Residence Inn by Marriott Columbus Polaris — Hotel in Columbus

First let me start with the AMAZING staff at the Residence Inn Polaris!! Our group of friends (11 in total) stay at this location every year for the Good Guys car show in July. This year we all received notice that the hotel was experiencing air conditioning issues and the a/c would most likely not be operating at the time of our reservation and the hotel would gladly cancel our reservations if we didn’t want to stay with them due to the issue, they even went as far as to try to locate rooms at other hotels for us. This is a big weekend for the Columbus Ohio area. We chose to stay with them in spite of the no air conditioning dilemma! We are the type of people who will make the best of the situation 😁 When we arrived we were welcomed by Kim (the manager) and Chrissy! These ladies are first class! They told us they had moved all of us to the first floor (it was a bit cooler due to the lobby area having air conditioning since it was on a separate system ), gave us all a welcome bag with goodies inside , gave us all a fan for our rooms and discounted our room rate. Were the rooms warm? Of course they were, around 83-86 degrees but it was also in the 90’s outside. We would spend all day at the fairgrounds and come back to yet more fantastic associates. Since not too many others were staying at the hotel, we had the lobby area pretty much to ourselves and were allowed to be a little loud ( we are a fun bunch, what can I say)! Larry was on duty when we came back the first evening and while making sure we were well taken care of also politely informed guests or potential guests of the hotel’s current issues. Great guy! He was relieved by Samuel (once again another first class associate)! Over the next few days we had the pleasure of meeting Ian and April also. These ladies Marriott brand of hotels should be honored to have this level of staff representing them! April even went above and beyond to call a local pizza place on her own phone since we were having issues trying to order online (not on the hotels side but on the pizza places). She was an absolute gem! The rooms were clean and anything we needed was addressed quickly and with a smile. The breakfast was outstanding! The ladies taking care of this made sure everything was hot and delicious even though there weren’t many other guests besides us. I did not get the name of the lady who was working Friday and Saturday morning but I made sure I popped back in the kitchen area to thank her for making us a delicious breakfast! Everyone we came in contact with representing the Residence Inn Polaris location thanked us profusely for not canceling our stay and allowing them to give us their first class service. Ready or not we will be back next year to hopefully see all of these amazing faces again! Thank you to all of you for making an unfortunate situation one of the best memories all of us will be talking about for years...

The hotel in general is very nice. Modern rooms and awesome kitchens. However housekeeping leaves alot to be desired. We stayed for 2 nights, at no point was our room vacuumed (due to the weather salt and snow were easily tracked in and we were on the 1st floor) In addition to that house keeping removed the trash from the bathroom trashcan and left the bag lay on the bathroom counter, they didn't remove any of the dirty washclothes or towels. They did leave 1 fresh washcloth and 2 fresh hand towels as well as a fresh one for outside the shower, however just left the dirty floor towel lay on the floor outside of the shower. I was quite disgusted by the trash being left on the bathroom sink. I did also notice that the glass in the shower had not been cleaned as there were explicit pictures drawn on the glass that were visible once the steam from the shower fogged the glass, which resulted in an interesting conversation with my 6 year old daughter. I did notify the front desk of the glass so that the next resident would not find themselves in that situation as well. In addition to the room, the pool area was nice, but the pool was very cloudy and had alot of debri floating in it as well as the hottub being very dirty and grimey. The hottub was actually so dirty that the dirt was coming off the sides and settling on the top of the foam, we attempted to get as much of it pushed towards the skimmer as possible. The only other issue we had was the number of people there swimming that didn't seem to be residents ( we witnessed alot of people letting people in, some of which were faculty and most of which were carrying bookbags with their clothes and items in them leading me to believe they did not have a room to go back to). We took our kids to the pool about 4 times throughout the 3 days and not once were there any pool towels, resulting in us having to go to the front desk way more times than we would of liked. Also having staff check the pool area regularly may also be a good idea. Though I know you cannot control everything your residents do, nor can you control what they wear but there was a group of women who came into the pool area as well as one other couple on the Sunday night that we were there, they had several bottles of wine/liquor, were wearing thong bathing suit bottoms as well as other very revealing bathing suits, they proceeded to use a phone to play music through a blue tooth speaker and played very vulgar music, and played it at a...

We’re visitors from Hawaii and chose to stay at Residence Inn Columbus Polaris since we’re familiar with the brand and it was close to our family’s house. Initially, our experience started off great. We were warmly welcomed at 1 AM by a male front desk employee who was friendly and helpful.

The room size and space were perfect for our two-week stay, and we were happy with that aspect. However, things quickly went downhill due to the poor attitude and service from two female front desk staff members, one of whom was the operations manager.

Our first negative encounter was when I went to request an extra room key. The operations manager saw me but continued sorting mail without greeting me. When she finally asked if I needed something, it was as though I was bothering her.

The second issue arose when I called to request extra pillows and blankets for the pullout couch, as none were provided in the room. After waiting over an hour, I called back and was told that someone had come to the room but got no answer. I didn’t hear any knocking, so I asked if they could please try again. The woman rudely replied that they would leave the items at the front desk for me to pick up. When I kindly requested room delivery, she flat-out refused, repeating that they’d be at the front.

My husband went to pick them up and asked why they couldn’t be brought to the room. The staff continued to argue, with one woman from the back claiming she had walked to the room but nobody answered. Instead of making us feel comfortable, they were defensive and dismissive. Thankfully, the male front desk employee (the same one who greeted us at check-in) accompanied my husband back to the room and apologized for the situation.

Both my husband and I have extensive customer service experience, including with Hilton, and this was far below our expectations. Breakfast was also disappointing. Unlike other Residence Inns, which serve waffles all week, they only had them on weekends. With small children, that was a real letdown.

After five nights, we decided to check out early and moved to the Fairfield Inn in Dublin, where the service, breakfast, and overall experience were fantastic. I would not recommend staying at Residence Inn Columbus Polaris, but I highly recommend Fairfield Inn in Dublin for anyone...