Hilton Garden Inn Madison West/Middleton

The rooms are comfortable, but the restaurant kitchen has gone downhill since my first visit. My appetizer and side of fries took 45 minutes, even though the place was almost empty, and the order was wrong. I could hear the fries being dropped in the fryer each time, and only one plate ever came out at a time, so it seemed like the kitchen couldn’t handle more than one ticket at once. Next time I’m going to the Marriott.

Anna Marie at the front desk made my trip. She was kind, polite, friendly, helpful, accommodating, and resourceful. Even while assisting other guests who were being unpleasant, she patiently helped me and handled both situations beautifully. Lots of people were pushy, disrespectful, and entitled, but she kept her cool and her lovely smile. I’m grateful for her. She represents what I think Hilton wants to stand for, and deserves a raise or a higher position.

We came for the pool and were really disappointed that the water was too cold to swim in and the pool had so much rust. The kiddie pool area was covered in rust too. In our first room, the AC unit was falling apart, so we had to switch. The one in the new room kept turning off and didn’t work properly either, and a router was sticking out of the wall.

There was no lotion, the towels looked dirty, and the shampoo was mounted by the sink instead of in the shower. I brought my own shampoo, so that didn’t affect me, but I couldn’t make sense of the setup. There were also gaps under the main door where hallway light came through. The bedding was the worst part. The blanket and sheets had stains all over them, and it looked like they hadn’t been changed after the last guest. I showed photos to the front desk, and the staff member apologized and said someone would change the sheets, but I’m not sure that happened. The stains were still there, and sleeping in that bed felt gross. I won’t stay here again.