Courtyard by Marriott Columbus West/Hilliard — Hotel in Columbus

UPDATE: Just got a call back. Not from Dawn, from someone else. Apparently Dawn is out with COVID and it took 5 days for someone to let me know. The woman who called me back, Kimberly, was very rude. She told me it was just a miscommunication and we were told incorrectly by whoever set up the block (my sister-in-law). Absolutely not true. She said the block only applied if you booked from 8/1-8/18. The wedding was 8/17, who books a room the day after a wedding? I told her I was straight up lied to and she said she doesn’t know who would’ve lied to me, but said it was probably just a miscommunication. I’m also only getting a refund back of $50 after everything I had to deal with. I will never ever stay at this hotel or another Marriott again. This was the worst customer service I’ve ever experienced and the hotel is absolutely not worth the price. If you’re calling me to apologize and try to fix a situation, you can do better than saying it’s a miscommunication and only giving me $50 back. We were LIED TO, it was not a miscommunication. I called many times, someone could’ve easily told me Dawn was out with COVID. Run far away from this place.

Absolutely do not stay here. I stayed here from 8/16-8/18 for my brother’s wedding. I booked back in January. I called in early August to confirm the reservation and told them I was staying for a wedding. I asked what the discounted rate would be and was told they didn’t know because they weren’t salespeople but that the rate would apply to me and they put me under the wedding block. Jump to check in, they couldn’t figure out how to change my rate but ASSURED ME it would be correct. They also took a card and said they were just charging me for incidentals. Nope, my card was charged $470. Then I go to check out, the rate still isn’t fixed and they can’t figure it out. I’m given the card for the general manager and was told they would put a note on her desk and I would be getting a call from her. Monday, nothing. No call at all. So I call up the hotel Monday night and was greeted with a woman who would barely let me get a word in. After about 5 minutes of explaining the issue and trying to be transferred to Dawn the general manager, I’m told by this woman the wedding block discount only applied if I booked from 8/1-8/17. Who books a hotel the day of a wedding? Also, this is NOT what my brother was told when setting up the block (which btw took 3 phone calls to even get set up because the woman didn’t speak English well). My brother was told the discount applied if you BOOKED YOUR ROOM BY 8/1 AT THE LATEST. Finally I got transferred to Dawn. Oh wait, just her voicemail. I left a voicemail, never heard back. Called again Wednesday, still haven’t heard back. I’m extremely angry because I’ve been lied to by multiple people at this hotel, have been assured Dawn would call me and get me a refund which hasn’t happened, and I feel that I’m just being ignored until I let it go. I’m going to call every day because I deserve my money back. No one wants to deal with this when they’re staying for a wedding. And $470 for 2 nights is insane. The location is awful, our tub didn’t drain, the “heated pool” was FREEZING and when we asked about it we were told this has happened before but no one was there to fix it. Oh, they also gave my brother’s room to someone else staying for the wedding because they got confused. All I wanted was a call from the manager like I was promised. I’m resorting to having to write this review because it’s the only thing that will get their attention. Do not stay here. Take your hard earned money literally...

Where to start? This hotel gets one star only because the front desk personnel were so kind and hospitable. They worked hard to get us adjoining rooms and were great upon check in. I am dumbfounded how these people can keep such a positive attitude while working in a dump. The rest of the hotel gets 0 stars! Every Marriott brand hotel we have stayed at the past two years have been dirty, broken down and nasty. No idea what is going on with Marriotts these days, but I am done with them. (Used to expect and receive quality and cleanliness for my money with Marriott). This hotel was dirty everywhere. Common areas had black sticky stuff the entire length of the floors that has clearly been there for quite some time. The carpeted areas in the hallways on all three floors and the lobby and common areas were covered in debris. Almost every piece of furniture in the common areas was torn, worn out, dirty, etc. I have honestly never seen hotel lobby furniture in such disrepair. Nasty stuff on the walls down the hallways and in the rooms. We had two rooms and they were both NASTY! Both smelled like cigarette smoke, although one was much stronger than the other. There was an air freshener sitting out that was being used to cover the smoke smell. It only made the stench worse. One of the AC units let out a terrible squeal every time it would cycle off. Awesome when you want to sleep! One of the bathrooms had a short in the light, so only the light over the shower worked. Not cool when you need light to do hair and makeup. There was solid nasty stuff all over the bathroom wall. How in the world did housekeeping miss this? We went looking for an ice machine and one of the floors had broken glass pieces down the hall and on the stairs. Then we saw a shattered hallway window. It is a double pane window and the outside pane was still intact, but the inside pane still had all of the jagged glass there. It would be very easy for a child to reach up and grab. (The bulk of the broken glass on the floor had been cleaned up, so clearly the hotel was aware of this window situation. This is a lawsuit waiting to happen). The swimming pool… I am throwing in my mouth thinking about it. Very cloudy water. Nasty hair balls all over the deck. It is like they cleaned out the hair filter and just threw all of the hairballs on the deck. They were sitting there all the way around the perimeter of the pool. Also, lots of hairballs on the bottom of the pool. My kids were so excited to swim. They walked in, tried to dodge stepping on all of the hairballs, looked into the pool and saw more hairballs, And lost their desire to swim. Seriously… never have I seen a more nasty hotel pool. 🤮 Outside back door is broken so it is propped open with no need for anyone to use the card reader to access the hotel. Not a big deal if you care nothing about security. We paid for two rooms for two nights. We packed up after one night to head home. Would rather lose the money than stay here another night. This place...

Rude and unapologetic front desk associate. Anyone staying with a family should reconsider!! I have never been treated so poorly by hotel staff. At 3am the room next to ours erupts with obvious belligerent and disorderly guests waking up our 9month old. After trying to get him back to sleep for 15 minutes and non-stop yelling coming from next door we called the front desk to report the noise complaint. Jasmine answered and appeared to be friendly, she said she would take care of it. You can then hear the phone ring next door and the women in the room begin to cuss and pound on the wall saying they want to fight. We call back downstairs and are jasmine hangs up on us. A couple minutes later she calls back saying that we are now being called on for the noise complaint and that she’s going to call the police! When we agreed that she needed to call the police because we have 3 kids under 5 in the room and that it’s out of control she tells us we just need to leave and hangs up again. I had to call back on my cell phone to get her to answer. The entire time the room next door is still going at it yelling at one of the other females in the room that we they should take their “friend” to the hospital because she wasn’t breathing. Telling jasmine this again she said there is no security on site and that our only option was to leave. Trying to explain that for the safety of our 3 children I was not going to leave my room and that someone was apparently having an overdose in the room next door I would call the police myself. She hung up on me again and then you can hear the phone ring next door again they answer and all quickly leave the room I’m sure I’m fear of getting arrested for whatever they were doing next door. This all took place for over an hour with no response other than that we needed to leave and that we were obviously causing an issue when we had been asleep in our room for several hours. Going to the front desk the next morning jasmine continues to be extremely rude and snarky. I average 3-4 nights per month in a Marriott chain hotel and I have never been treated so poorly. Families And guests beware if you’re staying at this location they are not concerned about your safety or experience. Worst hotel experience of anywhere in...