Residence Inn by Marriott Madison West/Middleton

The room was big and clean, and breakfast was fine for a quick bite before heading out. I had a good stay at the Residence Inn, made even better by the friendly, excellent service at the front desk.

Construction at our home meant we booked the Residence Inn by Marriott at the last minute, and the service made a stressful situation much easier. General Manager Giselle Tomas Ruiz was kind, professional, and very accommodating from the moment we arrived. We checked in late and had a problem with one of the room bathrooms. Giselle handled it with care and courtesy, then quickly found us a better room that suited our needs. After such a long day, that thoughtful, proactive help made us feel looked after and turned an unexpected stay into a positive, memorable experience. I hope Marriott management recognizes the outstanding guest service Giselle provides. He’s a real example of what a good customer experience should be.

We’re regulars here because of the cleanliness, good service, and other reasons. Andres is usually working the desk on the nights we stay. Once, our card was charged twice, by the hotel and by Priceline, the third party we booked through. Neither side spotted the mistake, and we got sent back and forth trying to get our money back. Andres wasn’t working when the transaction happened, but he took it on himself to reassure us we’d be compensated and follow through on what needed to be done. We were reimbursed. He works hard, and we’re grateful for his help. We keep coming back thanks to him.

I felt safe and comfortable throughout my pleasant 11-night business stay. The room was clean when I arrived, the bed was comfortable, and I loved coming in to find the towels folded into designs. Whenever I needed extra essentials, they arrived quickly, and staff were responsive in the Bonvoy app. Complimentary access to Max TV streaming was a nice surprise. There’s a gym with the workout basics, an open indoor pool, and plenty of free parking. The hotel is near an outdoor shopping mall, with restaurants within walking distance, plus a bike and running path behind it. The staff were friendly, and the rooms are kept clean. I’d highly recommend it.