I’m not usually one to write negative comments about accommodation but sometimes the experience should be revealed! As there were so many good comments on Tripadvisor about the Madsen, I was really disappointed.
When I first booked the executive spa suite through Wotif, I included the request ‘non-smoking, quiet spot, a bit of a view would be greatly appreciated’. I was impressed when the owner rang me to explain that the room I’d booked, the Executive Spa, was a quiet room but didn’t have a view, while the waterfront suite, at the front of the building, had a view but no spa. I quite clearly stated that I was happy with the room I’d booked (Executive Spa) as I wanted the bath and the quiet location first and foremost. From other comments on Tripadvisor, I thought there may have been an Executive Spa suite with a side view, hence my ‘bit of a view’ request.
We were stunned when we arrived to find we had been put in the wrong room, the Waterfront Suite and pointed out the mistake. The owner was apologetic but explained to us that she’d had a booking for a four day stretch for the Executive Spa suite so she’d taken it upon herself to give our room to someone else. She volunteered that she should have contacted us but didn’t. Unfortunately for us, there were no other available rooms similar to the one we’d booked.
My husband wanted to leave immediately but it was after 5 pm, we’d been driving for three hours and we’d already paid so figured we’d have trouble getting a refund!
The room we’d been given was a real disappointment. The carpet was heavily stained and the bathroom was small with aged and cheap fittings, my guess, thirty to forty years old and definitely no bath. The view was indeed of the water but we fronted onto the main street of Penguin. There was no double glazing and the cheap curtains provided no sound barrier. The road noise died down at about 11 pm but woke us at 5am when the ATM machine next door was accessed and deliveries started for the IGA supermarkets, one on either side of the Madsen. The delivery vans parked just below our window and used metal trolleys to move their goods. It was impossible to sleep from then on. This was the antithesis of what we would choose and certainly not a four star property.
A short while into our stay, the owner’s husband gave us a bottle of “French bubbly” for our inconvenience. But this proved to be a slight insult because when I consulted the Wotif web page, I discovered that it was on offer as an inducement to stay in the Waterfront Suite. When I checked its value, it was a Dan Murphy special of $5.60 in a half dozen lot! The powers of the internet!!
During our travels in Tasmania, we stayed in eight different locations, mostly B&Bs and some older than the Madsen. They were all of similar or lesser price and two of them were older properties than this one. We were happy with all of them up until this very last stay.
On our return, I emailed Wotif to explain what had happened and they replied saying they had contacted the Madsen. After a two week wait and no response, I emailed Wotif again. The Madsen, then offered me a 20% discount on my next visit... a shallow recompense that they would be sure never to have to honour. Firstly, we live in a different state, secondly, this place really isn’t up to standard and finally, we would not return to a place where we’d been treated in such a way. I relayed that back to Wotif and they gave me a $20 voucher as a good will gesture for not receiving what we'd booked. There was one ‘positive’ about the Madsen. The staff who waited on the breakfast tables were lovely. Also, Wotif did follow up for us.
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- Also Known As:
- The Madsen Boutique Hotel Penguin, Tasmania