I was attended a business conference at this facility. When I received my bill I was billed twice - once for a show & once for a no-show. When I tried to get the billing corrected, Sami Birr, the manager who spoke with me, was extremely rude. He called me twice not to fix the situation, but to argue with me. When I asked how can a hotel book a customer under (2) rooms, he continued to argue with me. In another conversation, he brought up about a customer who did not show. I asked how he could charge me for their no-show. he did not have an answer. I will not stay at this hotel again, and I will file a formal complaint with the corporate offices. I will also recommend my company do not stay at this hotel. What happened to proper customer service? How is it right that a manager call up a customer to argue with them? I RATE THEM ZERO BUT THE RATING WON'T ALLOW IT. read more

What an abject failure - customer sevice non existnant Ammeneties plebian at best. Coupled with the tone set by management insesitive to customers? Please go away or change as soon as possible - oh yah! New Mariott downtwon Madi very soon. Bye Middleton! Silly borks. See Ya! read more

I stay here for several days every year for a conference that's held in this hotel. I've always had decent service here and the rooms are average size but clean! My only wish is that they had rooms with kitchenettes! For economical reasons I like to keep food in the room and it's frustrating staying somewhere all week and having to have the front desk microwave your left-overs for you. They did, however, move a mini-fridge into my room at my request which was nice. Also, really great restaurants in the area which I have been very pleased with! read more

Although most of the workers were very pleasant, the customer service by one female during check-in as well as another at the breakfast buffet was so unprofessional that I will not be a patron at this location again. After complaining of the rude service, for which we were given the excuse of a busy weekend, we asked to be connected with management, who never followed up. Unacceptable! read more

Service was great, including providing a local 3-mile and 5-mile running maps Breakfast was excellent. We will be back.

I got my room off priceline for 75, so i was happy with the price. I would not pay the 150 the hotel was asking for. The room was clean and pretty big. The toliet wouldnt flush, but after stopping by the front desk it was taken care of. No free breakfast, so we didnt eat at the hotel. We didn't use the pool, so nothing to say about that. I do agree with the other reviews that the design of the building is not good. There was a wedding going on the one night and it was pretty loud late into the evening. Good location, right off the highway. We were into madison in 10 miuntes. read more

Nice hotel, got a nice upgrade! Great lobby bar and great front desk service. Hotel is about 20-30 minutes from UW

Spacious, clean, extremely friendly staff, good restaurant, decent gym. I just checked in about two hours ago and I have noticed several wait staff checking on customers. That said, no complaints so far. I travel pretty frequently for work and I must say its definitely one of the better Marriotts that I have stayed at. read more

This has been some of the best and most understanding staff I have dealt with at a hotel. Steve, the manager personally came to help clean up after my 6 year old got sick. It wasn't pretty but he was such a gem. Reassured me that it wasn't a problem, after profusely apologized. He was so calm and collected. He even personally brought back some Sierra Mist, water, and crackers for my son, so I didn't have to leave his side. Would recommend him and the hotel to anyone visiting or just passing through. read more

Great rooms, great rates. I've stayed in Middleton before but this location can't be beat. They have a shuttle that will even take u to the convenience store. Spacious, clean, an very friendly staff. read more

Stayed here on 4/7 prior to a business meeting. It had many of the usual Marriott niceties but no Starbucks or availability of coffee that was any better than Folgers or Yuban. Maybe it's a Wisconsin thing but I thought that nearly every Marriott had reliable, dark roasted coffee. The room was OK except that they put me in a second floor room that had windows which started at about 5 feet above the floor and the only view was of air conditioning/heating units and I am a lifetime Platinum. I am not sure if the desk clerk felt it made little difference or what but this is not a crown jewel by any means. I understand that this place was a Holiday Inn previously but usually hotels converted to the Marriott brand are better than this one was. read more

The manager is rude, and has no concern for guest satisfaction! He brushed me off with my concern regarding a group rate I was supposed to get because I booked 5 days late, mind you my company had its annual banquet here and had over 100 rooms booked just from coworkers! So you would think that he could over look a 5 day late reservation for a company employee who has a event here yearly but guess he's not concerned about return guests to any of his company hotels! I will never stay at a Marriott hotel again so many better options out there! read more

