Hilton Garden Inn Madison West/Middleton

Nice room, but rude Manager

The room was very clean and bedding was nice. We requested a quiet room and that is what we got. Despite several events at the hotel, it was not noisy or busy. We were pleased with the room we were given. We liked the Keurig coffee maker. We did not eat at the hotel. (Breakfast was not included - $10.95/person brunch buffet.)

I prepaid for this room through Kayak. Before I arrived I saw the charge on my credit card statement. When I checked out, I was charged a second time for the room. When I inquired with the desk clerk about this, he said I hadn't actually been charged yet, but that the charges were pending. After I left, I checked my credit card statement and I had indeed been charged for the room before our arrival. I called the hotel and was told that there was no manager on duty and I would need to call back the next day. I called the following morning and spoke with the General Manager. He was rude and sounded annoyed, but said that he would remove the second charge. I asked why the second charge was almost $20 cheaper than the first charge and he said that if I had booked directly with the hotel and not with Kayak, I would have received the cheaper charge. This was not true, as I checked both rates before booking with Kayak. Instead of apologizing for overcharging me, the Manager was rude. Is this how hotel staff treat Kayak customers?