Aloft Columbia Downtown — Hotel in Columbia

Very comfortable - and we love the style and designs of these properties and stay in them any opportunity we get. This location is superb! It is surrounded by many great restaurants. As a general suggestion to Aloft, 2 mobile chairs in each room would be nice.

Our ONLY complaint about this hotel is the parking. Valet ($22) descends upon you at arrival. Front desk simply asks if you are parking on the street or self-parking in their garage ($14). What they DO NOT tell you is that street parking is free and safe from 6PM to 9AM. What they also do NOT tell you is that the elevator in the garage does not reach the ground floor. Not only that, but NEITHER elevator in the garage was working the night we arrived. Aloft parking is on the 3rd floor, so we had to carry our luggage down the 3 1/2 flights of stairs - not normally a big deal, but we were in town for my husband's knee surgery appointment .....

When we told the front desk associate, John, about this situation, he simply stated that the garage was owned by the City and there was nothing the hotel could do about it except call the City and complain. No offer to comp valet service, no offer to comp the garage fee, no "I'm sorry" - just a "What can I do do about that?"

So upon check out, we return our room keys and even commented to the front desk (John again) that we have remembered to turn in both keys - very impressed with ourselves. Just in case the elevators in the garage still weren't working, I (with the good knees) walked up the 1/2 flight of stairs to test the elevator. It was working! I carried the luggage up the 1/2 flight of stairs to the elevator landing and rode up to the 3rd floor. Upon exiting the hotel, we found out that we needed our room key (both turned in) to exit the garage. So, I walk back down the 1/2 flight of stairs and go to the hotel to get back one key. It took a while, but I got one. During the wait, I started thinking about the 1/2 flight of stairs. What good is an elevator to a handicapped person in a wheelchair when there is a 1/2 flight of stairs at the end of the elevator ride? They would drive up to the 3rd floor, take one of the many handicapped spaces adjacent to the elevator, ride down, and end up not being able to get down that last 1/2 flight of stairs. So I asked John at the front desk about that, and he said that handicapped people usually just park on the street. I asked, "So do you warn them about the inability to take the elevator all the way down to the ground?" he said, "Sure.". Interesting. He never said a thing to us about it. I guess because he couldn't see that my husband had damaged knees, he presumed all was well. Never even an apology.

Hospitality. Common...

My stay at the Aloft in Columbia was tremendous. And it all started when I called to ask questions about platinum benefits. I I spoke with Terrelle at the front desk and our conversation convinced me to stay at the Aloft. I was hesitant since there were no suites and that kind of upgrade would not be possible, but he sounded very honest and enthusiastic, so I went with it. When I checked in Terrelle remembered our conversation and recognized me. The next morning, I met my two business associates and we spread out our work, computers and notebooks in the lobby area. Heather was fantastic to us - making us copies, printing documents, stapling papers, and refreshing the water. We were in the lobby four and a half hours and no one seemed to mind. I stayed a second night and when I checked out, Taylor and Zack quickly had someone at my room to help with all 4 of my suitcases and my 27” computer monitor and bring my car around front. My business held me over an extra day in Columbia and I literally got the last available room. I mentioned to the woman at the front desk that I had left my Yeti cup in other room that morning and she said she’d check on it for me. The next morning there was a knock on my door and Tammy with housekeeping handed me my Yeti. I called down to the front desk and talked to Taylor and told him I forgot to request the 500 bonus points instead of breakfast for and he said he’d be happy to give me both and he offered to bring my breakfast up to my room. Chef Al was also exceptional. I had breakfast in the hotel three mornings and dinner at the bar the last night. The two mornings I had breakfast downstairs mornings Chef Al waited about ten or fifteen minutes after I started eating and then came out and asked me how the food was. It was all great food. I also noticed that the night before when I placed my food order at the bar for two tacos the bartender not only put it in the computer, but she also called the front desk and asked them to alert Chef Al that an order was pending. The second day at breakfast I noticed a group of business men meeting in the lobby and they had pulled one of the long tables over to the big screen and were projecting their work onto the screen. I thought it was great that you have the flexibility to do that in your lobby. I also like that you support local artists by displaying their pieces for sale. ...

Beautiful room and location. The staff failed. I traveled with my family, including a 4 month old and 4 year old. When we checked in, we were told we could park in the deck and enter several doors, including the one directly across from the parking garage. We tried to re-enter the hotel at midnight with our room keys & our luggage and the back door was locked. I called the front desk and the attendant said the doors were locked after 10 p.m. after I explained that no one told us that at check-in and I was outside with my family including my 4 month old and 4 year old. She told me we had to walk around to the front with all of our luggage. I asked her to come open the door. She refused and after verifying our reservation said "oh you have checked in already." 🤦🏾Yes I reiterated we are trying to enter with our luggage. She refused to let us in or walk 30 seconds or less to let us in. So we have to walk down a dark street without a side walk (I posted pictures as proof) after midnight to the side door which has a ramp (easier for luggage or people with disabilities) but has a sign that states we have to walk around to the front where there is no ramp and stairs after midnight. After we enter she says you can take the side door. So why is there a sign that says you can't? Think about how much more difficult this would be for people with disabilities to navigate! She also told us no one else complains!

She also refused to give us her name so that we could discuss the issue with Corporate and the GM. She said I am the only one who works at night, they (management) know who I am. There is also no one out front if you Vallet, which is the same price as self parking and no security. She said the location was safe because it's downtown. Then why not allow customers to enter doors with our key and why not tell us at check-in. It is inconvenient and inconsiderate to guests. Beautiful rooms and location but due to staff we will never stay here again and was disappointed at how poorly the staff treated us especially with this being our preferred hotel chain that we stay at frequently 10 stays over the past month. This is no way to...