Hilton Garden Inn Madison West/Middleton

Front desk staff and management attitudes are terrible I've been staying at this hotel for years and the experience has been steadily declining. Every time, there is some little annoyance....lotion bottle empty, iron doesn't work, sink or tub are draining slow, room not cleaned (other guest dirty socks on the floor), party in the next room and the hotel solution is to tell me to move, not quiet them down. Whatever it is, it's something. I typically don't say anything until checkout, then let them know so they can make it right for the next guest. Bottom line is, the experience has been getting worse. This is a long story about something that could have been solved very quickly with a simple apology, but the hotel chose not to do that. Instead, this is what happened.... There are certain people at the front desk who apparently just don't want to be there. I started using digital checkin to avoid having to talk to them. (How sad is that?) This time, I thought I had reserved a room with a walk-in shower. When I got there and found that was not the room I got, I went to the front desk to ask about it. The woman working basically shrugged her shoulders and said Oh well. I went on to ask what the point of digital checkin is if you don't get the room type you reserved. Her response? "I'm not maintenance. I'm not management. I'm not Hilton. I just check people in." I was stunned and walked away before I said a single word. I then called Hilton, as that's not the reaction I expect to a simple quesiton at a Hilton property. After getting the runaround and finally getting someone who would at least report the issue, I let it go. At 9:45 PM that night, my room phone rang waking me from a sound sleep. (I get up at 4 AM, so go to bed early.) When I finally figured out where the phone was and tried to answer, they hung up. I got back into bed and the phone rang again. It was the front desk manager calling me and she was clearly angry because I had submitted a complaint to Hilton. I stopped her and said "You woke me from a sound sleep. I am not having his conversation now." She said "Yeah, well...." and went on to berate me about how the hotel had done nothing wrong. Frankly, I hung up. There was no reason to have that conversation at that moment. I never did get back to sleep that night, so I had a full 15 hour work day the next day on no sleep thanks to this person. This all happened on Sunday. On Monday, I got an email from Kyleigh, the front desk manager, with all kinds of excuses about how my room didn't change after I digitally checked in (I never said it did) and how she has video and audit logs to prove it. I don't care about that and that was not the issue I reported. The issue was the front desk person's ATTITUDE. I responded that I would like to see the video she referred to and told her what the real issue was, no response. On Thursday, when I never heard back from Kyleigh, I forwarded the email to Heather, who is the assistant manager (no actual hotel manager's card available so no idea who that is). It is now the following Monday and still no response. While the hotel itself might be ok, the front desk manager, assistant manager and this one front desk staff person are awful. There are lots of other hotels in Middleton to choose from. Pick anyplace but this, or else just make sure you don't have to interact with them because they truly don't care. And neither does Hilton, apparently, as they have not responded either.

Absolute Horrible Stay Worst stay I’ve had in years. AC was rattled so bad it kept me awake half the night. Yellow cleaning reside EVERYWHERE! The reside stained clothing. Bathroom barely cleaned…hair from last guest in several places, no soap. Conveyed our issues at checkout and were assured that someone will contact us. Ghosted so far. If this is HGI’s standards now it will be the last stay.

Long Time Customer - Excellent Experience and Value As a Lifetime Diamond rewards member, I've been staying here on business 3 nights a week for over a year. Though never bad, I've noticed continual improvements implemented over that time. I would especially like to note the high quality employees on staff. I'd also like to note the wonderful location. I like to take long walks in the evening and walking through "downtown" Middleton is a very nice change of pace. I highly recommend staying at this establishment.

Angry staff broken hotel I am a Hilton Honors member and I could have stayed at the Marriott which is where my conference was but I chose this hotel to get points. Mistake! Everything is broken here --the pool, no business center, our phone had the wrong room number on it so we told the room service the wrong room by accident. When that error occurred the staff hung up on me---so my husband had to go downstairs to get the room service. The staff acted as if it was our fault --after working all day then driving in the rain 4 hours we did not notice the room number on the hotel phone was not the room number of our room . BUT the staff was NOT understanding of that and were angry at us as guests. The food was over-salty but we were too exhausted to go out. I love Hilton but this hotel was not all up to Hilton standards for the condition --but the service was the worst. I would think that a hotel would understand that guests are traveling....which means they are often exhausted when they arrive. I wish I had stayed at the Marriott which I typically is not the case. I never had hotel staff get visibly angry at me as a guest. It felt very uncomfortable. The room was clean and I liked the microwave and Fridge. So the actual room was nice. I was given water but not welcomed as a Hilton Honors member.

Not worthy of the Hilton Brand Pool and hot tub closed for repair. Breakfast experience was horrible. Room and front desk staff were nice, so if you are not interested in the pool, or the hot tub, or the breakfast, it would be OK. Fruit in the fruit bowl was covered with mold, silverware was just thrown together in a mess in a pan and customers had to dig through the pile to get their silverware. Probably not a good idea as covid is spreading again. Kitchen and dining room staff had terrible attitudes, they clearly wanted to be somewhere else. Cook dropped dirty towel from his shoulder into the food, and simply placed it back on his shoulder. Dining room staff disappeared for long periods of time, or were busy checking their phone, and couldn't be bothered helping customers.