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.
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- Also Known As:
- Best Western East Towne Hotel Madison
- Best Western Madison
- Madison Best Western