Residence Inn by Marriott Columbus Downtown — Hotel in Columbus

This place is a circus of bad service.The terrible service of this place started with the valet dropping my bag into a mud puddle face first. At the check in desk one of the agents refuses to help me even though i am standing there with my arms full and worried about what is now soaking wet in my bag. When the other desk agent gets up to help me and i reported my wet bag at check in she said “that’s too bad” and did absolutely nothing to remedy the situation. My hands are totally full and i am carrying wet items up to my chin but no one offers help or to get a valet. They indicate they give me the room key and wet things are dropping out of my arms as i reach the elevators. A unopened can of soda falls and i just have to leave it for fear of more things falling if i try to pick it up. So i just go upstairs and start to lay my things out so they can dry. While they are drying I go downstairs and get something to eat. Missing ID and credit card are confirmed when I need to pay my bill down the street. Both are missing. So I go back to the front desk and ask the same person who checked me in if they have my credit card and ID. She looks around and cannot find them. I asked what they were planning to do about my wet suitcase from the valet tipping it over in the mud puddle outside. She calls someone on the desk phone. And hands it over to me. The guy is instantly belligerent. He wants to know why i am calling him on his personal cell phone. I say i did not call you the front desk person did. I indicate the reason i am calling is because i did not get my ID and credit card back at check in and need them to get on a flight. Instead of being helpful, he immediately gets into my face yelling at me that the card was given back to me and that i must be a LIAR because the card was given back to me. I said “play the tape of the front desk” and continues down this Liar discussion and that his co-worker is not a liar. I hang up on him and toss the corded phone back on the counter. I need to talk with the general manager, who of course is not there. I go upstairs to check on my wet things and make the decision to leave this terrible hotel. While my things are drying I call Marriott Platinum service and explain the situation. They are the only ones who express any sympathy with how bad the situation is. My point is so far that my credit card and ID have not been returned to me and that i am at the point of calling the police. She puts me on hold and says the manager is on his way back to the hotel a d advises not to call the police. I thank her and go back to my wet things trying to dry everything so it can be repacked and i can get out of this place. I call another hotel and describe the situation and they remind me that i will still need my ID. Uhgg.. i am trapped here. A person named Mike calls from the front desk and says he is the manager and has reviewed the tapes and that my ID was handed to me. I tell him that I definitely do not have it and will be down to look at the tape. I unpack everything at this point and search every where for my ID and credit card. They are not found. I get out the blow dryer for my clothes and bag to get them dry. I go to use the bathroom before going downstairs and there is a knock and then a forced entry at the front door!! These guys are now trying to break into the room but the slide lock is keeping them from opening the door all the way. I finish in the bathroom and decide i am getting out of this place asap no matter what. I move a table and chair in front of the door so no one else tries to get in while i use the blow dryer to finish drying clothes and packing. I call the valet number and the automated system says my car will be ready in 4 minutes. I pack my laptop and bags up and video tape the hotel room. I left it in perfect condition. I go to the front desk lobby and say that i am leaving. There is a different guy there and he says they had a master key and confirms they tried to get into my room! I leave and bank confirms $160 charge...

