Reviews

Review Details

• Review fromPerry B

  Date: 02/24/2025

  1 star

  Perry B

  Date: 02/24/2025

  My wife had made reservations for my birthday at The Edgewater Hotel in Madison, Wi, on Friday February 21. We arrived and were met by the valet which was pleasant. The problems we experienced were with the front desk staff during check in. They debited my wife’s card and claimed the charge didn’t come through which it clearly was debited from my wife’s account. They had her scan the card twice and it took all her funds out of her account and said they still weren’t seeing payment. They refused to acknowledge what was happening and we had to leave without funds for a place to stay. The 2 men working that evening were extremely rude and harsh to my wife and not empathetic to the situation at all. The next day we confirmed that the funds had been paid by our financial institution and they requested a conference call with The Edgewater Hotel at which time our financial institution verified the transaction and the response from the Manager when the bank requested the funds to be credited was “I am not doing anything to help you” and hung up. Our bank is pursuing them for further action.

  The Edgewater Hotel

  Date: 02/28/2025

  I am sorry that you experienced the glitch with your credit card. We have investigated this issue and found that the gentlemen at the front desk could not see that the transactions had processed. There was a glitch with the operating system. Thus, while it was showing as one thing with your bank, it was showing as something else on our system. Your bank put a hold on your credit card because they were concerned about the charges being fraud. Unfortunately, we could not help to resolve the issue because on our end, the system was not showing the transactions had gone through. By all reports, the front desk personnel did not refuse to assist you, nor did they hang up the phone. To the contrary, front desk personnel got the Department Manager who spoke to your wife and ultimately got on the phone with your bank to attempt to work through the issue with them. While I understand that this was frustrating to you, on our end the system was saying the charges didn't go through. Thus, he could not refund or credit anything on his end. He then stated he needed to escalate the issue to the finance department, which he did, and that they would be in touch on Monday. On Monday, the ****************** spoke with your wife, and they were able to see the transaction in the bank records (which is a separate system from what the front desk sees). The ****************** resolved the original issue with your wife. At that point, your wife requested additional compensation. The situation was escalated to me. I traded voice mails with your wife but have not connected. As follow up, I have addressed the fact that you did not feel well treated with the front desk personnel. Again, we apologize, and don't want any guest to feel this way. We also ran diagnostics on computer system to try to understand why the issue occurred. It has not been an on-going issue. Thank you for bringing this issue to our attention so that we can work to remedy and avoid future similar issues.