Holiday Inn & Suites Madison West - Middleton by IHG

Reviews

• SH

  Steve Herring

  Aug 6, 2026
  3.0
  The front desk agent Courtney was one of the best and supportive agent I have had in a long time. She was very attentive and support to ensure the stay was outstanding. The room as not the best, the celling had a hole in it. The coffee maker was not serviced during the stay and I returned it to the front desk as was broken and could not be used. The floor and elevator were covered in water from the pool which made it a concern to walk on, it should be attended to on a regular basis.
• JS

  Jasmine Stupica

  Aug 5, 2026
  4.0
  We've stayed at this hotel multiple times. The rooms are clean and nice. The staff is friendly and the breakfast is tasty. We had a couple disappointments in this stay: - We booked a room with two queen beds, which can sleep up to four people and only had two towels. It is never fun to find out you don't have a towel when you are ready to get in the shower. - The hot tub needed to be cleaned. There was hair and other stuff floating in it. - The life guards were not very attentive to the slide. A child climbed on right behind my daughter kicking her in the back all the way down and no one even noticed.
• JS

  Juan Carlos Salazar

  Aug 2, 2026
  2.0
  We are currently staying at this resort for five days and chose this location specifically because of the amenities, especially the water park. For families with children, the facilities are fantastic. Our kids have had an amazing time, and there is plenty to keep them entertained. Unfortunately, the customer service at the front desk has been inconsistent, and we’ve encountered a few staff members whose attitude took away from what could have been an excellent experience. On our first morning, we were having breakfast. Just before 9:30 a.m., I stepped out briefly to use the restroom. When I tried to return, the breakfast area had already been locked because service officially ended at 9:30. I went to the front desk to explain that my family was still inside finishing breakfast. The gentleman working there simply told me, “You can go back in, but you’re going to have to leave right away.” I tried to explain that I had already been eating breakfast and had only stepped out for a moment, but he wasn’t interested in listening. There was no explanation, no empathy, and the interaction came across as unnecessarily rude. Rather than argue, I chose to walk away. Our second experience happened on Sunday when the pool wristbands were being changed. We went to the front desk to exchange them, and the staff member simply said, “You need to bring the old ones back.” Again, there was no greeting, no “please,” and no explanation of the process—just a blunt response that made us feel like we were inconveniencing the staff. Another example of the inconsistency happened at the complimentary coffee station. My wife asked the front desk if there was any coffee creamer available. The first employee simply responded, “There is none,” offering no apology or attempt to help. Moments later, another staff member overheard the conversation and immediately said, “Let me get you some—we’ll have some for you right away.” The contrast between the two responses was striking. One employee saw the request as a problem, while the other saw it as an opportunity to provide good customer service. It wasn’t about the creamer—it was about the willingness to help. Overall, the facilities are excellent and provide tremendous value, especially for families with children. The water park alone makes this a fun destination. However, the lack of consistent customer service is noticeable and keeps this property from being truly exceptional. A little more courtesy, warmth, and willingness to explain policies would make a significant difference. Hospitality is just as important as great amenities, and with better customer service, this could easily be a five-star experience.
• SK

  Sequoia King

  Aug 1, 2026
  1.0
  I did have a nice time with my kids at the hotel, but unfortunately, what happened after we left completely changed my experience. When we got home, I realized that I had accidentally left my bag in the refrigerator in our room. I had been using the bag to carry my son’s bottles back and forth to the pool area. The bottles were in the lunch bag with ice packs , along with my bank card, money, and ID, which I had placed in the front pocket of the bag. When we returned to the room, I put the entire bag in the refrigerator to keep the bottles cold. When we checked out, I unfortunately forgot to take the bag out of the refrigerator. Once we got home and realized it was missing, I called the hotel to ask if housekeeping had found it. I also went back to the hotel myself to see if it had been turned in. I was told that housekeeping had not found the bag. I know for a fact that the bag was left in the room because we did not unpack anything when we got home. Our belongings stayed in the car until we woke up, and then we took the things out. So there is no confusion about where the bag was left. What is extremely disappointing is that if housekeeping found the bag, it should have been turned in to lost and found. At this point, I have no idea whether the bag was thrown away or someone took the items inside it, but either way, it is very upsetting. I now have to replace my ID and bank card, not even to concern with the money that was inside. I have stayed at this hotel many times and have never had an issue before. This was my first bad experience with them, which makes it even more disappointing. I spent good money on the room and also dined at their expensive restaurant, so I would expect that if I accidentally left something behind, it would either be safely kept or properly turned in. I understand that I made the mistake of forgetting my bag, but that does not make it okay for someone to throw it away or keep what was inside. This is definitely something I will keep in mind for the future, and I would strongly recommend that anyone staying here double-check their room carefully before checking out and make sure they don't leave anything behind because they may be the last time you see it sadly.
• BN

  Brian Niggemann

  Jul 28, 2026
  1.0
  To start, this is a very noisy hotel if you have a room facing the pool. On top of that the pool facing rooms are extremely hot and take forever to cool down. Room cleanliness is subpar. There were stains all over the carpet. DO NOT USE THE SHUTTLE SERVICE if you are going to an event or concert. I was left stranded after a concert with my 7 y/o (in a city we were unfamiliar with). The management is horrible and unhelpful (dodged my calls and emails). Made zero apologies and refused a refund. ended up having to pay $75 dollars for an uber. Was given some lame excuse that the shuttle service ran all night, despite several other guests all complaining of the same thing.

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