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“Excellent Customer Service”

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Holiday Inn Madison at The American Center
Ranked #25 of 63 Hotels in Madison
Certificate of Excellence
Lincoln, California
Level Contributor
24 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
“Excellent Customer Service”
Reviewed June 28, 2013

My Mother, sister and myself recently stayed at this hotel as the final night of a week trip to Chicago and Darlington, Wisconsin. We selected this hotel because of the airport shuttle services that they offer. Upon arriving to our very nice room, the air conditioner was not working 100% so we called the Front Desk. The Maintenance person arrived within 5 minutes and the air was working again. About 11pm the air conditioning went into 'sleep mode' and stopped again. The Maintenance person came to the room, worked quietly and resolved the problem. He did tell us we could move immediately to another room to sleep if needed. At 6am we had a wonderful breakfast buffet - great fresh fruit, french toast, etc. Shuttle service was perfect! The entire staff and customer service at this hotel was exceptional!

Room Tip: Our room was on the freeway side and it was still quiet. I was also looking for 2 queen beds which...
See more room tips
  • Stayed June 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank lucky4us
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tom A, General Manager at Holiday Inn Madison at The American Center, responded to this review, July 1, 2013
Thank You for the positive comments! I apologize for the problems you experience with the room air conditioner but I was pleased to see that our staff took action immediately to resolve the issue. I will share your comments about the entire staff providing exceptional Customer Service with my team. I know they will be happy to see such positive recognition. We hope we have the pleasure of serving you again on your next visit to our area.
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286 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (31)
Date | Rating
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English first
Watertown, Wisconsin
Level Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 26, 2013

I reserved a meeting room at the Holiday Inn, Alicia was very helpful.
The room was very comfortable , the breakfast was very good.
the room was as described and also the audio and video equipment was set up and ready to go.
I was very satisfied and I plan on returning for future meetings.

  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank JBrowoo7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tom A, General Manager at Holiday Inn Madison at The American Center, responded to this review, July 1, 2013
Our staff does a great job in assisting meeting planners with the
events hosted at our property. Alicia and the other members of our
sales team are very meticulous and pay attention to detail. The support they
receive from staff members in other departments at the hotel helps in making these events successful. Thanks for giving us the opportunity to host your function and we hope we have the pleasure of doing so again in the future.
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Saint Paul, Minnesota
Level Contributor
127 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
Reviewed April 17, 2013 via mobile

This was my second stay at this location. I was disappointed to see that it is already showing some wear. It was packed, and had long waits for the elevator and at the restaurant. In the evening, I was essentially ignored and in the morning they were short-staffed. There was water on the floor near the noisy room heater and the previously attractive sink looked worn. There are other alternatives nearby and I will certainly be looking elsewhere next time - given the price.

Stayed April 2013, traveled on business
Helpful?
1 Thank FrequentlyinItaly
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tom A, General Manager at Holiday Inn Madison at The American Center, responded to this review, April 24, 2013
Offering a product that meets the expectations of our customers is important to us. We realize that there other options available when traveling to the area however, we want to be your first choice. I have reviewed with the staff the importance of exceptional service. I assure you we will work hard to improve upon those areas we have fallen short. We take all guest comments seriously and hope that you will give us another chance to earn your respect and trust the next time you visit Madison.
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Indianapolis, Indiana
Level Contributor
27 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed April 9, 2013

This is the third or fourth time we have stayed at this hotel. It is convenient to everything east of Madison for sure, and not far from attractions just an hour to the north. We have discovered during the course of these visits over the last few years that the hotel is frequently at capacity, and often with families with young children, which can be rough on the hotel property in general. This visit was a routine stay for us, and since we are Priority Rewards members, it affords us the keyed entry into the 5th (top) floor. This helps provide a quieter nights sleep normally, but not this night. The room they gave us had a exterior wall mounted heating unit that rumbled and growled all night, almost like it was alive. On top of this, when I checked in, she walked just out of view and retrieved one plastic bottle of water for me and my wife to share...rather cheap. Also, the room had no facial tissue, so we had to improvise. Lastly, we made arrangements for family to meet us for breakfast in the hotel, only to be seated at a booth where the table was wobbly and the booth seats were torn and patched with red duct tape. We promptly changed to a local restaurant nearby. The attention to detail is sorely missing here, and we are fearful of staying again on our next trip, thinking that the decline of this hotel is snowballing. If you are looking for first class accommodations, you might look elsewhere, because this place is quickly turning into a budget hotel.

