The hotel is impressive from the moment one walks enters the lobby. Unfortunately all the charm is very quickly snapped away upon check in. The Check in staff have extreme attitude! We were informed that they had checked us into a king bed room. When we enquired if that had two separate beds as stated on our prepaid voucher, the front desk girl snapped that they did not have rooms with twin beds. How odd??? A hotel without twin beds?? No, she did not say that they did not have any available. We pointed out that we were female friends (not partners) travelling the USA together and really did not fancy having to share a bed. Why should we? We had booked a twin bed room as clearly stated on our prepaid voucher! She didn't raise her eyes at all, assuring us she would send up a roll away.....snappily typing away at the keyboard all the time. While this was not totally satisfactory, we accepted her explanation that there were no twin bed rooms and with some hesitation accepted that she would organise a rollaway. We were also keen to see the sights of this beautiful city, so we quickly went up to the allocated room (after being graciously shown around by a bell hop), unpacked and set out to catch some of what Washington DC had to offer. Imagine our dismay upon returning late in the evening to find no rollaway!!! A phone message left at front desk asking about the rollaway was ignored, so we showered and went down to the front desk in person. Another staff member was at the desk and told us there were no rollaways available at this stage and also confirmed that they did have twin bed rooms since they were all prebooked! Well our voucher, booked in November 2011 for accommodation in July 2012 stated we had prebooked a twin room too!!! We were told that they look after direct bookings with the hotel before any other wholesale bookings through our travel agents!! We persisted with our demands of either a twin or roll away. He threw his arms up in despair and relented. Voila!!!!.......Suddenly he found us a twin bed room that was available.!! Go figure!!! We had to pack up quickly and shift rooms ourselves.
We were given a most satisfactory room with twin beds....beautifully renovated and very clean. We unpacked and began our great time in Washington DC.
Had we been given the appropriate room in the first place the rating would have been perfect as the dining and all other experiences in this hotel and surrounds were truly magnificent.
Book directly with the hotel rather than through another travel wholesaler to receive preferentail t...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 July 2012
We greatly apologize for the difficulties you experienced upon check-in. The Madison does offer Double Queen Luxury & Deluxe rooms and we accommodate...
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC