It's taken me months to post this because I still can't believe it happened. Twenty years ago on January 30 we celebrated our honeymoon at the Mansion Hill Inn. Five years later we spent our first milestone anniversary at the mansion Hill Inn. A year ago in June 2018, after four kids and an insane amount of life, we decided to spend our twentieth anniversary at the Mansion Hill Inn- in the same suite we'd spent the previous two milestones. A large suite with a fireplace and ginormous bathtub. A place where we could hunker down in front of the fire and only venture out for food. On the morning of January 29, the eve of the polar vortex in Chicago and in Madison, we called the Inn to confirm our reservations and we were told it was business as usual. Mind you, for six months we had orchestrated this trip, including arranging an epic amount of childcare for our four children who range from a first grader to a senior year in high school- including one who is on the autism spectrum- and renting a car because we are a one car family who did not want to leave the kids and sitter without reliable transportation.
Once reassured the Inn was open we left town. I happened to check my email a few hours later when we had reached Wisconsin and discovered a message from the Inn manager asking me to call. I called and was informed me that another guest had smelled carbon monoxide and the Inn would be closed to guests. He offered us a room that night at the Edgewater or AC Hotel- he personally recommended the AC Hotel. We were almost there, we chose to carry on and accepted a room at the AC, with the assurance we could have our room the following night if all was well. Certainly not what we had been planning for six months. Not even close. The replacement hotel was a chain, and very busy (think salesman convention, awards ceremonies in the restaurant /bar, waiting in line every time we wanted to use the elevator and we were on the top floor next to the elevator, not to mention asking for a tub and being put in an ADA room). The next day check out time came and still no word from the Mansion Hill Inn. We had to call them after we left and were told that in order to address the carbon monoxide leak "the furnace had been turned off and the hotel was aired out and it would probably be safe that night". No thank you, we'd made other arrangements. My husband made arrangements to stay at the another hotel on the lakefront. The concierge there was sympathetic to us and arranged for a lovely and large room with a king bed and a luxurious bathtub, wine and chocolates, and other thoughtful amenities. Not to mention we were concerned at this point about traveling back to Chicago in -33 temps. And, *if* that story about the furnace and "airing out" the hotel (in -33 temps) was the truth, I was concerned about all the pipes bursting during our abbreviated visit. I suspect no pipes burst.
So, at this point we had checked out of one hotel, packed our car and found a place to hang out for four hours until we could check in at yet another hotel. As I am sure you are aware, just about everything in Madison was closed for the day. Not exactly what we had planned for the day of our twentieth anniversary. I get that it was the perfect storm, the record breaking weather, the "carbon monoxide that the guest smelled" leak on the eve of the coldest day ever, the lack of heat when they had to turn off the furnace on that day to "air out" the hotel, the complete inability to do anything but get us a standard room for the night at a standard hotel in town. The perfect storm. Or the perfect inconvenience.
I can't tell you what a disappointment this entire trip was. We had planned and made arrangements for every situation but the one that occurred- whatever that was. I can't tell you how disappointed I was at their attempt at service recovery, that being eventually the manager agreeing to comp us one night towards a future visit. We had to ask for that once he reached out to make sure we were planning a return visit, after we had we left town. We've both been in the service industry for our entire lives. I've never experienced anything like this. If they wanted to or needed to close, they could have and should have told us the truth.
It's a totally different season now, and we are planning family trips. Madison came up. I just didn't know what to say. Anyway, that's my review. read more