I traveled here for a week on business and I was booked this hotel on short notice. When I first checked in, the manager working the front desk told me my king sized bed room was gone, and would I settle for 2 queens? Since I was traveling alone, I asked what good having two beds would do me and she worked her magic getting me upgraded to a suite with a king size bed, very nice of her. The room was larger and had a desk, chairs and a couch but despite having all this unnecessary space, there were some issues. The coffee maker did not work, the heater did not work (room stayed at 70* despite my setting it to 80*), the bathroom door was so tight it was hard to get in and out of the bathroom, and toilet was backed up every morning and even overflowed. While the staff were extremely nice, there were several issues I had with the services provided. Almost every meal was forgetting at least one small factor (not a big deal, but noticeable when you're there for 5 days) and the shuttle service was not a nice ride, nor did it remain to the schedule. It was set to pick everyone up from Epic at 5pm. It left me at Epic in Verona one day driving off at 445pm, and the next day didn't show up until 530pm. It also is advertised they will shuttle you to and from the airport but I requested to be driven at 545am to the airport and they said the diver doesn't get there until 6am and can not do it. Overall, for a "luxury" hotel that cost my company over $200 per night, in a suite that should have been $400 per night, I did not enjoy my time, (something usually hard to say while on an all expensed paid trip). read more

I stayed here for Epic training this past week. This is a nice place and has everything a hotel should have. I would have liked an in-room fridge, but another guy staying said you just have to request. Pros: shuttle driver, John. John was fabulous with recommendations on things to do, making sure he never forgot anyone, and got us there on time every day. We had a nice drive to the airport and he pointed out any interesting points of interest. He is a very nice man, and will take good care of you. Other pros: great free wifi, quiet rooms, nice rural setting Cons: distance from night life, if that's your thing. This hotel is not 'downtown' although shuttle will take you within a 3 mile radius. Room service menu was very small. I only ordered from it once. The food I got was fine but I would have liked having more choices. read more

Stained sheets, hair and food byproduct on nightstand When we got our replacement sheets there was no offer to change them as they were thrust into our hands. Burned out lightbulbs and towels that look like what I use to dry off the dog. read more

I am using the hotel's free wifi to write this review as I am awake from the noise that wafts up through the large open box atrium. Calling the front desk does nothing. Terribly designed building. Come to Madison several times a year but will never stay here again. read more

I'm baffled by the poor reviews. I thought this hotel was great! The front desk clerk was very thorough & helpful. The room was very large & spacious...much larger than most others I've been to, and very clean, as well. Overall, I thought it was a very nice hotel! read more

My recent (three) stays here have been satisfactory, not horrible, but on the other hand nothing spectacular. You'll have the basics covered: a roof over your head, clean room, and food at the concierge lounge (Susan is fantastic!). Underwhelming and inconsistent front desk staff (esp in the evening). Asked multiple times to have the WSJ delivered to my room in the morning during each stay, but done only during the first stay. Third stay front desk staff didn't realize I was a Marriott member; I had to supply my own number. I had to ask to be put on concierge floor. This has only happened to me at this Marriott establishment. My colleague had to wait for an hour and half for the shuttle to pick her up at MSN airport. Another colleague had to walk down to the front desk to get some soap for there was no soap in her room upon arrival. Observations: elevators at times smelled like mold, waterfall in main lobby smells of mold as well. Outdated carpet and furniture - hasn't changed since stays in 2007 yet there is a brochure promoting Shop Marriott in the room. Bathrooms have no fans, popcorn ceilings. Even the shuttle drivers' uniform is outdated. Website description states: luxurious bedding. Clean yes, soft maybe, luxurious no. AC in room is loud, bring earplugs. Restaurant more often than not empty. Fitness center - cardio equipment and dumbbells, but no yoga mats/foam rollers. Ten min walk from Greenway Station Shopping Center with access to restaurants and shops. Convenient if you don't have a rental car. read more

Don't stay here if a good night's sleep is your goal. The way this hotel is designed, all the noise from the bar downstairs will travel directly up to your room. Even complaining to management doesn't do any good. My coworkers and I were here during the week, and every single night there was bar noise that prevented us from sleeping. I was several floors up and could pretty much hear every single conversation. I agree with the other reviews, too, that this hotel is extremely outdated. It smells like chlorine from the waterfall in the lobby, and is really not a nice place to stay. Recommend you stay at any one of the other hotels in Middleton. read more

