Hyatt Place Columbus / Polaris — Hotel in Columbus

LEAD MANAGER IS VERY RUDE

Worst vacation ever! My boyfriend and i booked a 2 night vacation at the Hyatt Place in Polaris for June 18th - 20th, when we booked the hotel, a month prior, we were charged the full cost of our stay, $422, two days later. The day we are checking in my boyfriends bank account shows a pending charge for the exact amount we had already paid when we made the reservation, $422. When checking in we mentioned it to the front desk gentleman, he was extremely nice but had no answers for us and told us he has never seen that before. He then says he does see our charge in their system that was made a month prior when we booked the reservation, and told us if it is still pending by the time we check out mention it again to who ever is working. The morning we are checking out, the pending charge goes through. Now we have been double charged, $844 for a two night stay. When we go to check out we mention it to the front desk lady who was also extremely nice, telling her what has happened. She tells us in their system it only shows the charge that was made that morning but not the one that was made when we booked it a month prior, which was odd because 2 nights before the gentleman had told us he does see the charge that was made the month prior but not the pending charge. She asked us to call our bank to verify if both charges were finalized. She also said if they both were finalized she would be more than happy to refund us our money that had been charge that morning. Our bank tells us yes both charges went through, none was an authorization or pending. We go back to tell her, & she went to get the lead manager to help. The lead manager Heather Bishop comes out instantly very hostile and has an attitude, we aren’t aggressive, angry, nothing. We were calmly explaining to her what has happened and before my boyfriend can even show her the proof of his bank statements she insisted that our bank is lying to us and then goes on to tell us very rudely that she has been in the hotel business since she was 14, & has all these credentials- though we never once questioned her expertise. She continues to yell at us, and i mean YELL telling us that she can’t refund us because there is no other charges in their system. My boyfriend starts to talk loudly because every time we spoke she yelled over us. Basically treating us like we were nothing. After minutes of her yelling at us causing a scene, while we stand there in shock because we cannot believe this woman is speaking to us this way when we were nothing but nice to her and all her staff she tells my boyfriend he needs to leave, my boyfriend stops talking so than i try to explain to her AGAIN, still calmly and nice, that we understand it is not showing up in their system but our bank is telling us it is not an authorization, & it is no longer pending. The money is taken. Which she continued to interrupt me and not care to listen to what i was saying. She than walked away mid- conversation with her and yelled at us saying she is going to call the police if we do not leave. My boyfriend than asked what her name was and who was her higher up and she laughed and said that she is the “higher up”. It’s very unfortunate because the hotel was decent and the staff was extremely nice but not the one who runs the place, Heather Bishop! I feel so bad for her staff who have to deal with such a miserable, rude, & power fueled woman like she is. It’s now been 3 days and the money that she said would magically come back hasn’t. Completely ruined our little vacation. Not because we had an extra $400 taken, but because the person who was running the place we stayed at speaks to her customers the way she spoke to us. We were understanding and not even angry at the situation, just wanted to figure out how we can get our money back. That gets us screamed at and threatened with the police. So if you decide to stay at the Hyatt in Polaris, be prepared to get yelled at in front of others & threatened with the police if you have any inconvenience within staying...

