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“Very Poor Service” 1 of 5 stars
Review of Magnuson Grand Hotel

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Magnuson Grand Hotel
2.5 of 5 Hotel   |   3510 Millpond Rd, Madison, WI 53718 (Formerly Grand Hotel Madison)   |  
Hotel amenities
Ranked #43 of 64 Hotels in Madison
Madison, WI
1 review
“Very Poor Service”
1 of 5 stars Reviewed February 15, 2011

I blocked off a group of rooms for a wedding. The toll free number staff were not only rude to my grandmother, they hung up on her when she asked for the direct number to the Madison hotel. Then the hotel messed up on pricing 3 different guests (the same staff member - Heather) and called me to tell me that I would have to contact these guests to tell them they would actually have to pay double what the hotel had told them. When I went to the hotel to resolve the situation the General Manager (Aaron) told me that he didn't care if I went through another hotel, he wouldn't honor the prices he'd given those guests, AND I would have to call the hotel (whose front desk I was sitting right next to) to unblock the rooms I'd set aside for my wedding guests if I wanted to remove the block. I left a message for the owner (Randy) telling of my trouble, but never recieved a call back.

  • Stayed February 2011
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
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AaronMag, General Manager at Magnuson Grand Hotel, responded to this review, April 6, 2011
Group coordinator gave wrong toll-free number to her guests which lead to problems with pricing as guests were calling wrong location. Had she placed correct number on invitations there would have been no problem whatsoever. Group pricing was set up for Saturday only so of course pricing for Friday was different. We would have been happy to set group pricing for both days had it been requested. Grandmother of bride and friends of groom stayed with us and were completely satisfied. Group coordinator demanded 4+ free rooms because of pricing "error". We apologized and said we could not comp that many rooms (we comp 1 room per 10 booked) and only then did she say block would be moving. We specialized in wedding parties with our free shuttle, complimentary whirlpool suites for brides/grooms, gift opening/party rooms and 24-hour pool and hot tub. This is only dissatisfied wedding coordinator we've run into thus far. We love wedding parties!
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91 reviews from our community

Traveler rating
    33
    32
    9
    11
    6
See reviews for
33
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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (15)
Date | Rating
  • English first
  • Portuguese first
  • Any
English first
Madison, Wisconsin
1 review
5 of 5 stars Reviewed November 13, 2010

The staff is great! We stayed there throughout the summer and were always treated as if it was our first stay. The entire facility was very clean and very well lmaintained. Good parking and very good amenities. Special mention should be made of Aaron who through the years has been invaluable to our firm.

  • Stayed October 2010, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Minnesota
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed August 10, 2010

We ended up at this hotel (now named the Magnuson Grand Hotel) after purchasing from one of those "surprise" sites where you get the name of the hotel after you book. There aren't a ton of hotels in the area, so it wasn't really a surprise.

The location is kind of strange. It takes a little backtracking on the frontage road to get to, but not terrible. Once we arrived and got out of the car, the freeway noise became apparent. Check-in was smooth. We requested and received a room facing away from the freeway. Noise was not an issue.

Pretty much your average hotel room. It was clean. Beds were comfortable, each with three pillows of varying firmness to match our tastes. Our daughter's pack and play fit perfectly between the beds. The bathroom was clean as well, complete with complimentary soaps and two sets of towels.

There was wireless internet available, along with a wired connection at the desk. The speed measured about 10Mbits/sec down and 2Mbits/sec up. Not shabby.

The breakfast was decent and included scrambled eggs, make-your-own waffles, toast, bagels, cereals, yogurt, coffee, milk, juice, etc. I personally had a waffle and a mug of coffee. They tasted very good. They didn't seem to be cleaning the tables regularly, though, as they had crumbs on them.

We did not make use of the pool or workout facilities as we stayed for only one night and were busy with other business in town.

I have just a couple of complaints and observations:
-The bulb in the light just inside the door of our room kept flashing every 10 seconds or so even though we'd switched it off. I don't know whether it was the switch, the bulb (it was a CFL) or a combination of the two. I ended up taking the bulb out of the socket for the night.
-The upholstery on the back of the desk chair in our room had a rather large rip along the seam. Not a big issue, but something I noticed.
-There was no ice machine on our floor (4th), but it looked like there was disconnected plumbing by the vending machines where one used to be. There was an ice machine located by the elevators on the first floor. I didn't check the other floors.

