"Renovated but not rehearsed"
Furnished and fixtures are all top notch worthy of high end hotel. Hilton service staff seem to still getting settled in property new to brand. Hotel was a Loews until 3 weeks ago. At check-in room wasn't ready, as expected for early arrival, but promised text never received to announce room available. Front desk could not organize a bellmen before 10 minutes passed to retrieve bags despite no other arrivals in lobby. Spilled coffee at breakfast by staff would have benefitted from new cup and saucer. Striped pillow case mismatched with plain white of 3 other pillows. All small items that can easily be corrected by management in coming months.
Hotel in good location, rooms nice, staff friendly. Wots not to like. Nice view of road and city, petes coffee bar opposite and nearby to walk to all attractions. Near the post bar and diner, easy walk to train station, restaurant was shut when we were there.
"Lobby is nice, rooms are dated"
I arrived in my room on the 12th floor and noticed that there was an old bar of soap on my counter and the sink was dirty. I called and the front desk offered to handle immediately, but it makes we seriously wonder what other cleaning was overlooked and I was uncomfortable thinking about it. The manager called my room within 5 minutes and offered to have the room fully cleaned. The bathroom is very small and so is the countertop, but the staff was very helpful and friendly
"Terrible experience with wedding block at The Madison"
We worked with the Hilton Madison (formerly Loews Madison) for a hotel block for our wedding and had a terrible experience. We will caveat up front that the week before our wedding was when the Madison was sold to Hilton, so we understand that part of the problem was due to the timing of the management transition. However, the hotel struggled to meet even the most basic functions and were a huge source of stress to us, our parents, and our guests before and during the wedding. When guests received the email that the hotel was sold to Hilton, several people called to just confirm their reservation and were told that they did not have rooms and that the hotel was entirely booked so there was nothing they could do (prompting several guests, naturally, to book and stay at other hotels). We had a nightmare going back and forth with multiple staff members trying to confirm that the right reservations were in the room block and that all of our guests’ reservations were correct (which, despite our efforts, they did not end up being). The most basic functions for a hotel such as room check-in were botched, as several guests upon check-in were given keys to rooms that already had other guests in them. The wedding block package included handing out welcome bags to guests as they checked in, but the staff at the Madison failed to successfully do that, as the majority of our guests did not receive a welcome bag upon check-in (or had to ask to receive one). We expressed our frustration with the whole process and asked but received nothing as compensation for such a frustrating experience. We will say that the one positive was that the rooms were nice and the presidential suite used for the bridal suite was large and very pretty.
"Not the "Madison" anymore"
Changeover to Hilton reveals hotel staff that apologize a lot, but do nothing about it your issue. No acknowledgement of Hilton Honors status. A promised call from the Manager, none came. Hotel room now filled with expensive junk food, but no longer the convenience (a basic one) of coffee in the room. Free coffee service downstairs only until 7:30 - so don't sleep in!!! Oh, room service coffee' That will be 5.00 service fee, 7.00 for a small pot and a 20% gratuity ... Hotel looking worn. Desk staff clueless about the inhouse restaurants. I stayed at this hotel for business for 10 years. No more.
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 4:00 PM , Check-out: 12:00 PM