My husband and I married on NYE. I booked a room beginning December 30 to use the space to get ready with my bridesmaids the next day and get settled downtown before the big day. Upon check-in, there were no bellmen available to help me with carrying my bags or my gown to my room and I attempted to carry it myself. Then on the wedding day, I requested housekeeping to come to clean the room after 3:30 to ensure that my bridesmaids and I were out of the room before the cleaning. We ordered champagne and other food during our stay and pretty much made a mess of the room while getting ready. I requested an extra desk chair so that the makeup artist had a place to sit everyone while they were getting their makeup done (the hairstylist was occupying the desk chair already in the room). No chair ever arrived and we rearranged the furniture in the room to make due. My biggest complaint is that upon arriving at our room after our ceremony and reception, the room was not clean. We had no toilet paper, no clean towels, several empty glasses and bottles of champagne and other trash was left in the room. I called the front desk and requested someone to come to the room to remove the food and beverage trays, take out the trash, and bring us towels and toilet paper. The man that arrived was very put out by us and we actually had to assist him in removing the trash and other items (ON OUR WEDDING NIGHT). The employee actually requested if we could wait until the next day to have our requests accommodated. This is completely unacceptable and I will NEVER stay at the Madison again or recommend it to anyone traveling to the Memphis area (I cannot imagine the terrible service we would have received if we actually married at the hotel). Because we married during a holiday weekend, we had to book the room for multiple nights (three nights total) and we paid over $350 a night for our room and we should have paid $50 for the service we received. The third night in the room, we ordered room service and upon receiving the food we found a corner of a $5 bill in one of the water glasses. This was extremely odd and clearly the glass was not clean. Again, something we did not expect when ordering room service and paying over $150 for the meal itself.
I emailed a complaint to the hotel over two weeks ago, and I never received a response. I complained about the above service and pointed out that turn down service should have noticed that the room was never cleaned and had it cleaned at that time, but instead they chose to ignore the room and not provide turn down service. The front desk knew we were getting married and should have accommodated our request or told me if there was going to be an issue with later housekeeping service (which they did not). Other complaints also include that the sheets were dirty and had a blood stain on them that was not noticed until we were leaving (disgusting). The whirlpool tub that we paid extra for did not work in the room. Our overall experience was completely negative and I would never recommend this hotel to anyone.
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