Hilton Garden Inn Madison West/Middleton - Hotel in Middleton - 1801 Deming Way, USA

Guest services are deficient at this hotel. Several inconvenient things added up and made my overall stay less than satisfactory. First, the shower's water pressure was horrible. The water barely sprayed two inches from the wall of the shower. The hotel renovated and installed a very nice huge shower in the rooms, and there was zero water pressure. Further, the water was either boiling hot or freezing cold, no middle ground. I also noticed this every time I took a shower, it was not only a one time issue. Secondly, the plug in for the blow dryer in the room was broken apart thus the dryer didn't work. I called the front desk to request a new dryer and they hung up on me. I eventually fixed the blow dryer myself, as my hair was wet and I had to get work. I was also late to work due to this! Thirdly, the hotel did not provide any housekeeping during the day. I would have liked some fresh towels and my bed to be made given the other issues I had. Lastly, the hotel provides a keurig but only gave me one K cup of coffee and 3 of tea. I wouldn't normally care, as I would get some the next day... but they didn't provide housekeeping. I give a little credit as the hotel looks better than it did before it was renovated, but the small things added up to a deficient experience for my stay.

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.

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.

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.

It's fine. Rooms are acceptable. Service is very good. But the hotel seems to be getting run down. Elevator didn't work at all, and it needs some updates. And every door you encounter closes HARD.

No business center, not even a printer available for guests. Staff in lobby complaining loudly about management. Could hear them talking about applying for jobs elsewhere because they don't like where they are. Blah blah blah. "If you can't compensate me, you don't deserve me. " Very unprofessional. Major complainer had pony tail with chin hairs.

We stayed in a beautiful room close to everything in the hotel and the staff was beyond accommodating The front desk Gentleman Micheal was so helpful and friendly always had a smile on his face. The housekeeper Garcia asked us if we needed anything while passing her in the hallway and when we asked for assistance with our tv Micheal called the maintenance guy in who fixed it right away. The breakfast staff was excellent as well and they all did an excellent job in making our stay exceptional. We will definitely be referring friends and family to this establishment. Thank you all for making it enjoyable. Sincerely Kimberly Burch

Very disappointing to say the least. I'll start in order of issues. #1. The room had a giant stain in the middle of the floor. I understand, they may be need to use the room for reservations, and can't afford to markmit out of service until corrected, but it just started things on wrong foot. #2. We specifically called to see if the pool was open because when we tried this hotel before the pool was closed (it has a kid play area and we have 2 young kids). They said yes, no restrictions but didn't mention there was no water heater since they were doing maintenance. The water was freezing cold. So that ruined that plan (which was why we chose this hotel over the Holiday Inn right down the street). #3. We booked a suite, with a pull out couch - but no bedding in the room for it. So I called front desk to get some bedding, I was told there was no room service so I'd have to go get it from front desk. No big deal. They give me a twin size sheet set, a queen size comforter and no pillows? So I questioned it and they said they would run it up to our room. Shockingky, they have room service as it wasn't the front desk woman. #4. Our daughter wasn't cooperating with the strange bed, so we opted to call for a pack n play. They said they had one, but it broke and never replaced it. How does a Hilton property not have a pack n play!? Crap hole, no brand hotels have pack n plays available. I try to stay at Hilton properties whenever I can. I'm an honors member, and generally enjoy the brand. And 8/10 times - it's stellar. But it also makes you expect more from a Hilton property. The name should mean something. This was a complete waste of a trip, it was a horrible experience and we will never stay at this hotel again.