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“Horrible” 1 of 5 stars
Review of BEST WESTERN PLUS InnTowner & the Highland Club

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BEST WESTERN PLUS InnTowner & the Highland Club
3.0 of 5 Hotel   |   2424 University Ave., Madison, WI 53705   |  
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Ranked #13 of 63 Hotels in Madison
Portland, Oregon
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
“Horrible”
1 of 5 stars Reviewed November 30, 2012 via mobile

I give you the facts:

-The toilet was broken
-The tub drainage was so poor that while showering I had to stand in ankle deep water or greater
-Brown rusty water came out of the sink
-There was a dirty wash cloth hanging over the shower rod upon my arrival
-The room smelled musty and funky, a smell only to be outdone by the archaic, enormous heating unit on the wall
-Many stains on the carpet
-I repeat, the toilet was broken

I rest my case.

  • Stayed November 2012
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belmont2424, Media and Marketing Coordinator at BEST WESTERN PLUS InnTowner & the Highland Club, responded to this review, December 14, 2012
Dear FancyBirthday,
Thank you for taking the time to give us feedback on your recent stay with us. I am sorry to hear that your experience was not up to your, or our, standards.
As you unfortunately experienced, we recently went through plumbing maintenance on our property, which caused some of the issues you experienced. It is unfortunate that you experienced it, as it is our responsibility to make improvements on our hotel while affecting our guests as little as possible. On behalf of all of us here at The InnTowner, please accept my apologies on your negative experience.

Also, our property will be undergoing major renovations in the near future, in hopes of delivering the best home-away-from-home experience possible.

Although it does not make up for the problems you experienced, I am able to tell you that these issues have been resolved. I hope that we can win you back in the future, and, if you should be willing to give us another chance, would like to offer you a discounted rate. If you decide to give us another chance, please contact me directly and I can take care of all the details of your reservation.

Thank you again for your time and we hope to see you again.


J. Belmont
Media and Marketing Coordinator
BEST WESTERN PLUS InnTowner and the Highland Club
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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344 reviews from our community

Traveler rating
    176
    93
    44
    16
    15
See reviews for
106
38
20
120
Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (40)
Date | Rating
  • English first
  • German first
  • Italian first
  • Any
English first
Clarkston, MI
Top Contributor
50 reviews 50 reviews
41 hotel reviews
Reviews in 29 cities Reviews in 29 cities
59 helpful votes 59 helpful votes
3 of 5 stars Reviewed November 27, 2012

This property was selected for me by the meeting that I attended. It is close to U of W hospital and med school. The lobby was very spacious offering several separate seating areas - nice for meeting people. Check in was efficient. The room was very basic, dated but clean. The mattress was very firm, bedding was a filled comforter with double sheeting. Lighting was on the dim side. Work area on desk was especially small and limited. The room had a Keurig coffee maker. The bathroom was really dated - old wall paper, low vanity and toilet. The toiletries were pantene products - but very miniature size. The room faced the street which made sleeping with the window open noisy. The heater/air unit was old school. There was an indoor pool that looked clean.

Room Tip: If you like to sleep with the window open ask for a room away from the street
See more room tips
  • Stayed November 2012, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belmont2424, Media and Marketing Coordinator at BEST WESTERN PLUS InnTowner & the Highland Club, responded to this review, November 30, 2012
Dear KlenC,

Thank you very much for your review. We appreciate when any of our guests take the time to provide feedback on how we are doing and how we may improve our services.

We are delighted to hear that you enjoyed your overall stay, however we do apologize for any of our guest room features or amenities not exceeding your expectations.

We hope that you will choose to stay with us again. Over the next year, several upgrades and renovations are planned and we hope they will exceed your expectations.

Again, thank you for your input and we look forward to your next stay.


J. Belmont
BEST WESTERN PLUS InnTowner and the Highland CLub
2424 University Avenue
Madison, WI 53726
608.233.8778
jbelmont@inntowner.com
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Rockton, Illinois
Senior Contributor
49 reviews 49 reviews
25 hotel reviews
Reviews in 25 cities Reviews in 25 cities
32 helpful votes 32 helpful votes
3 of 5 stars Reviewed November 22, 2012

I needed a close place to stay while visiting UW Hospital and Clinics. Stayed one night to just sleep and return to the clinic. They offer a hospital rate and my stay was discounted about $20.00 upon check in which was a nice surprise. Lobby was clean, food area looked nice. Hotel room was average, nothing to fancy but not awful either. Perfect hotel to get away from stress of the hospital and to get some sleep. To my knowledge it is the closest hotel to the hospital, 2 blocks away, which is very convenient if thats the reason you're in Madison.

