"This was our second stay at the Madison. We loved this property and may return at some future date. Our experience with staff members were short of the standard set during our first visit. Check in was lengthy. The desk attendant was off eating dinner. The valet parking attendant filling in (unable or trained to help) called him back to the front desk. He hurriedly checked us in and issued 2 key cards; neither worked upon reaching our room. So we returned to the front desk. He was once again recalled from dinner a second time to rectify that key card issue. Also, we booked a dinner reservation the Sunday night preceding our departure Monday. Our appetizer and entrée arrived at virtually the same time. The waitress did apologize, but we wasted our appetizer so as to eat our entrée before it grew cold. A manager never surfaced to address regret for that happening. Lastly, we checked out at about 6 am Monday morning. The desk attendant said "you want your keys?" We learned valet service would begin at 7am. We paid for complete parking assistance.
Superb property, but staff excellence was off the expected mark this time."
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