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| - The hotel itself is lovely, with a room view of the Capitol across the street, and from the 7th floor. However, the staffing has some MAJOR issues.
Having booked with AAA rewards, our room rate was reduced- if we had payed full price, there would have been serious complaints lodged at a corporate level.
Arrival and check in went well.
Lacking a hot tub was inconvenient- however the whirlpool jet bathtub was a nice addition to the room.
All night there was the sound of running water consistently.
The next morning, check out was at noon.
While still in bed at 10 am, a maid ENTERED OUR ROOM. If there was a knock,it was not heard- the room has a seating/desk area that can be closed off from the bedroom and bathroom area. The maid apologized and left, however it is unacceptable that a room that was being checked out of in two hours was entered by morning routine housekeeping...period.
Using their telephone checkout system, we left our room and did not need to stop at the front desk to check out traditionally. Greeted by a line of five groups of guests, waiting (and filling the lobby completely- I might add). One valet was working, and everyone was stuck unable to leave, smashed together in a tiny lobby, with luggage laying everywhere.
After FINALLY getting our vehicle and hitting the road, I realized I left a 19.5 fl. oz. size bottle of expensive shampoo (aprox. half full) in the shower of the room we had just checked out of.
At 8pm that evening I called the hotel- to ask if the bottle had been turned in. And a muffled man answered the phone mumbling so badly I didn't understand if I had called the right number. His response to my explanation was that it was thrown away- let me transfer you to housekeeping and you can leave them a voicemail.
I told him that was unacceptable, and that I have a personal item that got left behind and that I was just told it's getting thrown away.
After going 'round a few more times, I was asked to hold so he could check and "see if a manager is just sitting around to take my call."
I spoke with a manager named Sandy, who was not an observant listener in problem solving. While explaining to her the situation I said I had been told it got thrown away- and I asked her if they just throw things away how do they know that items aren't actually just growing legs and walking away- to which she cut me off and began storming about me accusing her staff members of stealing- etc. etc. etc.
After a few minutes of going off I asked if she was done interrupting me yet- and then explained to her how I was told by the front desk that my item had just been thrown away- and that to a guest who loses something of value- it's slightly suspicious, and does not feel good as a customer who is staying in a NICE hotel in a larger city.
She huffed with me about getting contact information- and was very bothered by the fact that I didn't have a contact number readily available for her.
I received an apology about the man who answered the phone- for the way he handled the situation. But she never once offered any sort of condolence.
I was called back about ten minutes later- and informed that the housekeeping had logged my item and that it was safe.
She asked if I was local and could pick the item up or if I needed it shipped- and after my response of local, she hung up immediately.
Having been born and raised in Madison- I expected MUCH MUCH MORE from the nice hotel on the Capitol Square.
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