Holiday Inn Express Deforest (Madison Area) by IHG

I finished my project a day early and checked out at 7:00 Wednesday morning. The clerk said right away that I’d be charged for another night because I hadn’t given 24 hours’ notice. I’d never heard of that policy, and explained that I only found out Tuesday night that the work was done. He said I should have told the desk then, since someone looking for a room might have been turned away. He eventually dropped the charge, but warned me that other IHG hotels may have the same policy. I still don’t understand the logic of charging me for a night someone else might have needed, when that person may not even exist. I can understand a one-night charge for cancelling on the evening of check-in, but not for checking out early after plans change. I thought the clerk was mistaken, but hotel management confirmed this is their policy. Charging customers for a service they never received based on a hypothetical situation is a bad policy. People look for good service at a good price, and this is sure to make them choose another hotel instead of returning. I’d avoid this place.

The temporary breakfast setup in the conference room was easy to find thanks to the signs, and they still had the full selection. Even with the renovations going on, the staff and manager were attentive and friendly. I love the new carpet and tile. Great experience, we’ll be back!

After driving through the winter storm, we made an unplanned stop so we wouldn’t have to stay on the roads. I called to check that there was room for my family and dog, and Clark assured me he’d hold one for us. He found my IHG number, greeted me by name when we arrived, and got us checked in quickly while the busy desk was helping lots of people escaping the weather. Later that evening, I even saw him clearing snow. The whole staff were helpful and friendly, and the other guests were kind too. Holiday Inn Express Deforest felt welcoming and comfortable.

The hotel is in the middle of major renovations, but we still had a great stay. The front desk experience was wonderful, our room was very nice, and someone wished us a good morning as we headed out at 3:30 in the morning. It’s close to both the airport and Madison. We’d definitely stay here again.