AC Hotel by Marriott Madison Downtown

My husband and I have been Marriott members for over 20 years and actually own two Marriott timeshares. I think this is the first time I have been disappointed with the treatment by a staff member. I booked a King room (non accessible room) for three nights at the AC Hotel-Madison using 104,000 points. I checked in, got to my room, and it’s an accessible room. I walked back down to speak to the woman who checked me in and indicated to her that I was given an accessible room by mistake because I did not reserve that type of room. She said to me that I booked a general King room which could be any type of room, including accessible, hearing impaired, etc. and that’s the only room available and that they are fully booked. I went on their website to see if I could book a room for that evening/my three nights stay and there were rooms available. She said that the website was wrong and kept repeating that they were sold out and that’s the only room available to me even though that’s not the room I booked. She said that a regular King room means accessible as well. If that is the case, why were there options for me to choose a regular king, accessible or hearing impaired room? And I had chose the regular king room. Perhaps I was using points so they were saving the regular king rooms for the cash paying customers. The woman helping me was slightly curt and uninterested in helping me at all. I would not stay there again and not recommend to my friends or family when they visit their kids at UW. It’s a shame because the location is great and the view from the 10th floor restaurant of the Capitol is phenomenal. One more thing. To the woman’s defense, after my complaining, she did give me a few complimentary breakfast coupons.

After a move from an extremely warm room that the air conditioning couldn’t cool (in October)… we found ourselves in room 816. This room smells as though someone is trying to fend off vampires. Garlic cloves have to hidden in drains or under mattresses. The smell along with all the loud sounds from above or beside makes it impossible to sleep. It looks pretty, but it is gross.

As a titanium member, I received a bottom floor room that faced a wall. Bathroom fixtures were broken. I couldn't turn on the lamps. Front desk didn't seem to invested in customer service. This was my fourth time at the hotel. This is how they treat loyalty.

New hotel with comfortable rooms and amenities. Excellent location with short walking distance to main attractions in town. Public areas are excellent with lots of spots for meetings including a small library on the second floor. Rooms on the 9th floor can get noisy towards the end of the night when the bar is closing.

My Stay at the AC was just fantastic! Great views from my room on the 7th floor great location and the service was amazing. Nat at the front desk was friendly and accommodating on check in. Matt the valet was also quick and efficient to pull up my car and was very helpful with my bags. Recommend the stay for sure!