  • Stayed November 2012
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Pittsburgh, Pennsylvania
Senior Contributor
26 reviews 26 reviews
13 hotel reviews
Reviews in 8 cities Reviews in 8 cities
30 helpful votes 30 helpful votes
4 of 5 stars Reviewed November 19, 2012

We stayed for 3 nights to visit family and attend the UW Football game. This is a central location and it offered the 2 Queen beds that we needed. The hotel was packed but the room was still quiet. The beds were very comfortable and we slept fine. We weren't there much but it had a nice looking pool and fitness center. Both were on the small side but looked adequate. All the employees we encountered were very friendly. Our room came with a full restaurant breakfast which we took advantage of on 2 mornings. There were a variety of breads and cereals, eggs, bacon, sausage,,potatoes, coffee, juice etc. There was a shuttle for the football game and local spots but we didn't need it. It looked to be running at a good pace to accomodate guests going to the game. Our only complaint was a bad internet connection. With a teenager, that was a negative.

  • Stayed November 2012, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belmont2424, Media and Marketing Coordinator at BEST WESTERN PLUS InnTowner & the Highland Club, responded to this review, November 20, 2012
Dear DeltaFlyer,

Thank you so much for your review. We appreciate when any of our guests take the time to give us feedback on any of our services and our property .

Let me apologize profusely for the internet not exceeding your expectations. We know that when traveling that this amenity is of the utmost importance for all of our guests, regardless of their reason for visiting. I know first hand what internet deprivation does to a person, and I wish to offer my most sincere apologies for the issue. Rest assured that this problem is being looked into very decisively and should be rectified in the near future.

We are glad that you enjoyed your overall experience, and hope that when you next visit Madison, you'll allow us the opportunity to exceed your expectations.

Thank you very much for your review and we look forward to your return.


J. Belmont
BEST WESTERN PLUS InnTowner and the Highland Club
2424 University Avenue
Madison, WI 53726
608.233.8778 x537
jbelmont@inntowner.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Arvada, Colorado, United States
1 review
3 of 5 stars Reviewed October 11, 2012

The staff were extremely accommodating during my stay, but the internet access was putrid. Trying to get any work done in this hotel became absolutely useless because I couldn't send or receive the information I needed quickly enough. Instead, webpages loaded very slowly and many times caused my task to become impossible, Again, good staff, but the company must invest more in wireless technology throughout the hotel.

Stayed September 2012, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hot Springs, Arkansas
1 review
5 of 5 stars Reviewed October 10, 2012

I was in Madison on business for 2 nights and stayed at the InnTowner. The facility was nice, the breakfast was good, and I have no complaints about my stay. When I arrived at the airport after checking out of the hotel, I realized I had left my telephone behind. I called the hotel (on a phone borrowed from a kind passenger) and spoke to Emily Weiss at the front desk who made great efforts to find my phone in the lobby to no avail. She radioed Nick, who had driven me to the airport, and he pulled over to look for my phone as well. Finally, Emily contacted Fabiola Gonzales ,the Executive Housekeeper, who promptly went to my room and found my phone. The hotel took care of all of this in minutes... I was at a point where I needed to decide whether to return to the hotel to find the phone, taking a later flight, so Emily, Nick, and Fabiola's immediate responses were a God-send. Emily, the front desk manager, took my shipping and credit card information and even told me how much it would cost to overnight the phone to me via UPS.
Unfortunately, this isn't the first time I've left my phone behind, but this was definitely the nicest and most helpful group of people I've ever dealt with in finding it. Thanks to you all!

Stayed October 2012, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about BEST WESTERN PLUS InnTowner & the Highland Club

Address: 2424 University Ave., Madison, WI 53705
Phone Number:
Location: United States > Wisconsin > Madison
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#23 Business Hotel in Madison
Price Range (Based on Average Rates): $$
Hotel Class:3 star — BEST WESTERN PLUS InnTowner & the Highland Club 3*
Number of rooms: 176
Official Description (provided by the hotel):
This downtown Madison hotel has the ideal location and extra amenities for business and leisure travelers as well as for groups and meeting planners. The BEST WESTERN PLUS InnTowner hotel is in the heart of Madison's picturesque west University of Wisconsin campus area and is located two blocks from the UW Hospital and Clinics, one mile from Camp Randall Stadium, one mile from the Wisconsin Institute of Discovery and close to shopping, local restaurants and the Capitol Square and State St. Amenities include the downtown areas only hot free breakfast buffet for all registered guests; free shuttle service to the airport, campus area, hospital, Monona Terrace Convention Center, Alliant Energy Center and shopping and restaurants within a two mile radius of the hotel; free high speed wireless Internet; a 24/7 Business Center; a 24/7 Grab 'n Go Market; indoor pool, whirlpool and fitness area; restaurant and lounge; cable television with 72 channel choices, and free HBO. For discriminating travelers, the hotel offers a private, key access executive level--The Highland Club--with upgraded amenities including free beverages and appetizers in the evening and two freshly baked homemade signature chocolate chip cookies at turndown service. For guests looking for meeting or banquet space, the InnTowner offers 9 meeting room configurations in 6200 sq. ft of space and on-site catering services. ... more   less 
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Also Known As:
Best Western Inntowner And The Highland Club Hotel Madison
Best Western Madison
Madison Best Western

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