Holiday Inn & Suites Madison West - Middleton

I wanted to leave this review as a warning and heads up to any potential future guests. We stayed here last week and had a very poor experience start to finish. We booked the hotel because of the pool area for our 3 small kids. Thought it would be fun after a long day in the car. I will say- that was the only positive of the stay- it was perfect entertainment for 2 hours of play. The staff was far from friendly and welcoming when we checked in and when we got to the room it was pretty run down and definitely in need of a refresh- pieces held in place by scotch tape on the side tables, etc. We decided, whatever, it’d be fine for one night for the sake of fun for the kids. We enjoyed the pool and then came up to bathe and there was no hot water. I ran the water for a solid 5 minutes on full-heat with only ice cold water. I called down to ask if there was an issue with the water and the front desk told me that rooms on the top floor needed to run the water for at least 15 minutes for it to heat up. Seemed very odd to me but I left it running to try. Still nothing. I called and updated them and they told me I was the only one experiencing this and they could move me to another room. At this point we were unpacked and our kids were headed toward bed (and I doubted it would be any better in another room) so we decided to stay and try again later that night or in the morning. Went to take a shower/wash face, etc in the morning and still nothing but ice cold water. When my husband enquired at the front desk about they said it was a hotel-wide issue and they were taking room numbers so they could reach out with a resolution. He left our info and we checked out. Later that night we checked into another hotel and still had heard nothing from the Holiday Inn so I sent an email to address it. I was told by Nick that they would be discussing the issue as a management staff over the weekend (this was Friday) and I would hear back with their solution no later than Monday. Unsurprisingly, by Monday night I had heard nothing so I sent a follow up email. The reply the next day was essentially a “sorry you had this problem, we’ll handle it better in the future but we won’t be compensating anyone for the inconvenience since it was out of our control”. This communicates to me the value of their bottom line very clearly over their guests and the money we are choosing to spend with them when we could be (and will certainly in the future) staying anywhere else. So word of warning- this hotel clearly does not care about you as the customer and your experience or comfort during your time with them, they care about getting your money and seeing you off. On top of this, I filled out a survey sent from IHG with our experience and all they did was reach out to say “sorry for your experience”, offering no resolution. I then reached out via another measure and have yet to hear anything in response. Through this whole mess we were led to believe a solution and compensati

We enjoyed the bar being at the hotel. All the bartenders were friendly. The hotel also felt very upscale and would love to stay there again.