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Subject: Urgent Concerns Regarding Service and Room Conditions Mobile App Communication: The staff consistently failed to respond promptly to messages via the mobile app. On one occasion, while waiting in the lobby—where no other customers were present—I was ignored when requesting the shuttle service. Shuttle Service: When I needed a shuttle to the airport at 5 a.m., Manager Alfonso informed me that no shuttle would be available. Despite this being a service promised on your website, Alfonso stated he could not accommodate us and showed reluctance to arrange alternative transportation. But I found out there was a shuttle for someone at 4am. Please tell me that this hotel is not about discrimination or ageism. I felt it!!!! Room Temperature: The room was excessively hot, even after the maintenance team replaced the air conditioning unit. Despite running the new unit for over two hours, the room remained uncomfortably warm. When I requested a room change, Alfonso hesitated, citing concerns about overtime for cleaning staff and expressing skepticism about the room’s condition. His response was dismissive and unhelpful, even suggesting he would need to verify the issue himself, which was unnecessary and highly unprofessional. Breakfast: Fresh fruit was available and the personal maintaining the food area was excellent and friendly. Happy Hour: 1 bottle of wine that was almost empty. I asked for a new bottle and the front desk personal said there wasn't any more. SO, take sips because they don't want to buy more. Not great anything for happy hour.

Hotel purports to be pet friendly, which is why I chose them for my stay for me and my dog who is visiting the University of Wisconsin to start radiation treatments for her very painful bone cancer. The reservation date was supposed to be November 15 but somehow it was made for the 14th in error. I'm sure it was my fault somehow even though I double checked the dates before pressing enter. I have been going through a lot, which I what tried to explain to the hotel. I asked them if they could switch my reservation to the 15th but they refused. My dogs radiation treatments are costing me almost $4000 out-of-pocket for just these 2 days alone, so in order to be able to afford the hotel stay that I needed to use all my reward points from Hilton to book the reservation. The manager, Aaron, was rude and very matter of fact. He didn't care about my dilemma and refused to help me. He charged me charged me $108 (which included using my 10,000 Hilton rewards points) Money I couldn't afford but I had to afford to take care of my fur-baby girl. He told me he had no ability to refund my money, and then I would have to call Hilton honors directly for them to help me, which was a lie. I called Hilton rewards, asking them for assistance and they told me the only person that could give a refund and to assist with my reservation for the 15th would be the manager at the hotel itself. They refused to advocate on my behalf as one of their loyalty rewards members So now after driving three hours early this morning… instead of me, being able to stay in in Wisconsin for my two day treatment, I will now have to drive three hours back home tonight and then turn around and get my dog with cancer back on the road again at 4 AM to drive another three hours there and three hours back tomorrow to get her second day of radiation treatment. Hilton is a big company and they could've helped me. They have no compassion. All they care is about money, no matter how they get it. $108 does not mean a lot to them but right now it's the world to me. And they refused to help me. If you're ever in Madison, Wisconsin please give your business to a hotel chain that actually cares about their customers. Loyalty doesn't mean anything to them. When push comes to shove, you are nothing more than a dollar sign to them. And the manager definitely treats you like one..

I love coming here. There’s no way to really travel these days during the pandemic, and so this is a nice little home away from home. Very clean, nice staff, and they don’t bother you.

We stayed for five days at Hampton Inn & Suites Madison-West during the December holidays to be near family. The staff were friendly and helpful, always having coffee, tea and hot chocolate available adjacent to the front desk. The pool was very family friendly which we enjoyed with younger family members. Our room on the fifth floor was spacious and we enjoyed their good complimentary breakfast every day we were there. Several high school sports teams were staying there but it was quiet throughout the halls.. Highly recommend.

If you love cockroaches, this is the place for you! But I'll start at check-in: when we arrived there was a sign on the desk saying the attendant was performing another task away from the desk and would be back within 15 minutes (I waited about 10 minutes.) Our key cards quit working each of the 3 days we were there and every time we went to reprogram them, the sign was up and we waited. The hallways were a festival of weird smells. At night the hallways reeked of marijuana, which I do not have a problem with, but it's not something I really want when I'm traveling with my children. Also not really something I want to smell as I'm falling asleep. There was a large puddle of dog pee in the middle of the landing between the first and second floor steps that was there for a couple of days. The steps were pretty dirty anyway. We stayed in room 212. One of the couches was broken, the dresser drawers were broken, the outlet in the bathroom didn't work. The person upstairs was super loud beginning around midnight each night. I was impressed with how clean the room was, I was less impressed with the cockroaches that welcomed me to the bathroom in the middle of the night. There is a crack between the floor and the wall in between the toilet and the bathtub, that appeared to be where the cockroaches were entering from. I killed several cockroaches but the rest escaped into that crack. I booked the room because of the extra space and the kitchen, which we definitely used, but it was much shabbier than it appeared in the photos on the website. I do not see myself ever staying in another Extended Stay America again and I would certainly not recommend it to anyone I know.