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The Edgewater


    The Edgewater
 in Madison
    The Edgewater
 in Madison

Reviews

TripAdvisor Traveler Rating:
838 Reviews
Latest TripAdvisor Reviews

  • Beware the "Lakeview Room" ...

    by Ken R on 2018-07-17 08:44 am

    ...because you may not be able to see the Lake. We had a beautiful and well appointed, quiet, comfortable Lakeview King Room at the Edgewater. However we were certain the clerk had assigned us to the wrong category. When inquiring, we were assured that some of the Lakeview Rooms had "partial views." Well, if one positioned oneself just right, with a cheek pressed against the window, one could see a shimmering sliver of Lake Mendota. I later spoke to a manager because I needed someone to tell me with a straight face that our room matched their website's description. She politely explained that they were "working on improving that description," and that next time we would get a better room. I doubt there will be a next time.

  • Horrible experience for the first time staying there!!

    by lriggs66 on 2018-07-17 05:47 am

    We arrived in Madison early and we were able to get into our room early which was great. We were unable to unpack and enjoy the day in Madison. That all ended when we decided to eat at the hotel restaurant The Statehouse. Shortly after eating my husband ended up sick and about an hour later so did I. We both ate the same thing. We had two meals and appetizers and the total cost was $90 and we only had water with our meal. A little over priced for a chicken dinner and some appetizers, never mind the fact we ended up sick from it. Neither one of us slept well that night for obvious reasons and we checked out the next morning at 8am. Upon checkout we were asked how our stay was and we told them about our experience and it all they said in return is "oh I'm sorry to hear that". I expected a little more concern when it actually involved one of their restaurants. Very disappointing in many ways. We were there for the weekend to celebrate my birthday and our anniversary, needless to say it was a horrible experience and after spending over $500 at their hotel and restaurants it was not worth it. I emailed them when we arrived home and still have not heard from anyone, poor customer service!!

  • Horrible service -- stay away! Madison has much better options.

    by jacksoda2014 on 2018-07-16 07:52 am

    I sent an email to the hotel's general manager, Amy Supple, after returning from our stay to address some significant customer service issues. She responded a few days later to schedule a call - and then she didn't call me at our scheduled time or follow up again!

    After returning from a 3-night stay, I received two emails summarizing my charges and called to speak with the hotel. The front desk manager Alisha told me that the first email about being charged for the room shouldn't be interpreted to mean that I was charged for my room (I prepaid via hotels.com, so I was confused by this). She said that if I looked closely, I would see that it wasn't my credit card number at the bottom, and that this means I wasn't charged (huh?! then why email me that receipt?!). She said I'd see this if I looked at my credit card receipt. Concerning my incidentals charges (I was surprised by resort + parking fees which I wasn't aware of), she immediately became argumentative. She asked if I signed anything at check-in wherein I agreed to pay resort and parking fees.

    She asked if I signed anything at check-in wherein I agreed to pay resort and parking fees. I drew a blank and then said that I signed something relating to my husband's medical dog, so perhaps the check-in woman was distracted by that. Alisha said that while we were talking, she'd pulled out the form I signed and that ah-hah! I had signed and agreed to pay these charges! I told her that I thought I was signing something relating to the dog, because the woman who checked me in seemed flustered about the dog and needed to speak with her manager about whether she should collect the documentation of the dog's working capacity. When she returned, she had presented me with this paper to sign, as is common when we travel with my husband's dog, and she proceeded to ask me about the breed of dog. I assumed I was signing the common liability waivers relating to the dog and didn't read the form. My husband was standing next to me and also can't remember any mention of resort or parking fees and also assumed that's what I'd signed. I calmly told Alisha that, as I'm sure she can understand, a verbal discussion of these charges would be helpful so that I don't feel blindsided by them at check-out, especially when the room is prepaid and there wasn't an indication that I'd be charged them. I'm not disputing that I indeed signed the form that she located, nor am I being deceitful about what I do or don't recall. It was her accusatory attitude that was so upsetting.

    Alisha told me that the fees are clearly stated on the hotel's website, which I should've viewed before my stay to learn what I'd be charged. She said I was also told about them at check-in, and she had my signed form to prove it (because that's great customer service -- argue with the customer and then tell them you have evidence to prove they're wrong!). She said she was 100% sure that hotels.com was accurate too, because the hotel makes 100% certain that all third-party sites are accurate, so she was certain that I had been told of these charges before checking-in.

    I emailed the hotel's general manager, Amy Supple, to share with her our disappointment. I told her that "we both feel disappointed and angry about Alisha's terrible customer service, and it's put a really sour taste in our mouths and clouded this experience. I look forward to your response and your rapid attention to this issue -- including towards Alisha's horrible attitude and ineptitude for a customer service role."

    A few days later, Amy emailed me back and said she wanted to talk with me my phone. We scheduled a call, and then SHE DIDN'T CALL ME! Or follow-up again! Gosh. I'm done with this hotel -- it's mismanaged and not well run. Stay away.

  • Lakefront Hotel

    by Randy G on 2018-07-15 01:14 pm

    Room was excellent, outstanding view over the lake. Food at the State Room was very good for breakfast and food at the Sky Bar for a rehearsal dinner was spot on. Drinks in the Wine Room were very nice.

    The service at the State Room was spotty, there were gaps in time when the wait staff checked in on us when we could have used another cup of tea/coffee, some milk, etc. Other times the staff was there to pour more coffee right after a full cup.

    The cafe was very good and we enjoyed our drink in Augie's Tavern, good service there.

    We found the parking garage and then finding the lobby a bit confusing upon arrival. More signage would have helped. It was very handy to have the ability to come and go from the garage using the room key after check in, good feature.

    We did not get a chance to review our bill at check out, just an offer to send the receipt via email or print it out. Looking back we would have preferred it to be reviewed with us before finalizing and departing.

    Gym had what we needed but we were surprised that free weights and exercise equipment were in separate rooms, I might consolidate everything into the master exercise room.

    We would stay here again if in Madison.

    Owner Response
    Dear Randy G,

    Thank you for your feedback. We are so pleased to hear you enjoyed your room and meals during your stay at The Edgewater. Your comments are very helpful and will be addressed with our management and staff immediately so we may continue to improve our offerings for all guests. We look forward to welcoming you again when you next return to Madison.

    All Our Best,
    Amy Supple, COO
    The Edgewater Team

    asupinmadison, General Manager at The Edgewater, responded to this review

  • Views

    by dhill2015 on 2018-07-13 01:06 pm

    If you are planning a trip to Madison and want to stay in the "isthmus " then the Edgewater is the place to be. The views are amazing and it is just a really nice place to see and stay. There are many dining options at the hotel, and it is convenient to the capital and other places to eat and visit in Madison.

    Owner Response
    Dear dhill2015,

    Thank you for leaving us your comments. We are so pleased to hear your visit to The Edgewater was enjoyable. We look forward to welcoming you back to Madison soon!

    All Our Best,
    Amy Supple, COO
    The Edgewater Team

    asupinmadison, General Manager at The Edgewater, responded to this review


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