Stayed at the Marriott Madison West 2 times in the last month and it was great! Jon and Chris are fantabulous...they took such good care of me and my co-worker (and the rest of the guests). It was a hectic week with training at EPIC, but they made sure that we had all the information we needed related to shuttle rides to and from training and local spots, the best places to eat and were always there with a friendly smile and happy demeanor...which was probably the most important thing they could offer...They make a huge difference for your guests! read more

The worst hotelling experience I have ever had. The Staff was friendly, and the room was clean, but that is the end of the positives. I could go on and on describing every issue I experienced during my stay, but I will summarize in one word: NOISEY. Avoid. read more

Checked in and girl went to get help. Don't know why. She asked for a credit card. I asked is it for my final bill or incidentals? She said incidentals and final will be tomorrow at check out. I let her know I use a different card for my final as my card I use for incidental has a low limit. I went to my room with my family. Lots of kids running around. Could hear people laughing 4 floors down at the bar. They attempted to charge my card for the room. It was declined. I called and asked and explained again that I have a different card and I could come down and pay if they needed me to. No, they said, take care of it at check out. Pulled back the covers for the bed and it had stains on it. They did bring up another set of sheets that I had to change as the girl said she was too busy. No problem, I did it. Got cake and paid about $30 for 3 slices. They were all dry. No worries trying to relax. They attempted to charge my card again at around 10. I am frustrated. If they wanted the money they should have told me to come down when I called instead of trying again on a card that will never have enough. This hotel has nothing going for them. Not organized, stained bed sheets, untrained staff. Do not stay here. We come here once a year to Middleton. We stayed at a Holiday Inn last time. Wish they had a spare room. read more

I stayed at the Madison Marriott West to teach a workshop in the conference center. The hotel is a very nice facility, one that has been around for a while but it has been well maintained and in particular the room I had was fresh, up to date and comfortable, definitely up to Marriott standards. What set the hotel apart was the staff. Their attention to detail and their focus on service was amazing . They anticipated what I would need in my room as well as what I I would need in the conference center as if they has ESP! read more

It's hard to believe this is a Marriott property. I've logged over 50 nights at this hotel so I think I'm decently qualified to offer a balanced review. This last stay will be my last overall. Although the staff is generally friendly & professional, their competence is questionable. I could offer a list of offenses but it would take too long & most aren't major, just a little annoying. Concierge lounge is fine, no complaints. Overall, the hotel gives the impression that it is too large for its operating budget and the competence of the staff. It greatly lacks attention to detail. I frequently have to call for things that have been left out of the room (missing hairdryer, washcloths, double body wash but no shampoo...and so on). The linens are old and tired (holes in the sheets & duvet covers, limp towels, some with stains). I am a platinum member of Marriott and am always booked into a King room. This time, they put me in a room with 2 doubles for no reason. I immediately changed rooms and the TV did not work. I then plugged my laptop into the lamp and it made a loud "pop" and blue sparks came out. All of the power in the room was then knocked out. This is unacceptable, as the wiring in that lamp was obviously faulty & dangerous. I was lucky my computer was not fried. The last straw came when I killed a large fly in the room with the first thing I could grab, which was the paper breakfast menu. I then crumpled the menu and threw it away. The next day, the housekeeper had removed the menu from the garbage can and placed it on my pillow. I know it was the same menu b/c it was creased exactly where I crumpled it up. Outrageous. Anyone who would think this is acceptable service is out of their mind. I will not stay here again and do not recommend it for business travelers. During a single stay, I have never heard so many staff say, "I apologize for that". Sorry isn't enough, I'll be trying the Hilton Garden Inn next time. Good service speaks for itself and does not require apologies. read more

I booked a room at this hotel, I am a Marriott Platinum for life. On the Marriott website it changed dates on me, and I did not catch it. I was booking for a later date. The website booked me for the 6th of February, I was booking for 3 weeks later. I caught the error the next day and called the hotel. I spoke to a kid by the name of Ryan. He was the most arrogant, obnoxious and rude person I have ever spoken to! He would not refund my room charge, would not let me use it for my visit later in the month! He is definitely a person where his front desk job went right to his head! I have 8 other people traveling with me. I immediately called every one and told them not to book at this hotel! First time I have had a Marriott employee treat me poorly! read more

I've stayed here a handful of times. The staff is SO nice. No complaints, it's just not a "5 star hotel"

