We have now stayed at the Madison three times. The first was soon after it opened several years ago. At that time the service was wonderful. I could not have asked for a better place to stay in Memphis. When we left, we felt we had been treated well. The second stay was a couple of years ago. The service seemed to have gone downhill. The little touches that had made it so special were gone. Then, booked the zoo package for the 13th for my daughter's 9th birthday. The advertisement on the web is copied straight from the website today.
Memphis Zoo Package
04/27/2005 - 12/31/2007
12/31Since the arrival of the Chinese Giant Pandas, the Zoo has become a "must see" attraction to Memphis visitors. This package includes accommodations in our deluxe room, continental breakfast, 2 adult tickets and 2 children tickets along with valet.
We arrived, checked in and went to our room, which was nice, but on the small side. When we returned from the zoo and our evening outings - there was no turndown service. The only thing that was different was two small chocolates that had been tossed on the counter. Pretty frustrating for what is supposed to be such a fine hotel. The next morning we had been charged for valet parking and were told that a continental breakfast did not go with the Zoo package. It is on their website today! When my husband complained they eventually told him that they could arrange it - at this point we were frustrated and just wanted to get out of there. They did remove the valet parking charge from our bill.
We won't be going back to the Madison. The service was not what it should have been for a hotel that advertises as a luxury hotel. The pool was out of order, the rooftop bar was closed for a wedding - so - I would avoid the madison. I have stayed there when the service was absolutely great - and it is nowhere near that now.
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