Best Western West Towne Suites

The property is very nice. We booked last minute for family of four. We reached quite late in night, the room was well made, as also the breakfast next day was very nice. Overall very good property.

We had a terrible experience with staff. When we arrived in our room on an evening my kids were jumping and running around. Then we received a call from the lady at the front desk that the people downstairs complain about my kids jumping upstairs (I have no issue telling my kids to stop), but the worse part was when the front desk lady threatened that this is a warning and if it happens 2 more times then they will "take action," that is, they will kick us out. We wish we were just told to not let our kids jump or run, that should have been enough, but we were also given a threat, which I do not tolerate. Kids are excited for once, so it is natural for them to jump and ru, and we understand that the people downstairs may be frustrated too, but threatening customers to kick them out of a hotel is NOT OKAY. I asked the same lady if there is a way we could switch room because I took the threat seriously. She said the hotel is all booked so there is no room. When I talked with her on the phone around 9pm (about 2 hours after our arrival) she added, "your kids could be in bed by now anyway." We thought it was very rude. We will report this incident to higher management because this kind of customer service is unacceptable. We did not feel welcome there, and I thought it was a kid-friendly place, but apparently not. The positive side was the breakfast was good. Parking was great and there were good restaurants and shops around. The beds we not very comfortable though.

people above me had children running and jumpint till nearly 1 AM. I called the desk twice. I had medical testing early Monday morning. I'm just exhausted. I won't be back to this location.

This was a good place to stay while visiting family. The breakfast setup was different than the other hotels that are close by.. Instead of having the warm food buffet style you got a coupon for each day and could order one of three breakfasts. While the food was hot and well made you were limited in the quantifies. There was plenty for me. I will stay at this hotel again.

We were given the wrong room I originally booked; when we requested a change (a suite for our two young children), our room reeked of cigarette smoke. The room felt drab and the mattresses were worn and uncomfortable. The staff was kind and helpful, and the exercise room was lovely. But the condition of our room was a major downer for our two-night stay.

Hotel is somewhat dated. Made to order breakfasts were decent. Confusion about paying onsite. I reserved with one credit card, but they were unable or unwilling to charge a different card I prefer to use. Also, couldn't split the bill for the second room I reserved for my daughter's family.

I would like to start by saying that me, my partner & the kids enjoyed our stay here :) There was a big enough tub in the bathroom for bubble baths (made up for the pool) and lots of restaurants/stores near by. Nothing too negative, we had a rough start with the staff at the front desk (A.M) but we only encountered her once. Fireplace and tv was off in the lobby :( & we had some trouble with the far left corner door not opening with key (when facing hotel). The pillows were a little worn out but nothing major!!! Other than that I would definitely stay again! Overall nice stay and location.

The room was one of the most spacious of similar category hotels. We had a double queen suite for a family of 3. The prepared breakfast was a nice touch; so rare after the COVID landed on us. But, the service was awfully slow; sometimes more than 30 mins to get some eggs! 😯 One of the front office staff seemed to have forgotten how to smile! It does not cost any (others were great). Between stays they did not clean room, even when we informed front office at 10:30 AM. They said they would try since the request needed to be made by 9 AM. I suggested to change the towels; that was the least they should have done. ☹️ Overall a great hotel, will stay again.

At first the front desk could not find my booking, but then all was ok. He was polite and I liked my bigger room very much. I usually stay with family, but I was in Madison for a high school reunion and decided to stay where my friends were. I would stay there again.

We had a great stay at this hotel. The staff was friendly and very helpful. The room was super clean and spacious. The surrounding area had a lot of shopping/dining options and felt safe for our family. I highly recommend this hotel if you ever stay in Madison, WI.