I travel a lot and I must say this was the worst experience I've ever had. My family and I were able to check in early at 1pm which was nice. We immediately noticed that the room felt warm. This day the outside temperature was in the upper 90's. I walked down to the front desk and mentioned the issue. The first response was that they didn't have anyone available to fix these problems on the weekends. We discussed switching rooms but apparently the hotel was full and the only room available wasn't a suite which is why we decided to stay at the Staybridge in the first place. The lady at the front desk then suggested that I turn the temperature down by 3 degrees only and then see what happens. After 2 more hours of my family being uncomfortable I went back down and mentioned the issue again. The front desk again said they didn't know what to do and eventually said they'd call a "manager." Someone did finally come to the room 30 mins later and immediately says that they don't know anything about maintenance and are mostly in charge of the food services. She attempted to reset the system and again advised us to "give it some time" and it should be fixed. She also said that this was a problem last week as well and the real maintenance team said it was fixed. 30 mins after she leaves the temp has climbed another 2 degrees. At this point I go to the front desk and say that my family is checking out and that we're not paying for the room since it's broken and they knew about it and they can't fix and no similar room is available. The response was that she couldn't authorize non-payment for the the room and that management wasn't available until Monday (this day was Sat) and that I would have to call on Monday to discuss the issue (i.e. waste even more of my time). How ridiculous right? No maintenance team? No manager? No service. Anyway, at this point I proceeded to point out these failures including the sign on the wall which reads "number one in customer satisfaction" and the fact that I wasn't satisfied. Finally I walked away and started packing our things to move. The front dest did call up in 10 mins to say that she was able to reach her manager and that we didn't have to pay for the room and that they were giving us 2000 rewards points. We didn't get fully moved into the new hotel until 945pm at night. This was definitively the worst service I've ever experienced at any hotel. They are under staffed and in my opinion not responsive to the needs of their customers.
- Official Description (provided by the hotel):
- Get comfortable at Staybridge Suites, located in charming downtown Middleton. Restaurants, shopping and businesses, such as TomoTherapy, Epic Systems, Electronic Theater Control, University of Wisconsin Madison, are within walking distance or a short drive. The hotel is conveniently located only 4 miles from downtown Madison, where you can experience all that the area has to offer, whether here for business or leisure.Our all suite property is designed with a residential feel and offers three suite types including studio, 1-bedroom, and 2-bedroom options. All feature a living room with sofa and fully equipped kitchen - perfect for a relocating family or the corporate traveler. Offering the convenience of a home away from home, Staybridge Suites provides our guests with complimentary wireless Internet, underground temperature controlled parking, a 24-hour business center, laundry services, fitness center, indoor pool, hot tub and evening receptions Tuesday - Thursday serving beer, wine and light appetizers. We offer a complimentary shuttle to and from the airport, available 7 AM - 9 PM Mon-Fri; shuttle service must be scheduled 24 hours in advance with hotel directly. Pets 25 pounds and under are accepted with non-refundable $150 fee, call for specifics. Area Events: Midwest Horse Fair, Badger Family Spring Visit, Epic UGM, World Dairy Expo, UW Bagder Football World Dairy Expo! ... more less
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- Also Known As:
- Staybridge Suites Middleton / Madison Hotel Middleton