Columbus Marriott — Hotel in Columbus

We went as a family for a weekend getaway. There is no heating/AC in hallways or elevator so it was stifling until we got into the room. Room was fine, no complaints. We checked out right around noon Sunday. We got about 20 mins away when I discovered my wedding rings weren’t on (I had taken them off while applying lotion and then got busy packing and left on the bathroom counter). I immediately called the hotel and someone in housekeeping said she would go to the room and call me right back. Never called back. I called the hotel after waiting 30 mins and the front desk associate said she would go right up there and look and call me back. I waited and waited- she never called back. So we returned to the hotel- when I approached the desk and explained to the 3 women what happened, one said “oh I took your call. I got busy and forgot. Sorry”. I explained this was $8000 of jewelry and wanted to talk to housekeeping and she said they had left for the day. I asked for a manager, but there was not one there so they gave me a business card for her and said to call the next day. I let them know I was filing a police report while there. Filed a lost jewelry police report online (it was a Sunday and police station was closed). I knew exactly where those rings were and that they were taken by housekeeping. Called the next morning and spoke with Cassandra (front desk manager) who apologized and said she was sending it to HR and they would send me an incident report call me right away to investigate. No call. Called Cassandra 2 days later and she said she would send HR another email. I called HR at the hotel directly and it always went to “this voicemail box is full and can’t accept any messages”. I called HR almost every day for a month with the same recording. City of Columbus police sent me a case number, but they never followed up beyond thar with no hotel report. I had to file a claim with my insurance, but I desperately wanted my rings back. The hotel staff were absolutely horrible in this situation- I’m quite convinced they knew who took it and covered for them. I will NEVER stay at this hotel again and it has tainted my outlook on the brand if this is how they train their employees to run their various locations. Corporate Marriott needs to take a long hard look at what is happening at this location in...

I had many problems while visiting this hotel, but there were a few people who made it better. My reservation included access to the M Club Lounge and they denied me the ability to go in it. I complained at the front desk to manager Joy that my reservation includes the M Club Lounge, and she stated that "M Club lounge was on my reservation in error and I should not have gotten it." Joy was rude, and even told me that she was not sorry and she doesn't care. Instead, she should have accommodated me in some way. Joy herself deserve 0 stars. She was horrible.

THEN I requested a late check out, and the hotel allowed me to check out at 12:30pm. I left my hotel room at about 8:30am to pack my vehicle up with my luggage, run errands, and put the 'DO NOT DISTURB" sign on the outside of my door. The only thing I left in my room was some food in the fridge, that I planned on eating later on. I returned to my hotel room at 12:00pm and the DND sign was gone. I enter my room, and the room is cleaned, and my food was thrown out. At this point, I am in extremely upset between the lack of customer service I received from Joy last night, to the DND sign being removed from my door, to my food being thrown out, when I wasn't supposed to check out until 12:30pm.

I then went downstairs to the front desk and spoke with Teyana. She remained calm and listened to my concerns. Even though I was extremely upset, she did an AMAZING job at diffusing the situation. She ensured me that she would give me a call once she talked to her manager, Cassandra.

Teyana called me back about 30 minutes later, and told me that the hotel is giving me a free meal from the restaurant in the lobby, AND adding extra points to my Bonvoy account. Teyana turned a bad situation into a good one.

I went back to the hotel, and spoke with Cassandra who gave me the best customer service I ever received. She personally walked me to the restaurant, sat me, and brought a waiter over to me to take my order. She even gave me a complimentary drink because of the issues I had with not getting my M Club access. She went above and beyond.

THANK YOU to Teyana, Cassandra, and Rosalynn (who was not mentioned, but she continued to check on me as well). You three ladies...

This is the second time I have had a horrible stay at this location. I always stay at Marriott's whenever travelling on business. I wrote a review for the last time I stayed here (was even worse than my most recent stay) and still decided to give the Columbus Marriott another chance. Checked in under my company and as usual they forgot to provide me with my breakfast voucher. I also asked that they open up the Credit Card I was using for incidentals to charge room service to the room. Got to my room and ordered room service from the hotel restaurant. The room service was delivered as expected and I fell asleep around 9 pm. So far so good. At 9:30(ish) pm the room phone rings and of course its the restaurant downstairs. They were trying to close out my tab from earlier, but couldn't as they said there was no credit card on file (which I did indeed ask earlier for them to open for this specific purchase). Houlihan's (the restaurant) asked me to call the front desk and have them fix the issue and 'open up' the credit card, so they could close the bill. So I did and again the woman at the front desk said the card should be fine for use. Okay, get back to sleep around 10. Phone rings again this time around 10:30. Exact same issue and they again ask me to call the front desk and correct the issue. They also told me to have the front desk call the restaurant and speak with them to figure it out. I really thought this is something that the front desk and restaurant could handle between themselves the first time let alone the second considering the walk from the two can't be more than 20 steps. I was obviously very angry at being woken up twice by the restaurant as I had an early morning and full day of meetings the next day. I told the woman at the front desk that I was now unplugging the phone from the wall. So, wake up, get breakfast, and of course the forgotten breakfast voucher. Get up from my breakfast, stroll to the wonderful front desk, and as usual retrieve the breakfast voucher. I will never stay at this location again. I should have learned my lesson the first time when I had to fix the toilet. I found a nicer Marriott in Phenix City a few miles down the road and will be staying there...