Hilton Garden Inn Columbus Airport — Hotel in Columbus

On 9/28/17, we checked into the Hilton Garden Inn to visit my family. I had made the reservation for a 3 night stay at this hotel. On 9/29/17, the first morning while getting ready, my mom noticed that she had what appeared to be insect bites on her body. As I was inspecting the bites on my mother (I am a nurse) , I noticed a bug crawling on the bed by our clothes. My mom managed to smash it ,which left a reddish stain on white linen. When I inspected it, I realized it was a BED BUG. I immediately informed hotel staff who sent maintenance to our room. Once he arrived, he verified that it was a BED BUG. The maintenance man (I do not remember his name) offered us a new room, however I was concerned about infestations so I requested a refund for my reservation. I received a refund and checked out of the hotel immediately. When I asked to speak with the hotel manager, I was told that he was not available until Monday, mind you, this incident occurred on a Friday. I took all of our clothes to a laundromat and dry cleaner near the hotel. At no point was I contacted by the hotel manager. At this point I was less concerned about the bug bites but more about transporting any bed bugs to my sister's house or my house. So, the second day of my visit, I spent mostly at the laundromat, washing clothes that were possibly infested by the hotel bed bugs and searching for another hotel in the area that had rooms available with handicap access. My mother is in a wheelchair. I waited all weekend for a call from hotel management for at the very least an apology that I did not receive. So, on Monday 10/1/17, I contacted the hotel manager on the telephone. When I called the hotel, I spoke to manager Travis Caldwell to request compensation for cost of disinfecting clothes and luggage. I assumed any reputable hotel would at the very least offer to cover the cost of these services. However, Travis Caldwell (hotel manager) said that it was enough that they refunded me the reservation. He stated “the Orkin (exterminator) specialist came to inspect the room and said that the bug was dead for a long time, so I don't think we need to compensate you and besides we have never had this problem". I had to remind him that the bug was not "dead for a long time" because we killed it and that my mother had bites on her body. The entire conversation, it appeared that Travis Caldwell was not willing to accept blame for this incident. Not even when his own staff verified that a bed bug was in our room. Although I appreciate the refund I didn't appreciate the manager subtly tried to tell me that there was no bed bug and made it seem that refunding the reservation was a favor. This is possibly the worst experience that I have ever had in a hotel room. I feel that this incident should of been handled in a different manner. To act as if you are doing your guest a favor by refunding my money for not wanting to stay in a hotel which had bed bugs is completely unprofessional and rude. Needless to say, this will be the last time I will stay it this hotel or any other...

Our original reservation for the night of Thursday, April 1st was at the Hampton Inn & Suites Columbus-Easton. The staff at that hotel was uncooperative, did not have any empathy, and was unkind to a Hilton Honors Gold Member who also is a Team Member. They would not help me in any way they could, as I was having a financial crisis. They showed very poor customer service. My children and I tried to check in at 9:30pm and I asked them to call a manager, they said they would not because he had to be at the hotel at 6am the next morning. I thought my children and I would have to sleep in the car due to the hotel not wanting to take cash as part of the payment for our reservation that I made. My children and I left that hotel, I was kind of upset. We saw a Tru by Hilton, before I made a reservation there, I went inside and the girl at the front desk was very kind and helpful. I asked if they took cash as payment, as I didn't want the same problem as I had before at first hotel. She said, "No." I ask if she knew of any hotels that would take cash as payment. She said, "The Hilton Garden Inn by the airport might. I asked if she could that hotel and make sure, she did and she told me that they would take cash, but I would need a credit card for incidentals. I said, " I could do that." I thanked her very much for the help she gave me. Before leaving the Tru hotel, I called the Hampton Inn Columbus-Easton to cancel our reservation. The NA, said that they already took care of it. After finding a Hilton Garden Inn on the team reservation app, using points, finding directions for it, it was the wrong one. I had to call that hotel, and get the reservation cancelled, they went ahead and cancelled for me with not penalty. By this time I had been driving around for about 4 hours, trying to find the Hilton Garden at the airport. I finally found it, made the reservation, and got us checked in. The gentleman who was working the Night Audit shift, was also one of the managers. He helped me and my children greatly. He had no problem taking cash as part of my payment. When I told him about the Hampton Inn that we were supposed to stay out in Easton, he was a little bit shocked and couldn't believe that they wouldn't help me out. I thanked him for all he had done. If ever back in Columbus near Easton, I will be staying at the Hilton Garden Inn by the airport. We enjoyed our stay there. We did not mind it being at the airport, the airplanes didn't keep us up at night, and we were excited to get to see a few planes take off and land during the morning. I will also consider staying at the Tru by Hilton, where the girl helped us. However, I will never make another reservation for the Hampton Inn Columbus-Easton. They have very poor...

Made reservations at the Hilton Garden Inn, Columbus Ohio Airport checking in Sunday Aug 1, 2021. I purchased the 'Park Stay & Go' package because we were to going to Orlando for the week, and needed to leave our car at the hotel while we were gone. We were scheduled to return late the following Friday night, and secured another reservation for Friday, checking out early Saturday morning (in preparation for an early morning outpatient surgery). Due to rain and lightening in Orlando, our flight was delayed, bringing us in well after midnight. I called HGI to let them know we were still checking in, however I was told that my reservation had been moved to the Hampton Inn. Tired, now frustrated and angry, not to mention anxious about tomorrow mornings surgery, I questioned why my reservation had been moved to a different hotel without my knowledge or approval. I was told that the hotel had blocked off rooms for a function, and needed my room. I reiterated to the clerk that i had not approved the change, that I had a rough flight, was extreamly tired, and had to leave out early in the morning for surgery in which I would also have an hour and a half drive to get there, plus my vehicle was parked at their hotel. The clerk stated that there was nothing that could be done, and that she was told by the General Manager, Camal Suri, to tell me that she was giving me a room rate discount, and a free breakfast. I was not interested in the discount nor the breakfast and asked the clerk to call her manager. She made a point to say, "She's just going to tell you the same thing I just told you." She then put me on hold and called, but the manager would not accommodate me, nor would she speak to me directly. Now livid, I decided that I would get another hotel outside of the Hilton brand. I first drove over to the Hampton Inn to ensure I would not be charged for the night. The Hampton Inn front desk clerk was extremely kind and compassionate regarding my predicament. Ironically, I ran into two other upset guests that had made reservations for the Hilton Garden Inn, but were also moved without their knowledge. Because of this, I will no longer stay at this establishment. Their total disregard for guest loyalty and lack of commitment to professionalism is unacceptable It appears that the financial gain from the block of rooms was more important to the manager than the commitment owed to myself and others - their...