  • Stayed March 2013, traveled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
2 Thank eyebrowse2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tom A, General Manager at Holiday Inn Madison at The American Center, responded to this review, April 24, 2013
Our goal is to provide each of our guests with a memorable experience and a level of service that will make them want to return. Unfortunately on your recent visit, we fell short. I will use your review in discussions and re-training of my staff. Working together we will make improvements in our overall service and take the action necessary to improve on our property deficiencies. We pride ourselves on our customer service and the product we provide and we will make every effort to ensure that your next visit exceeds your expectations.
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Level Contributor
13 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed March 27, 2013 via mobile

The room and hotel was very clean and updated. The problem we had was the noise from being on an entire floor with a kid's sport team. Then, we went down to the hot tub during adult only swim time to find kids still swimming. We were very disappointed to spend a weekend away surrounded by kids and being woke up by kids playing outside our door. Not sure if we will stay here again.

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Heidi P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tom A, General Manager at Holiday Inn Madison at The American Center, responded to this review, April 4, 2013
I apologize for the problems you experienced during your recent stay at the Holiday Inn Madison at The American Center. On that particular weekend we did have a large youth group staying with us and unfortunately we experienced a great deal of noise. We have reviewed with our staff the problems encountered and have retrained them on how to properly control these problem situations. The problems you encountered are uncharacteristic of our facility. We hope that we have the pleasure of hosting you again in the future and I assure you, you will experience the pleasant relaxing environment we are known for.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Missouri
Level Contributor
130 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed February 26, 2013

I stay here 3-4 times each year and always feel at home. The rooms are very clean and comfortable with an excellent staff to support you. The buffet breakfast is alway good and drinks in the bar offer a chance to unwind after a day at the office. The business center, exercise room and pool complete the overall package...


This property is definately a good example of what a Holiday Inn property should be.

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Mack M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tim H, General Manager at Holiday Inn Madison at The American Center, responded to this review, March 1, 2013
This is fantastic! Thank you so much for the positive review! It's great to hear comments like this from such loyal guests as yourself. We look forward to delivering another exceptional experience the next time you travel to Madison. Thank you again!
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Portland, Oregon
Level Contributor
141 reviews
91 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
Reviewed January 23, 2013

My husband and I spent just one night here before flying out of Madison the next morning. The staff was very accomodating and let us check in to our room prior to check in time. I'm a Priority member as as always they had my paperwork all ready to go (which I love!). The room was quite spacious and honored my request to be on the highest floor (to avoid stomping feet of other guests). The furnishings were modern and up to date as I have come to expect with the IHG chain in the past few years. The Sunday breakfast buffet was quite nice as was the business center and pool area. All and all a nice stay in this Madison hotel.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank IrishTravelingGirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tim H, General Manager at Holiday Inn Madison at The American Center, responded to this review, January 26, 2013
I appreciate your positive comments regarding so many different aspects of our hotel! Priority Club (the rewards program for all IHG hotels worldwide) is a wonderful benefit of staying at our hotel. Priority Club Rewards members earn 10 points per dollar spent here! And for those of you already raking in the points, you only need 20,000 points for your award night at our hotel! We offer a buffet breakfast as well as a full menu in our restaurant every morning, and you can join us in the bar and grill for dinner every night. Our business center and fitness center are available to guests 24 hours, and the pool and hot tub are open from 6am to 10pm for kids, with an extra hour until 11pm just for adults. Thank you for your loyalty and for choosing Holiday Inn Madison at The American Center!
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Additional Information about Holiday Inn Madison at The American Center

Property: Holiday Inn Madison at The American Center
Address: 5109 W Terrace Dr, Madison, WI 53718-8344
Phone Number:
Location: United States > Wisconsin > Madison
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Business Hotel in Madison
#15 Romantic Hotel in Madison
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Holiday Inn Madison at The American Center 3*
Number of rooms: 138
Official Description (provided by the hotel):
The Award Winning Holiday Inn Madison at The American Center welcomes you! Located in The American Center Corporate Park on Madison's east side and only minutes from the Dane County Regional Airport (MSN) and the East Towne Mall.Visitors can relax amid peaceful surroundings and enjoy the area attractions such as the Capitol Square, Madison's historic State Street, the Overture Center for the Arts, the Alliant Energy Center and the University of Wisconsin-Madison. Just off I90/94, corporate guests can easily access American Family Insurance, Alliant Energy, QBE, GE Healthcare, and U.S. Cellular. While staying at our Madison, Wisconsin hotel, you can enjoy amenities including a full service restaurant and bar, Seattle's best coffee kiosk, island themed indoor pool with spa and professionally designed fitness center featuring top of the line Matrix equipment. Our comfortable and contemporary guest rooms offer free high-speed wired/wireless Internet access, flat panel HDTV's, room service and a personal refrigerator. Host your next meeting or event with us and let our professional staff assist you. With over 2,500sq ft. of meeting space, on-site catering, executive chef and audiovisual equipment available your next event is guaranteed to be a success! As you plan a trip to Madison, WI, check out our terrific Madison hotel rates and make your reservations today! ... more   less 
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Also Known As:
Holiday Inn Madison At The American Hotel Madison
Madison Holiday Inn

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