Country Hearth Inn Madison

When I got to Madison Inn & Suites, the front desk was empty except for a note with a number to call. I called at least ten times without an answer, yelled for someone, knocked on the office door, and tried to get help. After walking around the building and coming back in, I found the phone I’d been calling, sitting unanswered on a chair down the hall. I asked some children watching a movie in a room if they knew who owned the place. One said it was his aunt and she was outside. I found a group chatting outside and asked who the owner was. A woman said she was. I explained I’d waited more than 10 minutes and asked for help. She said someone was in the ballroom and would be out in a minute. Back at the desk, a woman finally came over. I heard her tell someone she’d already said she’d be with me in a minute. When I said I’d been waiting over 10 minutes, she snapped that I hadn’t, because she’d only been in the room for 9. She must have heard me calling out earlier and still left me waiting. Instead of apologizing or helping, she canceled my reservation because I complained that nobody was doing their job. I stayed calm but firm, and I had every right to expect someone at the desk or at least an answer to the phone. The place felt disorganized, unprofessional, and downright rude. I wouldn’t recommend it to anyone wanting a decent stay or even basic customer service.

We’ve stayed here many, many times, and the service has been great on every visit. The GM and the whole staff are awesome people who know their jobs. The young housekeepers are especially sweet, and they’ve helped us and lots of other guests. They’re working to improve, and things keep getting better. Don’t let the Ken's and Karen's make you think this is a horrid place. Check it out yourself, you won’t regret it!

Our stay was horrific. I saw full-size rats coming from the outside door into the common area by the ballroom, which was really gross. There seemed to be black mold in my shower, and my kids and I couldn’t stop coughing. Neighbors in the hall were also dealing drugs, so I had to rush my children back into the room.

The price was good for a place to sleep overnight, and the woman at the desk was polite. The air conditioning was cold and the shower got hot. The sheets were clean, though one had a cigarette burn. The place could use a thorough cleanup.