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“Worst hotel experience of our lives” 1 of 5 stars
Review of BEST WESTERN East Towne Suites

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BEST WESTERN East Towne Suites
Ranked #14 of 61 Hotels in Madison
Certificate of Excellence
Saint Paul, Minnesota
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Worst hotel experience of our lives”
1 of 5 stars Reviewed October 8, 2012

Upon arrival at the hotel, we attempted to check in. Our friends had reserved two rooms, one for them and one for us through hotels.com. We arrived hours before our friends as they were flying in from the west coast and we drove in from St. Paul. The hotel said they couldn't check us in because our name was not on the reservation. They suggested calling expedia (who apparently owns hotels.com) and having them change the name on one of the rooms so we could check in. I was on the phone with hotels.com for over an hour, as they repeatedly attempted to contact the hotel and change the reservation. The woman from hotels.com said that the hotel was refusing to change the room, that they said a manager approval was needed and there was no manager onsite. The girls behind the desk kept saying that they were not receiving all of the info they needed from hotels.com. After an hour and a half, they still had not let us in our room and we were late for our dinner plans so we left.
I suggested to the front desk staff that try to resolve the issue as we were their customers and they said, no you are not our customers, you are expedia's customers. WORST service ever. They kept saying there was nothing they could do because they were just following expedia's policies. The girls told us not to book with expedia next time.


Once we were in the car, my husband called BW customer service, and within 5 minutes, the customer service rep said that she had called the local hotel and that they had taken care of it and we could check in. Then when we returned to the hotel at 10 pm, one of the same girls was working and she said that after her customer service had apparently called and straightened it out, her manager talked to customer service and said that they could not do it without canceling our reservation (the room was already paid for!) and charging us the current rate which was more than we had already paid.
Luckily our friends were right behind us at this point and they finally let us into our room.


THEN at 3 am, the fire alarm went off and we had to evacuate. There was no communication by the staff alerting us to whether this was a real fire or if someone had just pulled the alarm. The alarm went off for over 20 minutes. It was at least that amount of time before the fire trucks showed up. I would suggest that the hotel debrief their guests at least the next morning to let them know what had happened.

The only good thing i can say about this place is they serve a decent hot breakfast.

  • Stayed October 2012, traveled with friends
    • 1 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 1 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 1 of 5 stars
      Service
Helpful?
3 Thank Sarah K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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529 reviews from our community

Traveler rating
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (54)
Date | Rating
  • English first
  • Finnish first
  • French first
  • German first
  • Portuguese first
  • Spanish first
  • Any
English first
Phoenix
Level Contributor
341 reviews
151 hotel reviews
common_n_hotel_reviews_1bd8 156 helpful votes
3 of 5 stars Reviewed September 27, 2012

Like a couple other reviewers, I am not sure why they still call themselves a BW Plus property. Most of the BW+ we have stayed in are MUCH nicer than a regular BW, which by no means are plain-jane hotel rooms.

Most Best Western beds are super comfy with luxurious linens and the + usually means a fanicer, newer decor, but not at this location. It was adequate.

Yes, we would stay here again but wouldn't expect a BW+ level of luxury now that we have BTDT.

  • Stayed August 2012, traveled on business
    • 3 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
Thank Candace R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Honolulu, Hawaii
Level Contributor
90 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
3 of 5 stars Reviewed September 4, 2012

We had been looking forward to this hotel due to the hotel's pool, hot tub, near to restaurants, etc. We stayed for 8 nights and it is a beautiful hotel but they lack in some things that made it less than the "plus" their name implies. The first thing was the dresser drawer. When clothes were put in it, it wouldn't close. It kept hitting something so we reported it and were told it was Saturday and no maintenance were available until Monday....What? Next the bathroom sink wouldn't hold water and again, no maintenance until Monday. Both these things were never fixed even when the maintenance man was around. Then there were the hornets!! We discovered them at night so we called the desk and since it was Friday night, no maintenance so we asked for something like bug spray but they said they had nothing and they were full so no different room either so we just kept killing them until we didn't see anymore.
The problem is inadequate staff and some miscommunication. We had arranged a ride on their shuttle for six people when we arrived at the airport. The shuttle was there but they were told it was for one person not six but we all squeezed in and got to the hotel despite it. They do provide free hot breakfast every morning until 9 am. 10 a.m on weekends but make sure you get there on time because they lock the door when time is up. They serve scrambled eggs, potatoes and sausage plus toast, bagels, yogurt (peach only), etc. They serve the same thing everyday so don't expect something different. All in all, a hotel with great potential but needs upgrading in it's staffing. Pool is great, hot tub was not working when we were there.

