Homewood Suites by Hilton Columbus/Airport — Hotel in Columbus

Worst hotel experience ever. I’ll never stay in this location again or with Hilton. This was my first Hilton experience! I expected more. At first the manager Shawn (or Sean, I didn’t pay attention to how it was spelled. Forgive me if I am wrong) was really pleasant. He had a great personality and was high energy. Upon booking he accidentally charged my card for full price after he had seen that we already paid on Booking. He told me to pull out my card and did not seem worried we would be charged. The next morning (we checked in Wednesday at 3pm) my husband had noticed the full amount was pending to be taken out of our bank account. We stayed at this hotel for work related reasons. Not for fun. The manager was not at the hotel the hours we needed him. The other staff members could not resolve or help with the issue. Two were sympathetic but could not help. Kayla was one of them. One was just downright rude. While asking for assistance one morning another customer in front of us had the same issue we did. We tried calling Homewood Suites main customer service line (not the hotel we were staying at because we knew that would not be helpful) and the person responding had said that Booking should not have charged us and that Booking had to refund us. We called Booking and they opened an investigation. Actually, while calling Homewood Suites customer service and Booking I ended up falling out of my chair because I was so upset and not paying attention. I was just focused on somehow trying to get the almost $500 back. That was embarrassing for me. We headed to the work event and one of the staff members, Kayla had called back saying that they canceled the pending transaction. We knew we had to come back because there was conflicting issues. The customer service said it was Bookings fault, and the hotel was now saying that they canceled their transaction from Wednesday. We had to break away from work to come back to resolve this issue while Shawn was there. We wanted proof because Homewood Suites kept conflicting with each other and Booking wanted documentation, and so did we to confirm the transaction had been stopped. We did not get confirmation. We were told again that the transaction had been stopped and would not go through. Shawn was very curt and annoyed with us. He wasn’t his bubbly lively self. He was very defensive. I called my bank and they confirmed that the transaction would fall off if they declined it. However, with a code from US Bank we could get the money back the same day. The hotel never mentioned that. I’m not sure if they just weren’t aware of that possibility or if they just did not care. That would have helped if we didn’t have to go back to the work event. When we got back the manager would have been gone. So we had to wait for the transaction to fall off of our account. We got help on a Friday. The money had been gone from our account for two days at this point because no one could help us. So by the time Shawn fixed it on Friday it takes 2-3 business days to adjust. The weekend does not count as business days. We had just paid rent for our apartment. So we are without almost $500 until Tuesday/Wednesday. That’s 7-8 days!!! We weren’t left with much out of our account to survive on. There were no apologies. No accommodations. Nothing. They never owned responsibility for charging us again. Thank God for our savings! Although the more we pull out the less interest that is made, but we had to. Wanna know why? Because upon checkout on Saturday our bank account was $-113!!! The main manager was there the day of checkout so we tried getting help for her. She said she could use the code to get funds in probably by Monday but she decided not to do that. She was nice but did not accept responsibility and did not care our account was in the negatives. Besides some dusting, sticky carpet, things falling apart in the room and the pool water being murky and freezing cold it was a decent hotel. They had a whole kitchen in the room provided. I love that part about the hotel. We did not need this...

So I waited a week after my stay in this hotel in order for my review to be as objective as possible. I'll start off by saying that I'm a Hilton honors member and have been very disappointed with the last two Hilton properties that I have stayed in. As far as this location goes, there's just not much positive to say. First and foremost, I drove to Columbus with my family for my daughter's 5th birthday so I wanted it to be special. I reserved a suite with a fireplace, but when we arrived we were told that there were none available. This could have been communicated to me ahead of time.

However, we stayed with the next best available suite. When we got to our room we did the typical inspection of the room, I noticed hair and what I thought was dirt in the bath tub so after we dropped off our bags heading out to dinner, I asked the front desk attendant to send housekeeping to clean it. When we returned, we found that what I thought was dirt was actually something else, and was not coming up with any cleaning.

That evening we went to the pool and turned the heat on while we were out, so it wouldn't be cold when we got back. It worked fine and the room was toasty until it was time for bed and for whatever reason, the heat was blowing cold no matter what you set the thermostat to. When we called the desk, the only solution they offered was to move us to a room with a single bed. This was not acceptable. It was close to midnight at this point with two young sleeping kids. However, coincidentally, as soon as we hung up with the front desk, the heat came back on and worked fine for the remainder of the stay.

The next morning, we were planning to shower and get dressed for the day but we used our supply of towels after the pool so I went to the front desk and asked for more towels, I was told there were no more fresh towels in the entire hotel. How is this possible? I understand that places are under staffed due to COVID, but at some point, the essentials that are needed to keep your guests happy, need to be addressed before they run out. It doesn't matter who does it, just get it done.

Finally, since the complimentary breakfast was not too filling, I had leftover food from dinner the night before that I wanted to reheat, but wouldn't you know, the microwave in our room was not working. I had to leave the suite and reheat our food in the main dining area.

This stay was entirely unacceptable to say the least. I have given Hilton properties several chances to show me why I'm a member of their rewards program and they continue to fail with each opportunity. At this point I don't trust that I will ever have a completely satisfying stay with a Hilton hotel and I suggest that if you're planning a trip, consider a...

I travel quite often for work and have been in a lot of hilton hotels, and this is by far one of the worst experiences i’ve had. I still have 2 more nights to do and I cant wait to get out of this hotel. When I first got here the first room I was in, the toilet wasnt working and there were dirty streaks all across the dishwasher and fridge as if someone was just cleaning the place with a dirty rag. The housekeeping doesnt clean efficiently, in that same room, i opened a drawer and there was chewed up gum wrapped in a wrapper just sitting in the drawer. I got switched rooms, only to get a room with the doors all looking weird with some of the paint taken off of them, and a random toothbrush sitting in the kitchen drawer and those same nasty dirty streaks across the dishwasher and fridge. We are in a big heat wave right now 90+ degrees, and our room has been stuck at 72 degrees going up one degree each day. I complained about how the AC is running but isnt cooling the room AT ALL. They blamed the heat wave and that they are experiencing issues with the AC, however, their hallways feel 20 degrees cooler. She told me she would send maintenance up to look at it but probably couldnt do anything about it, making my nights almost sleepless for work. I didnt get any offer for a form of reimbursement or points for any of the inconveniences. Ive only talked to one girl about all of these issues, a younger girl with blonde hair, i believe her name might be Emery, im not sure, because she wasnt really welcoming when I checked in either. She gave us our hotel room keys and didnt even explain any of the details about the hotel, didnt make us aware of the social going on, where the ice machine and elevator was, or even when breakfast hours were. This is one of the worst experiences and I have this hotel booked again for work next week which im hoping to cancel and find another one because that is how bad it is. Update: I ended up checking out early and relocating to another Hilton Hotel. Sean the supervisor handled my problems he gave me reimbursement with points which was great, but with most of the problems we had, he didnt agree with. He said the streaks were from labels which in my photo clearly they are not. Also he said I would have the same issue with air conditioning in almost every hotel, and that most hotels are set to be 20 degrees colder than outside, which is also not true. Had a bit of an attitude towards the end of my rant. The other Hilton Hotel (Home2) I booked with, is so much better and colder! Dont waste your money or your corporates money...