.
Staff member was impatient and unfriendly during guest interaction.
Business reply on Google
Dear Jessica, we would like to apologize for your negative experience at our hotel. We’d like to learn more about your specific situation and make things right. If you wouldn’t mind giving us a call at (608) 949-9650 at your earliest convenience, it would be greatly appreciated. We look foward to speaking with you and working towards earning back your business.
Staff provided incorrect payment information causing guests to sleep in vehicle.
Business reply on Google
Dear Melissa, Thank you for taking the time to provide us with your honest feedback. Our goal is to exceed the expectations of all of our guests. I'm truly sorry to hear that our customer service did not match your expectations. I greatly appreciate you sharing how your experience was. Your comments will be discussed with our management team. Again, thank you and we hope you will consider staying with us again in the future so we can exceed your expectations. Sincerely, Home2 Suites Madison Central Alliant Energy Center