Hampton Inn & Suites Madison - West

Not replenishing food timely. Tables not being cleaned.

Breakfast see above.

The room was clean, comfortable, and well maintained. The bed was comfortable, and I slept well. The property felt safe and generally well kept.

There were several service gaps that were disappointing. The room did not include basic items such as shower caps, and toothbrushes were not available for purchase or at the front desk. There was also no pen or notepad in the room, which is a small detail but inconvenient for business travel. At check-in, the POS system was down, which made the arrival process disorganized and inefficient. The most frustrating issue was billing related. I paid $139 for the room and an additional $37 for a late checkout, which I approved. However, I was then charged an additional $37.75. When I called to inquire about the duplicate charge, I was told it would “drop off” because their system sometimes does that. As of March 3rd (for a February 21st stay), the charge was still pending on my credit card. When I attempted to express concern about the charge, I was told that management (Alex and Lauren) were about to join a Zoom call and did not have time to address the issue. The tone on the phone felt dismissive and unhelpful, which added to the frustration. Unfortunately, due to the billing issue and how it was handled, I would not choose to stay at this property again.

Breakfast was good. The staff and size of rooms where excellent.

Nothing.

Staff was friendly, room was nice and warm, good selection for breakfast

Gluten/grain/dairy/lactose free food

Location close to everything

Bed and pillow wasn't very comfortable

Very tasty with a wide assortment

They collected an extra $20 per room as a deposit. I am waiting for the refund.