I reserved rooms for several families for a graduation weekend -- big mistake! This hotel double booked my reservation, and on two subsequent calls still got it wrong - then charged me $340 for unused rooms. The GM seems quite satisfied to keep my money. Service at breakfast was deplorable -- took 15 min to get a drink. One waitress was trying her best, but we overall experience was just awful. Don't go near this place. If you're a Marriott Rewards Customer, it might make you rip up your membership like I did... read more

Would recommend this hotel. Beds are comfy, rooms are nice and clean, staff is very accommodating and goes above & beyond what's expected. We loved Tomeka at the front desk :) read more

Um...What is everybody complaining about? I just stayed at this hotel and was skeptical due to the negative reviews. The hotel is great, like many Marriott stand alones the furniture is not brand new but is actually solid rather than particle board. The bed was comfortable along with the furniture. I was disappointed with the old ironing board and the lack of refrigerator in the room but both those are easily fixable. If you are not a Marriot rewards member there is a internet charge, but just sign up for free and then the internet is free or hot spot to your phone. I'm gold and enjoyed the concierge lounge, its so nice to check in and be able to eat without thinking and decompress from traveling. read more

I stayed here for 10+ nights and must say that I would not recommend staying here. The site says that there is a hotel shuttle but it does not communicate the operational hours for the shuttle. Upon contacting the hotel to verify that there would be a shuttle I was instructed to contact the hotel upon arrival and they would send one out. Upon calling the hotel, I was told that the shuttle does not operate until 2:30pm and have to take a cab at my cost. Upon asking to speak with a manager the clerk put me on hold and told me to take a cab and the hotel will cover the cab cost. During the first few days I had gotten I'll and bed ridden for a few days because of the carpet spray the hotel sprays on the carpet. Upon seeing that I asked the housekeeper to not spray that because I am highly allergic to that and to let the rest of the house keepers know. 2 days later they sprayed that again. It was such a struggle because most of the house keepers barely speak any English to the point that when they would come to my room and asked to come back at 2pm to clean the room, I would have to call the front desk asking them to also make clear what time to come back to my room. More than one occasion they came before the agreed upon time. What was worse on that very same day I called the front desk housekeeping entered my room before the agreed upon time while my husband was sleeping in the room. I had also called the front desk letting them know I asked housekeeping to refrain from spraying the carpet because it made me ill, yet they continued to spray the carpet and the hotel did not offer switching my room. Another struggle was room service. I asked for a delivery time and it came 30 mins early. In most cases that would be a good thing, however, I was I'll and bed ridden. When I asked room service to come back but to keep my order warm he insisted that it will stay warm because the plate was hot. I just gave up. The insult to injury is that when signing the ticket, I entered the correct tip amount, and erroneously totaled the amount as i was I'll and could barely get out of bed. It was only $1 but upon explaining to accounting and requesting a correction, I got no response to my request. I hate to squabble over $1 but I find it unethical (most establishments check the total and enters what was meant to be given) that even for $1 the hotel would not respond. The coin operated laundry was another in consistent experience. The dispenser in the laundry room was broken. The cost for the detergent was $.75. I called the front desk and the manager who was so kind brought it to the laundry room and didn't charge me for 2 boxes. Later the next day I went to the front desk and purchased 2 more boxes. The girl behind the desk told me it was $1.00 per box. I should make clear that I didn't have any problem paying, however, when asked to clarify the cost I was told the cost is $1.00 per box. I explained that the dispenser in the laundry room is $.75 and why is it $1.00 at the front desk. The girl told me if I buy it at the front desk it's $1.00 but if I buy it in the laundry room it's $.75. I told her that the dispenser in the laundry room is broken and she told me at the front desk it's $1.00 and no viable reason why. Despite that they had a few great staff persons (patrick and travis and shuttle drivers) it didn't make up for the bad experiences. read more

We booked a hotel room for a hockey tourney that was cancelled. when we cancelled our room it was like thanks for the cancellation, no word of charges..Then go figure they posted to our card like lightening and accounting refuses to do anything! Horrible customer service!!! read more

No option for 0 stars given or that would have been my choice. Nasty, funky and old. Horrible customer service starting with front desk through management. Needs complete renovation, including staff. Smells bad, noisy noisy rooms, mold in showers, towels are gray, sheets have stains. I mean really - how disgusting is that?! Contacted management on 3 occasions going up the food chain every time to complain about the issues and was greeted by rudeness at every level. Unbelievable. If they weren't a Marriott property with point junkies, they'd be out of business. GO SOMEWHERE ELSE!!! read more