Me and my cousins had booked rooms at the Hyatt for my wedding August 17 because we were all out of state. I booked their rooms from August 16-18 and also booked a banquet room to use for 1 hour. I went to check in on August 16 and realized they had messed up my dad’s booking when I added the 15th for him on a separate reservation. They had put my aunts name and charged her card when they gave me the updated paper. On the 15th we had a traditional party and wore middle eastern clothes. We had no issue with anyone until then but my dad checked in and I wasn’t there on property until the next day. The 16th when I checked in Niko at the front desk didn’t understand that they charged the wrong person and he was the only person at the front desk so I asked if he could bring a manager to come help him so I can explain to them what exactly happened. Heather Bishop then came out and started yelling at me saying that she has heard problems about me from the day before, but I had let her know that I wasn’t even there the night before and this was my first time checking in at the hotel. I let her know that she had charge me the wrong rate because when I had checked on Wednesday and left my card they had let me know. It was gonna be $139.00. So I let her know that the price that I’m being charges wrong that they had charged it under the wrong guest and that they had charged the wrong card for my dad’s room. She then started attacking me saying that she is not giving me a discount and that all my guests booked on their own and not through a room block. I let her know that I understood and that we didn’t book through a room block I booked everyone through Expedia and that I wasn’t even asking for a discount. I told her that I just wanted the price I was told on Wednesday the 15th and that’s all I’m asking for and that I just needed the name on the room change to my name and my card and refund my aunt. She then started to say that all I’m doing is causing so many problems and that if she hears one more word for me or my guess that she’s calling the police and kicking us all out and I told her I’m talking to you with respect can you do the same with me? I’m not raising my voice you can you do the same with me. She then said again one more word from any of you guys and you guys are all getting kicked out. I then said we didn’t do anything to deserve to be spoken that way and that my wedding is tomorrow and that’s how you treat your guests. And she threatened me AGAIN saying she’ll call the police if I keep talking and that she doesn’t want to hear anything from any of us. So I took my paper and keys for the room and I was walking away. She started yelling asking if I needed anything and I told her if I did I’ll call Tim which is who I booked the banquet room for an hour for $492.00. I went up to the room and cried and my sister cried in the lobby. We realized heather bishop treated us this way because my guests were wearing middle eastern clothing and we were being racially discriminated against. As I was walking away she said my wedding was a complete train wreck and I started crying my eyes out. While I was up in the room I realized she didn’t even change anything I asked her and I went back down and there was a different girl at the front that watched it happened and she started apologizing for her GENERAL MANAGERS behavior and fixed it. I then went outside crying and I called Tim and told him the entire situation that happened with me and told him to please call or meet me and reassure me I won’t be kicked out and that I was having anxiety and stressed out. no resolution for the discrimination against me...

My family and myself recently checked in at the Hyatt Place Columbus/Polaris , OH, Friday May 31st to Sunday June 2nd. I did pre check in online. Checked room and beds all clean everything. Cool. Sunday after packing up our things, I pulled back the covers to ants (as pictured) not 1 but maybe 7-10 I lost count. They were very much so still some alive some smashed, obviously from us laying on them. I immediately take pictures and videos too(which I can’t upload here). Then called downstairs using the hotel phone. I spoke with Diane front desk, I wanted to assure her I didn’t want to make a scene at check out downstairs and alarm other guests but simply wanted to express that the hotel beds now had live ants crawling(all beds, couch pull out too). Ate breakfast, still okay. My nephew, he’s 4, did spill a whole bowl of oatmeal in the floor, which I asked (white kitchen woman staff) for paper napkins to clean up with MYSELF, she tells me “they don’t have any more paper towels, there was only 2 half full stacks in the holders). Anyways, after I cleaned it up she did come out with the mop. Went to check out and return key cards. Started talking to checkout person it was Diane. I said I talked to you on the phone room 0311 had ants this morning, showed her pictures and videos. She proceeded to tell me, “No, oh maybe I wrote down the wrong room number. Then said it’s because of snacks in the room from my children. I’ve stayed at hotels before with and without children, I eat and snack in beds at hotels (Hampton Inn, Holiday Inn (Va beachfront) Hyatt Regency, and School House Hotel just to name a few) NEVER had ants or any bugs!!!! I would really appreciate management to contact me regardless just with a simple solution. Definitely some type of compensation maybe a partial refund, some points or free night stay, would greatly appreciate just that. Thank you again for the hospitality, the other staffers such as Nekko and the other night gentleman (bartender) were a pleasantry to our stay. I would stay at the Hyatt again just not this particular property not at all especially if you...