All-in-all, our experience with this hotel was good. I wouldn't hesitate to stay here again.

  • Stayed August 2010, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Wisconsin
1 review
1 of 5 stars Reviewed March 28, 2010

Came there with a large group, check in very unorganized front desk staff not able to handle group, even thou they knew we were coming. We booked months ago and told what they offered but upon check in things changed, like Happy Hour Free Popcorn, Breakfast was awful, why have a hot breakfast without any meat, must be owned by foreigners. Location is bad to far from anything, you think they would offer more to make up for that. Upon check out I made comment to front desk staff about being unhappy, they said it's under new management and they made all these changes. Didn't offer nonething for being unhappy. This hotel will not see our group coming back.

  • Stayed March 2010
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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AaronMag, Manager at Magnuson Grand Hotel, responded to this review, April 28, 2010
Please make concerns known prior to check out so that we are given a chance to address them. We are not foreign owned. The location has never changed. Please be patient when checking in with a large group. We absolutely do offer hot breakfast items as well as free popcorn in our lobby. Management always addresses concerns once made aware of them. Please ask to speak with the manager directly about any concerns you may have. Thank you for taking time to provide feedback.
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wausau, wi
1 review
5 of 5 stars Reviewed January 5, 2010

Had a large group check in, keys for rooms done ahead of time. Front desk and general manager Paulette Friske was great to work with. Loved the Happy Hour in the evening and the best breakfast in any hotel we stayed at. Great job keep it up.

  • Stayed December 2009
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Missouri
Senior Contributor
25 reviews 25 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed October 30, 2009

Nice, clean room. Friendly, helpful staff. Our shower broke the first day we were there, but we were immediately moved to another room. The hotel is kind of out in the middle of nowhere, but it was easy to get to and it made it easy to avoid the Madison traffic. Breakfast was good. Good internet connection - both wired and wireless.
The only down side was the noise. We were there the night before a Wisconsin football game and there were a lot of loud guests late at night - we could easily hear them.

  • Stayed October 2009, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
High Wycombe, United Kingdom
Top Contributor
66 reviews 66 reviews
17 hotel reviews
Reviews in 31 cities Reviews in 31 cities
22 helpful votes 22 helpful votes
2 of 5 stars Reviewed October 18, 2009

It was OK but not worth $100 a night. Our room was generally clean but the furnishing and bedding were stained. There was no chair for the desk and even though it was a 'suite' there was only an armchair in addition to the bed. The pillows were brand new according to the front desk and they were so big my head was about a foot in the air - they didn't have any other options and i tossed and turned all night.
Our friends had a room a couple of doors along. They had a small sofa and coffee table. Their toilet wouldn't work and after asking twice at the desk the maid fixed it the second morning. The telephone was broken and they only had 2 towels.
The young girl on the front was not all there and was neither friendly or particulary helpful. They did have hot drinks available at night and also popcorn, pretzels and wine between about 5 and 7pm.
The location was about 15 minutes from the center of Madison - right next to the interstate.
Would stay here again - there are lots of other hotels nearby.

  • Stayed October 2009, traveled with friends
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Magnuson Grand Hotel

Address: 3510 Millpond Rd, Madison, WI 53718 (Formerly Grand Hotel Madison)
Location: United States > Wisconsin > Madison
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #43 of 64 Hotels in Madison
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Magnuson Grand Hotel 2.5*
Number of rooms: 100
Official Description (provided by the hotel):
A complimentary hot breakfast is served early each morning. In addition to the 24-hour indoor pool and hot tub, Magnuson Grand Hotel Madison provides 24-hour fitness room and business center with complimentary fax and copy service. Magnuson Grand Hotel Madison also features conference rooms and party rooms. Flat screen television in lobby. The property has a knowledgeable 24-hour front desk staff eager to help guests with any questions. Wine, champagne and beer available on site until 2am. Many packages available including golf packages and casino packages. Frequent stay program and discounts available upon request. Rate match guarantee program available upon request. ... more   less 
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Also Known As:
Magnuson Grand Madison

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