The Madison Hotel in Memphis is an attractive facility with many hardworking staff, but poor management spoiled our recent stay.
We selected the hotel because of its location and its highly publicized free Continental Breakfast.
Upon checking in we were told that breakfast was served on the mezzanine. The following morning we arrived there and had a nice, but not extravagant breakfast from the buffet offering coffee, juices, breads and pastries and lox. As we were getting ready to leave a waiter presented us with a check for $30. I tried to explain that we were entitled, according to our reservation confirmation, to a free breakfast, but the waiter spoke limited English. I signed the check and called the front desk from my room. I was told that the hotel no longer had a CONTINENTAL BREAKFAST, but a EUROPEAN BREAKFAST and the cost was $15 per person.
I asked to speak to a supervisor and was told to call back in an hour. Later that morning I was told the the hotel had changed its policy since I made my reservation but that the $30 charge would be removed from my bill and that we would be served our free Continental Breakfast, not on the mezzanine, but in the Hotel Bar/Restaurant. This occurred with no further problems, although the $30 charge was still on my bill when I went to check out three days later.
The hotel also advertised shuttle service to the airport. I called the concierge two days before we were to leave, and requested an 11:30 pickup. She asked me to stop at her desk and sign an order confirmation, which I did. On Monday, when no limo had arrived by 11:45, I asked the doorman to call about our ride, which arrrived around noon. The limo driver later told me she had been told to pick us up at 11:00 but that no one at the hotel knew who the ride was for, so she had left.
The other major irritant was turn down service. This consisted of a maid who knocked on doors each evening offering ice and chocolates. Since it was in the 100's during our stay we took a shower before dinner. But turndown did not include fresh towels, toilet paper, or kleenex. Just ice and chocolates. When I did corner the maid one evening as we were nearly out of toilet paper she needed to visit the supply closets on three floors before coming up with a roll. The Madison advertises itself as a luxury boutique hotel, but its communication and service do not meet this standard.
DRL, Schaumburg, IL
- Official Description (provided by the hotel):
- The jazzy spirit of Memphis is brought to life at the Madison Hotel. This boutique luxury hotel dazzles the senses with its striking interiors. Its contemporary style is best defined by its bold use of colors, geometric patterns, and modern furnishings. Sexy yet comfortable, this stylish luxury hotel is the select address for cosmopolitan travelers. It is known as downtown Memphis’ most celebrated luxury venue and the 1st Small Luxury Four Diamond Hotel – The Madison. ... more less
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- Also Known As:
- Madison Hotel Memphis