I am very disappointed and disgusted with this manager and hotel. I totally understand policy but I also understand unforeseen circumstances. I planned on using the reservation but when there is a 100% chance of a snow storm with up to 7 inches of accumulation I am very hesitant to travel anywhere. But when you are going be charged because they want their money and will take it anyway regardless of circumstances you risk it because that is a lot of money to lose out on. I will never stay at a Marriott (especially this one) ever again nor will I recommend Marriott to anyone ever since they are money hungry. read more

Overall experience was good. Not fantastic, just good. We were a large group, and had some special requests that were handled (somewhat) well. Many hiccups later, we had a successful stay. This hotel is pet friendly, which was GREAT! The facility was clean and overall very accommodating. I was very impressed on the staffs professionalism and calm attitude when I brought some problems to their attention. They ultimately won my good review by extending our check-out (letting our dogs shack up), while we attended the sporting event we came to enjoy. read more

We recently held an event for our organization. Our banquet manager, Hassan, did all he could to ensure a world-class experience for us. I can't thank him enough for exceeding our expectations and going beyond the call of duty throughout our evening. He fully understands service and experience. Thank you, Hassan! read more

Although my room was nice, we woke up to no hot water. I called down to the front desk, and they told me there were a lot of people taking showers at the same time, but they are getting the temperature up. I checked the water temp at 9:30-still cold. Checked again at 10:15, and tweaked a little luke warm water. Enough to wash my hair. So we checked out at 11:00, and voiced my dissatisfaction with the water to the pregnant front desk staff, and all she said was "yep". I said that for the size of this hotel, they should not run out of water. She said "yep" and that they had boiler troubles for the last couple of days, but thanks for staying with us. Never once did she apologize. Unacceptable for $225 a night. read more

I have stayed at this hotel for a weekend event in July for the past 4 years. Although the decor isn't the most current, the beds and bedding are very comfortable, and with the blackout curtains, I sleep better and later than I often do at home. The soundproofing between the rooms is quite good, but you do tend to hear everything happening in the restaurant/bar area. The staff are extremely friendly, welcoming and helpful. For the conference rate of $105, this hotel is a real value. read more

If I could give this hotel zero stars, I would. The staff was extremely unhelpful when I checked in and informed me that I had double booked my room. When I checked out, no one asked me how my stay was. It was very noisy when I was going to sleep because there was a convention in town. I ordered a flatbread from the hotel bar (which was actually great), but it took more than 40 minutes and there were less than 5 people in the entire bar. My experience with management made me never want to stay at another Marriott Hotel again. I could care less if the furniture and decor is a little outdated, but the staff completely ruined my experience. read more

I have been a Marriott member and always check in with this hotel when I come for Epic training. But my recent stay was very disappointing. Over the years, the services had gone downhill and I'll not stay here for my future training. They made me wait on my airport shuttle for an hour and the shuttle never showed up. The hotel used to cover for the taxi going to the airport since there's no shuttle service on the weekends, but that was taken away this time. They should have made it clear on their website the airport shuttle is not available on weekends so that guest can make proper arrangements. For the rate they charge, I will not expect to pay $40 extra for the taxi going to the airport. They also limit their shuttle service to only take guests around for night outing within 3 miles. It's just no fun to be locked in 3 miles after a full day's training unless to pay $25 taxi one way going downtown. Room service menu is much smaller than before. I stayed for a week this time and it's really hard for me to order anything good from their menu. I'm positive I can find some hotel with better rate and service. They just lost me as a loyal customer. read more

We have exhibited at a conference at this hotel every year. It is so nice to see familiar faces behind the checkin area. Patrick Cady & John Polnow made our check-in smooth & easy (unlike the last two hotels where we stayed). The beds are very comfortable. The atrium off of the lobby is beautiful and an excellent space for vendors. The tables in the exhibit area had been set up exactly as we had requested. I was so impressed with the management. Kurt Peterson made himself available to us throughout our stay. Sometimes it seemed like he was here 24/7. Staff really seemed to respect him. Another manager that we really like is Keola Shimooka.He remembered us from previous years. Today I learned that Lamont & Mark, the gents who set out the food for breakfast & breaks have been at this hotel close to 20 years. They are always smiling. I generally provide less detail but we had such a poor experience last week in Baltimore with staff - from check-in through checkout. read more