We reserved a two bedroom/2 bath room for 3 nights for $927. Pretty typical spring break prices. But we didn’t get $927 worth of a stay. We arrived late at night and honestly went straight to bed. I noticed that the room had a smell to it and was outdated but we were tired and went to bed. I will say our king bed was pretty small and obviously old. The next morning we were headed out the door for an event by 8, so again —just focused on getting ready and out the door. I did notice the holes in the carpet and in the foot of the fridge.|Upon returning to the room around 2:00 pm I had time to really see the room. The odor was still there. I opened the drawers to try and find a spoon and noticed everything was dirty. I found the silverware in a cabinet and the storage for the silverware had food stains and crumbs. The pots, pans and dishes all had food residue on them. I loaded everything I could in the dishwasher before we could use anything.|The TV’s are straight out of the 90’s and we’re not compatible with my son’s system he brought along to play.|Our freezer started making a very loud noise that I couldn’t make stop. I then noticed stains and junk on the floor in front of the fridge.|I went down to the front desk. I was told that all the rooms have holes in the carpets and dinged up fridge doors. That the building is getting a remodel in the future. I nicely explained that the room I’ve been provided is definitely not worth what I paid for it. I was repeatedly asked, “what do you want?” by the receptionist. I want a nice room 🤷🏻‍♀️ I was then offered the ability to check out. It’s now 2:40 pm and we have to leave by 5 for an event . Checking out unfortunately wasn’t really an option. She said she’d let me speak with the GM. The GM comes out and literally just stares at me, I try and show the video of the noise my freezer is making and pictures of my room. I’m again told about upcoming renovations. I nicely explain that doesn’t help me, that I never should’ve been allowed to reserve the room for $927 if everyone on site knew it’s condition and it should be stated on the website that holes in the carpet and dingy outdated rooms are the acceptable norm. The GM said he would take money off of my bill —reduced my stay to $754–still WAAAAAY over priced! And said the maintenance man could fix our freezer after we left for our event. I said I’d like it fixed now because it’s so loud.|In walks the hero of my story! Brian the maintenance man should be the GM! He actually cared! He knocked on the door and said he could hear my freezer from the hallway. He fixed the freezer and was so polite and helpful!|The next morning we called the front desk for our car because valet never texted us their link which we explained each time we got our car but we never got the link. We got to valet and the front desk never told valet we called for our car. I was complaining to my husband and Brian—the hero!- was right there. He asked what was wrong and if he could help. I told him about one of the showers not working right. He asked if he could fix it while we were gone to which we gladly agreed! Upon our return, not only was the shower fixed beautifully, but Brian left us a handwritten note and three bags with water bottles and treats. Brian deserves a raise and yes I did call Marriott and praise Brian!|Breakfast was great! Lots of choices and helpful staff!|Valet was great! (Except our text issue) but they were super friendly, helpful and quick to grab our car!|The hotel bar and bartender...

On January 21st, my family and I were relocated to your hotel by Allstate following an unexpected gas leak at our home. Given Allstate’s promise of being “in good hands,” we expected a welcoming and professional experience during this stressful time. Unfortunately, our experience fell far short of that expectation.|Upon arrival, we were greeted by John, one of the hotel managers, who was polite and professional. During the check-in process, Brad, another manager, joined us at the front desk. |When I inquired about a wheelchair for my child, who had a prior injury and would need assistance during our three-night stay, Brad responded curtly, stating, “I’ll have to check our basement.” While I nodded in agreement, this response lacked the empathy or immediacy we expected|Additionally, as first-time visitors to your hotel, we were unfamiliar with the layout. As the check-in process continued, my family and I were left feeling unsupported. We were uncertain about the direction to the elevators, as John and Brad remained silent and did not offer guidance. It was only when we observed another family exiting the elevators that we were able to locate them ourselves. I found this lack of assistance shocking and remarked, “Where is your hotel etiquette? Guests deserve proper direction. |Instead of addressing this constructively, Brad dismissively replied, “I did not check you in.”|We were assigned rooms on the 13th and 15th floors, but only one elevator was operational for the entire duration of our stay. With hundreds of guests sharing one working elevator, this created constant delays and frustration. The wheelchair was never provided, which left us struggling throughout our stay.| His tone and attitude were completely uncalled for, leaving us feeling unwelcome and undervalued as guests. His response was unprofessional and completely failed to address my concerns. Considering the circumstances under which we were staying, the lack of assistance and empathy made an already stressful situation worse.|While navigating on our own, throughout our stay; the only choice available to me was to utilize the hotel room's provided office chair. To keep up with the flow of one elevator and other present guests I parked our room's office chair behind the front desk. The evening of our check in date I had to ask the houseman for breakfast information and location, that detail was never shared at the time of check in. ||I hope this feedback prompts your team Brad also known as General manager to reflect on these interactions and implement necessary improvements to ensure all guests feel supported, especially those staying under emergency...