  • Stayed August 2012, traveled with family
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 2 of 5 stars
      Service
Helpful?
Thank weggerzz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Winnipeg, Canada
1 review
4 of 5 stars Reviewed August 12, 2012

The hotel was very clean, right through from the public areas to our room. Well laid out, and conveniently located. The staff were helpful, which is what you want when you're visiting a different city. We would definitely stay here again. We definitely got our money's worth!

Room Tip: None that I can share at this time, as this was our first stay, and we were on the first floor, and...
See more room tips
  • Stayed August 2012, traveled as a couple
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
Thank Johanna B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wisconsin
Level Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 stars Reviewed July 30, 2012

I would rate it better than average.
Stayed here once before and thought it would be worth another try. We needed a quick, easily accessible and reasonable motel on our way to Milw.

Room seemed clean, this time the beds were not as comfortable. Breakfast was good. scrambled eggs, home fries, sausage, juice, cereal, toast and fresh hot waffles. Kids enjoyed the pool. The free wifi was a plus. Ice machine worked.

I like the little store. Domestic Beers $1.00 (no tax) Micros and imports $2.00 (FYI Closes at 9:00)

  • Stayed July 2012, traveled with family
    • 3 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
1 Thank WiscoMick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Calgary, Canada
Level Contributor
27 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 stars Reviewed July 25, 2012

I picked this hotel due to its proximity to the highway, and its relatively low rate in comparison to other hotels in the area. I did not have a reservation in advance and stayed July 24th - July 25th 2012.

I have no real complaints about the hotel. Getting a room was quick and easy. The room was a standard room - king sized bed. It was clean and nicely decorated.
The free wifi was a huge bonus.
The hotel has a pool but its in a solarium style room so anybody from the road or parking lot outside can look in and watch, so its not a very private area.

Free breakfast is great - scrambled eggs, homefries, sausage, juice, cereal, toast and fresh hot waffles.

The only (minor) downfall, which I find with many hotel rooms, is a lack of electrical outlets. I was travelling solo but still had two cell phones and a laptop, and only one available outlet in the whole room. Pulling out end tables to unplug lamps becomes a pain... I wish they had the lamps with the dual outlets on each of them.

All in all, a nice hotel, and reasonably priced.

  • Stayed July 2012, traveled solo
    • 5 of 5 stars
      Value
    • 5 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
Helpful?
Thank Destree17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
chicago
Level Contributor
26 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
5 of 5 stars Reviewed July 21, 2012

the hot breakfast was great and the pool and the hot tub were great AND THE BEDS were pretty good and the front desk WAS VERY ACCOMMODATING
THE STAFF SAID HOT TUB IS sometimes open until 1am breakfast is 6AM UNTIL 9AM MONDAY THRU FRIDAY SATURDAY AND SUNDAY 7AM UNTIL 10AM

  • Stayed July 2012, traveled with family
    • 5 of 5 stars
      Value
    • 5 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
Helpful?
1 Thank bookmark
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about BEST WESTERN East Towne Suites

Property: BEST WESTERN East Towne Suites
Address: 4801 Annamark Dr, Madison, WI 53704-7400
Phone Number:
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 Kitchenette Pets Allowed ( Dog / Pet Friendly ) Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Best Value Hotel in Madison
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — BEST WESTERN East Towne Suites 2.5*
Number of rooms: 123
Reservation Options:
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Also Known As:
Best Western East Towne Hotel Madison
Best Western Madison
Madison Best Western

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