Would rate 0 stars if Yelp would allow it.
Nice hotel struggling to be taken seriously due to its dismal lack of service.
We have been to the Edgewater a couple of times and they just never seem to get it right.
- Rooms never cleaned in a timely manner or they arrive to early.
- Bathroom supplies never refreshed.
- Room Service takes hours - this is no joke, it was 2hours and 15 min late (twice)
- Dining service in restaurants is horrible. Patrons are screaming at wait staff and management seems lost (not sure if anyone has been properly trained to serve).
- Shuttle service to graduation was horrible. They boarded people who weren't even signed up to go on bus and had us wait for a bus that never showed. there were about 25 people waiting for the bus that never showed. We ended up calling a car service to barely make it in time for graduation. They had called 3 times to confirm the shuttle service the previous month and they still screwed it up. They blamed it on traffic but they do this twice a year now for almost 4 years and they still haven't worked out their kinks.
- Don't let them fool you when they say they have given you a lakefront upgrade. The "upgrade" means you are on the 1st level of the walkway facing the lake where everyone can see in and that means you can hear everyone walking by. Truly a downgrade to be on the 1st floor facing the lake.
On my first visit I just chalked it up to the fact that it had just opened and they were working out the kinks, I realize now that they just lack professionalism on how a "REAL" hotel should be run. The hotel itself is very pretty and new but it seems as if a bunch of college kids are running the place. Thank goodness my child graduated this year, no need to ever go back. Its sad that this place would be considered one of the nicer hotels in Madison. Don't mind that that they gouge their rates during special times (football, graduation etc...), I didn't even mind that they made me pay in advance (1 year) for my hotel and graduation dinner but the lack of service does not entitle them to such pompous behavior.