Madison Hotel, Memphis

Charged my credit card even though I canceled 72 hours in advance! I was in shock and could basically get nobody to give me the time of day about this. Can't believe they treat their customers this way.

The Hotel's design is beautiful and it is maintained imaculately. Staff are genuinely interested in your comfort. Everyone we came in contact with asked us if they could do anything to make our stay more enjoyable. Grill 83, hotel's restaurant has excellent food and drinks. We thoroughly enjoyed our stay at this boutique and friendly hotel.

My husband and I had made reservations for our wedding night with a King Suitte room on May 3, 2008. We arrive at the hotel and go to our room to find our key doesn't work. After about an hour, we discover someone is IN our room. The woman in the room that should have been ours said that someone said she could have this room. Now, they try to give us the hospitality suite that is attached to the room where the woman was in which both were supposed to be ours. They have to get this woman to move all of her clothes out of the small room for us to stay in, and they say they’ll clean it and make the bed. At this point, we are not interested in staying in a room where the bed pulls out of the wall when we had paid $350 for a King Suite. Now, we are stranded downtown and no cash for a taxi. We end up waiting around, and I luckily lived about 15-20 minutes away, so I call a friend to come get us. It's Memphis in May weekend, so we have an hour in traffic getting home. We arrive home at 3am. We have to hassle in getting our refund straightened out with the hotel. After weeks of back and forth trying to figure out the refund, they gave us a free night's stay, so we decide to try again Valentine's Day 2009. We go, and are able to get in our room this time. Prior to the stay, we have a $404 charge on our credit card that we're told will come off. While we're there, we spend a total of $44 on food and drinks. We also had $25 for valet, which in my opinion should have been covered by the free night's stay after all we had to go through. Two days after we stayed there, I check my credit card, and we have pending charges from the Madison (shows up as "Wall Street Hotel") of $404, still on there, $530, $100, and then the other charges that were valid (food, drink, valet)...so somehow they managed to charge us an extra $1034. We call and they are resistant on admitting any wrong, and say they don't see these charges, and the $404 will still be coming off. It's been a week sitting on there, and now an additional $630. I am honestly so very tired of dealing with this hotel, and while I understand things happen, this has been a consistent frustration in all of our dealing with them.

My husband and I made reservations over the phone with the manager mind you for our stay at th Madison for this past weekend (VALENTINES) and first off they charged my CC up front for the rooms but said it would come off in 3 days. Which is when we would be leaving. Second when we got there everything that had been told to us over the phone and in our confirmation is not what we were being charged. Then since we wanted to pay cash for the room and not put it on a CC they wanted to charge us $200 deposit. So when we asked to speak with the manager on duty, he would not come out and speak with us, but sent the desk clerk back out with a note for what he could do. He was gonna charge us an additional $50 per night deposit...so a total of $300 deposit. It was the biggest bunch of BS that I have ever been given and the unfriendliest people that I have ever met. For a manager to not even come out to talk to you, is just plain rude. We did not stay there, and went to stay at another Hotel, that was down the road and had a wonderful stay there. And ended up having a wonderful trip. I am sending a letter to the hotel and to the Better Business Bureu considering that they are charging me for breaking my reservation. They can try all they want though. It wont go through.

Several of us made reservations at this hotel and was promised things we did not receive. We were promised certain room sizes and locations of each room. When we arrived and checked in we received none of these. We went to the front desk and told them how unhappy we were and they told us we could leave without any charge, granted we were in our rooms less than 5 minutes. A month later on all of our credit cards were the charges from this hotel. When we contacted the hotel they said that they have since fired their manager who was on duty that day and they would charge us for these rooms, rooms we did not stay in! Very dishonest management, don't stay there!

The room was nice, the bed was the best I have ever slept in. The service was great, staff was very friendly and helpful. Valet parking was $20.00 per night. It cost as much as the Peabody with not as much to offer but Hotel was beautiful and my husband and I enjoyed our visit very much.

My husband and I stayed here for a week and absolutely loved this place. The location was great. We enjoyed a little walking in one direction to Beale Street and in another direction to the river. The trolley is just a block away for a convenient alternative. The hotel has a little sitting area in the mezzanine that was a nice place to relax for a bit. My fondest memory was the end of day drink on the hotel rooftop enjoying the river view. Tip: We took the "Memphis Mojo Tour" our first day. Its an old bus that travelled around Memphis and gave us some great ideas on how to enjoy our stay in Memphis.

I have been staying at the Madison since it opened. I have nothing but nice things to say about the experience. The hotel is always spotless. The hotel staff wants nothing more than for you to have a great stay. No request is too odd for them. Everyone that works there is pleasant and smiling. You don't see that very often these days in hotels. Grill 83 the hotel bar and grill has excellent cocktails and food. This hotel is just very well run and its obvious in all areas.

When I arrived at this hotel they had no record of my reservation. Despite having both a confirmation number and all other info, they claimed to have no knowledge of my reservation and said they were completely booked. I ended up at the Residence Inn. Eventually when my travel department continued to follow up the hotel they finally acknowledged that the error had been theirs. Yet rather than contact me with any sort of personal apology, I was sent a gift certificate for a free night in the hotel, with not a note or letter attached. Since I would only ever travel to Memphis on business, this gift certificate is worthless to me, and being treated with the slightest care, courtesy or concern would have been worth a lot more.

We stayed at the Madison twice in the past six months. The rooms were well appointed, the staff very friendly. We experienced exceptional service from the reservations clerk, the from desk, and the hostess in the restaurant. If anything, they are sometimes understaffed. The only problem was a malfunctioning elevator early Saturday morning. A short walk to downtown sights, a nice breakfast included, and employees genuinely interested in your comfort. We will stay at the Madison again.