Hilton Garden Inn Madison West/Middleton

Reserved a king. Checked in and told they had none left. Was still charged for the king. Understaffed front desk

I have been traveling to Madison for classes the past 9 months. This hotel was in the reservation block and I'm a Hilton member. I had poor experiences the first 3 months. The noise in the hotel was ridiculous, especially when stuck in a room with adjoining door to sports teams, not providing coffee in the lobby for months, halls smelled of pot, and the hot tub was always out of order but the tipping point was when the complimentary bottles of water in the room were obviously already opened. I stayed elsewhere for a few months and decided to give them another chance, since the rate was affordable. I got in at 7, dragged all my luggage to the room only to find BLOOD ON THE SHEETS. I was initially told she'd switch me to another room but then because of my rate the computer wouldn't allow her to do that even though she initially had offered rooms on 2 different floors. I was going to just have to change the sheets myself. Tired I decided to do that but decided to check the rest of the room and found a sticky mess on the fridge and coffee bar, animal hair on the desk, crumbs and dirt on the floor, and hairs on the headboard. I tried calling back down, to no answer, and had to carry all my stuff back down. I wasted an hour only to find out that because of my rate she would not give me a clean room because they were over booked even though she had other unhooked rooms, just unwilling to give a regular price room. I offered to move back to my original room once housekeeping came in the morning, which would have been inconvenient, but that too was not an option because they had 92 check-ins the next day, Why is that my problem? Finally I told her to refund my stay. The charge hold was canceled, and I found a different hotel a few miles away through my app. By the time I got settled in I was exhausted, my back has been killing me from dealing with the luggage all that extra time. Then I find out my classmate arrived at 10pm and they'd given away her room because her rate was the discounted rate. After she had to beg the same check in person to do something, the room they finally helped her find was out of the brand and $50 more per night. This Hilton hotel does not live up to the Hilton brand and should be removed from the chain. I realize I won't be charged for the stay but I am so disappointed and frustrated with the lost time, pain and frustration and the excuses and just pure crap from the check in staff and whoever she was talking to on the phone.

Nice place

Place was clean, staff was nice, pool area was loud…they leave two bottles of water sitting out in the room ( which should be complimentary in my opinion) they charge you for drinking water.

Did not eat any meals, but the restaurant looked nice and the breakfast bar looked good.

The bathtub floor was slippery. I was nervous about falling. Maybe a more aggressive anti-slip surface would help. I know it makes cleaning the floor of the bathtub more difficult, but it might prevent a serious, and expensive, fall.

Standard HGI layout and services. Location is excellent, in a retail area with plenty of walking and dining options. Fitness center is as expected, and the equipment all worked. The restaurant is the standard lobby HGI restaurant, dinner and breakfast were both as expected with respect to quality and speed of service.

Convenient location and good service

Nothing

Everything I always stay this hotel it's bout time for me to start getting discounts

None

the room is smell