What can I say? I’m a sucker for customer service! I can definitely feel the love at Madonna Inn!
It all started with the reservation phone call I made several days prior to my stay at the Madonna Inn. When I called the 800 number, the representative I got on the phone was so helpful and professional! I wish I could remember her name (yes, I know--’m all about service but I can’t even recall the names of those who have helped me in the past! I write the names down and then I can’t remember where I put the note!) Anyways, this lady gave me one of the best phone experiences ever. She always said “please, thank you” and apologized for any delayed responses to my inquiries after 5-10 seconds. She called me by my name and continued to impress me with her choice of words and positive attitude. I booked the Zip & Sip package and she accommodated my appointment with Margarita Adventures for zip lining. She never left me on hold for more than a few seconds while making my reservations. After she was done with my reservations, she advised she was going to transfer me to the café department so that I can place my order for our gourmet lunch (this came with the package). I was very pleased up until she transferred me.
When the new person came on the phone, she picked up “hello?” – I figured they were supposed to say something like “café so and so, how may I help you?” or something along that line. Not just “hello.” I thought I was transferred to the wrong department/person. I then continued with “Hi, I was just transferred over to provide you with my order for the gourmet lunch” and the person on the other line seemed to not understand why I was transferred over. Her response was OK, then a long pause. I had to keep asking the questions and tell her why I was ordering. I advised it came with the zip & sip package, and her responses were always “ok” as if I’m telling her how the package works. She also kept saying “yeah, and uh-huh” – PET PEEVE! There was more to it, but I just don’t want to get into all that details because I can’t stand poor customer service. I just want to say, front desk/lobby – AMAZING service. Café person – needs more customer interaction practice!
Several days past and we arrive at Madonna Inn around 1pm. Again, AMAZING front/desk service! I walked into Registration and I was immediately greeted. When I checked in, they were just so nice and welcoming. I was told check in was not until 4pm but the lady advised me the room is available if I wanted to check in now (thanks for the early arrival Madonna Inn!). However, we didn’t check in right away because we had to make our ziplining/wine tasting appointment. While we were away, I received a phone call from Madonna Inn. I missed the call and listened to the voice message – the rep said “we found a complimentary wine tasting pass and wanted to ensure you received yours upon check-in.” They wanted to make sure I didn’t leave my behind! WHAT GREAT SERVICE I’m telling you!
Jump to the end of the ziplining and making our way back to the hotel. Our room was the rocky mountains room. We were on the side facing the freeway but high up to overlook the entire area. I loved it. The room was decorated just as I had expected! Wood/rocks/brown/blue everything! Huge King Size bed (comfy and clean!). No refrigerator but it’s OK because we were able to get ice to chill our drinks. Great bathroom! I love the heated toilet seat and all the toilet options to cleanse yourself! Every bathroom should have this. The sink décor looks as if the vines are growing out of the floor. I love it. The shower was THE Best part! Rocky shower! I recommend anyone staying at the Madonna Inn to opt for a rock shower versus balcony! You have water flowing from both side..it’s like your very own waterfall! I loved our room and it went well with my entire “outdoor” activity theme weekend. I also loved the dimmed lighting.
The only downside was the heater. It was broken! It was a cold evening and after 1 1/2 hour of letting it run on full high heat, it wasn’t getting room. But have no fear—here comes the great service again! Called the front desk and they were so great once again! They sent a rep to us ASAP and within 5-7 minutes, someone was knocking on a door with a standalone heater. He tried to fix our automatic heater but he too found it not to work. So they provided a portable heater for us. It stopped working a couple times, but finally we got it to work throughout the entire night. I’m telling you that one heater made our room so hot! Oh and to top of the great servce, they even called us back after the rep came to our room to make sure we were OK with the portable heater. I just love great service! Oh I forgot—another downside is the upstairs unit—I could hear them walk back and forth through their floor and our ceiling (but I was so tired I was able to fall asleep so it didn’t bother me too much).
The next day, the sun was shining through our windows (again, great view). We had to leave right away because we had another activity to attend to. We visited the pool area really quick and found it to be heated! Love it! Next time we visit we’ll definitely take a dip! I heard there’s a waterfall too at the lagoon every hour.
Overall, Madonna Inn was great! I love the unique rooms and the great service (except the person on the phone for my gourmet lunch). I can’t wait to go back and check out another room and their pool!
Pick a theme for the weekend -- there's so many to choose from so I went with what we were doing...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
What excellent comments and feedback! Thank you so very much for taking the time to write out such a wonderful and thorough review. We look forward to having you back (maybe in summer?) so you can utilize our pool facilities!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.