Home2 Suites by Hilton Columbus Airport East Broad — Attraction in Columbus

On our last night of our stay we began pack up and my son noticed a condom on the floor next to the bed (the bed close to the wall with the AC). He says momma is that what I think it is? I said OMG, yes son. We were all immediately disgusted and we thought how could we miss that? We of course checked for clean sheets and towels upon arrival but didn’t check beside the beds. I went to the lobby asked for a manager. The lady told me none was on site and asked how can she help me. I told her what I found and she says how did you miss that and this is your last night of your stay? My question was how did your staff miss it? Our room couldn’t have been cleaned prior to our arrival. You can’t tell me it was. I said how can we fix this? She said I can move you to one of the two rooms we have left. A king bed with a sleeper sofa. We had booked Queen double beds. I was like no, my son is not sleeping on the pull out sofa. Why not the same type of room we booked? Don’t believe all rooms were fully booked. I said just have the staff clean my room and provide me full compensation. She said the manager will be on duty in the morning and he’ll provide you full compensation at check out. She said she’ll go and get the condom and bring us clean sheets. I didn’t have peace about what they felt was good customer service. We checked out and there was a different person at the counter, I reminded him about my refund. He said the manager will be in at 0700 (we checked d out at 0600) and he’ll email you your receipt with your full refund. I called at 0920 as we didn’t receive the email. I spoke to Adam (who I assume is the manager). He said I can only compensate you for 1 night. I said that is NOT what I was informed by two of your staff members. How do you equate us sleeping with a used condom in the room for days and give 1 day of a refund? How does that equate? He said his staff are humans and make mistakes and that’s all I can do for you. I said that’s not good enough. He said that’s all I can do for you again and hung up. I knew I’d have an issue with the manager in the morning because I just knew the two staff members were lying to me saying I’d get a full refund. The only told me that to get me out their face and make the situation go away. Not only was this disgusting, it was disturbing and unsanitary. I was not a peace about how they handled it. We spent over $800.00 and got treated poorly. We pay so much now for things and receive such poor service. I will be back to Columbus but will NEVER EVER stay there again. I guess it’s our fault we didn’t check the entire room from top to bottom. That’s something the staff should have done. It not like a shirt or hair spray that was left behind but a used condom. I am so disturbed about this. This could’ve be...

If I could look for another hotel during our stay, I would, but I gave up just because I had already paid for this stay and did not want to squeeze my family. I can tell that this has been so far our worst stay in a Hilton hotel and I will never recommend this place for a couple of reasons: 1-Lack of professionalism and due care: The front desk simply ignored my Wi-Fi issue and never followed up with us to ensure clearance. They had put me in contact with AT&T to explain the issue and nobody called me back with any updates. They just considered that this issue was not worth spending their energy on. So my three kids spent the whole time with no way to use their tablets due to the connection problem. The trash bin in our room kitchen was full of garbage when we checked in and the bathroom was smelling like a cockroach sanctum. 2-Lack of respect: I have never encountered such disrespectful behavior from the front desk at Hilton before. The agent on duty during the night shift on Thanksgiving 2024 was particularly rude. I stopped interacting with him to avoid the risk of fighting. At the check-out this morning, no one dared to ask whether our stay was good or bad, which is a usual question, but I guess they already had the answer. I would have let this pass if the front desk had shown some responsibility and respect. Instead, they decided to ignore us, didn't even try to check the Wi-Fi problem in the room and didn't offer to change rooms. In their opinion, our phones and kids' tablets were the problem. Overall, my family (wife + 3 kids) and were supposed to enjoy our time but it ended up...

Had the worst experience at this hotel. If you have kids don’t even think about staying in this hotel. We checked in the hotel and were planning to stay 5 nights. At the time of check-in no one mentioned that you have to schedule for the light cleaning everyday. It is not mentioned in the hotel room too. On the second day we came back in the evening to see that no one changed the trash or changed the towels in our room. We had two kids and one being an infant so we needed the room to be cleaned (at least the trash). We called the front desk and the answer we got is you can come to the front desk and get the trash bags and towels. You can change them on your own. We were really surprised to hear this as we have never heard that the hotel wants you to clean your own room. We called the company through which we booked the hotel and they tried calling the hotel manager to cancel our reservation. However, the hotel manager was so adamant that he still charged us for the second day and only refunded the money for two days. We checked out of the hotel at 6.00pm in the evening and we still payed the rent for that night. When we complained to the manager before checking out from the hotel he said this is what we do in all Hilton home 2 suites. This is a common procedure throughout all the hotels.Did not even apologize once for their bad customer service. So we payed for one night that we did not even stay in the hotel even though we checked out at 6.00pm because of their horrible customer service. Most horrible customer service experience ever!!! Very disappointed and...