Boutique Hotel Madison

False Advertising, Bait-and-Switch, and Unresolved Refund — Do Not Book


I booked and paid for a Deluxe Suite (2 bedrooms) at Boutique Hotel Madison expecting two king beds, an outdoor balcony/patio, and an in-room washing machine as advertised. On arrival after an international flight my family was placed in a one‑bedroom suite that exactly matched the one‑bedroom listing photos and lacked every advertised amenity. The hotel initially offered drink vouchers, then claimed the reserved two‑bedroom was unavailable due to maintenance. I checked out the next morning (01 Oct 2025), and the manager refused to provide a folio or receipt documenting my checkout.

I rebooked at The Westin Zagreb for the remainder of my trip at my own expense. Expedia offered a 7‑day hotel voucher, then a travel credit; I declined both and requested a full refund for false advertising and misrepresentation. Expedia discouraged me from filing a fraud report and has not provided a satisfactory resolution.

This was a bait‑and‑switch, plain and simple. Photos and descriptions on the listing are misleading; management refused to make it right or document their own failure; Expedia’s proposed remedies were inadequate and the escalation process has failed to produce a refund. If you value accurate listings, honest service, and reliable customer support, avoid this property and be prepared to escalate aggressively with Expedia and your card issuer if you are misled.

Madison hotel is close to train station and staff is friendly

Well we were only there for one night, and really only half a night. The staff was helpful, pleasant, and offered all the tips and tricks for our very short stay. The property was quiet and nice! We regretted not staying there for longer at the beginning of our trip. The suite we stayed in would have been perfect for a small family staying in Zagreb for several days. Didn’t get perfect 5 stars on condition only because I was so excited to see a bathtub, but the bathtub faucet didn’t work. Other than that perfect stay.

Pros : one lady at the reception was extremely nice . We are done here with pros
Cons: bathroom corners full of mold , rust, sink didn’t work; I arrived in the room at 10;00PM where the sheets were not changed
This place couldn’t cost even the third of what they make you pay .

Breakfast is good!

Quiet and restful. Helpful staff. Comfortable bed. Near Access to my interests. Thank you.

Loved Madison’s Boutique Hotel! We were very comfortable and breakfast is a bonus. Would highly recommend.

The hotel staff are very communicative and helpful especially with securing parking. The hotel is located close to two hospitals so there can be traffic. I'd highly recommend getting parking if driving a car. The AC worked in all the rooms! The shower does need a more thorough cleaning. No real ventilation so it was moldy. Everything else was clean. The included breakfast was large and diverse. Overall a good experience!

Excellent accommodation, good breakfast, friendly personnel.

Overall 3 stars. We had an OK stay at this hotel apartment b&b. 5 stars for staff who were friendly, nice and helpful. Breakfast was OK. Location was OK. Cleanliness was good. Room was OK. Room rates little over priced. 15 minutes from airport. Not too bad not too good.

Clean, comfortable, and great location

Location was good but simple things like an iron were unavailable

Studio apartment with kitchen is a bit small, but clean. Hotel staff are very friendly, helpful and polite. Breakfast spread was acceptable. Location of hotel is good.

Amazing service, comfortable bed

Did not look like the pictures.

1. Room Condition: The room I received was in poor condition. The bathroom was dirty, and overall hygiene standards were unacceptable.
2. Staff Behavior: The hotel staff was rude and unhelpful during my stay.
3. Reservation Discrepancy: I had initially booked a duplex room, but upon arrival, I was given a single room. Furthermore, the hotel staff informed me that my payment was non-refundable, which contradicted my booking terms.
Proposed Resolution: I kindly request a full refund for the following reasons:
1. The hotel did not meet basic cleanliness standards.
2. The staff’s behavior negatively impacted my experience.
3. The reservation discrepancy caused inconvenience and discomfort.
I understand that policies may vary depending on the property, but I believe my situation warrants an exception. As a loyal customer, I hope you can address this promptly and provide a fair resolution.
Please confirm the refund process and timeline, and I appreciate your understanding in this matter. I look forward to your prompt response.
Thank you for your attention.

Very nice room and staffs are very nice and friendly

Amazing room with a terrace and a great view! Everyone here were super nice! Thanks!

The property was clean and breakfast was good. It's not a hotel but a apartment type

People were pleasant m