Marriott Madison West

We spent a week here and had a wonderful stay. Everything was clean, and there was plenty of parking. The breakfast buffet and concierge room were great and kept stocked. Bagus gave us exceptional service the whole time, and my toddler was excited to see him each morning at breakfast. Julie from housekeeping was great too, as were the front desk staff. We’d love to come back.

I wouldn’t trust this location. I was here for a company trip, with the company card already on file, but was told at check-in to put a $25 incidental fee on my own card. I did, rather than argue. Then I was told parking cost $10 a night unless I joined Mariott rewards. I didn’t understand why they couldn’t charge the company card, and signed up to avoid paying more personal expenses on a work trip. The employee gave me a slip to write down my email and ZIP code, which I did. I stayed three nights and never used my card for expenses, since my boss and company covered them. The day I got home, I checked an email account I don’t use much and found hundreds of fake spam messages. One was a confirmation for a bookstore purchase worth a couple thousand dollars. At first I thought the email had just been hacked, but then my card company alerted me to fraud for that same purchase and amount. My full email address and card details had been used, all on the same weekend I gave the hotel that exact information. I also learned when I called that the hotel had charged my card for the entire stay instead of the company card. They say they have fraud protocols, but there have been multiple data breaches in their system involving personal information. I can’t say where this came from, including whether an employee was involved, but the timing is alarming. The AGM was meant to call after returning from vacation. After almost two weeks with no word, I followed up and got an email claiming she’d left a voicemail. I can show phone records with no missed call or voicemail. She called my company instead of me, despite my leaving my contact information. This place has been disorganized and showed no care in making things right.

The M Club was one of the better ones I’ve seen as a platinum member, well appointed and looked after, unlike some that feel like a bit of a joke. The staff were engaging, friendly, and a pleasure to deal with. My room was clean and well kept, with a very comfortable bed. Parking was easy and plentiful, and I appreciated that all I needed was a pass to hang in the car, with no valet or charge. I’d gladly stay again for personal or business travel. One thing to keep in mind: people can have noise issues in the open lobby layout. I bring a white noise machine, and it drowns out any noise I run into.

The hotel was packed from Thursday through Saturday for the WFCA Convention, but they handled the crowds really well. Abdullah Abid, the front desk supervisor, made checking in easy for me and my staff. He was patient, knowledgeable, and accommodating. I’m looking forward to staying here again. Abdullah Abid really helped make it work.