Tru by Hilton Grove City Columbus — Hotel in Jackson Township

Honestly the worst Hilton property experience in hundreds of stays. The Sunday evening front desk staff ignored my requested room requirements and repeatedly exhibited incompetence and dishonesty. The visit was the night before a critical surgery for my wife so as to avoid a long early am drive to the hospital. The handicapped accessible room request I made through honors was ignored and the online description did not match the room. Arrived at hotel and waited several minutes for the front desk staff to come out of their office. When directly asked if I was getting a roll in shower handicap room, the red headed desk clerk said yes. Upon getting to the room, it was not a roll in shower. Leaving my spouse in the room I went back to the desk to straighten out the mixup. I was first told it was a roll in, and I pointed out it didn't match the description. Then I was told to wait in the 1st room while they cleaned the necessary room. Minutes later I received a call they were sending up a seat for the shower of the room I was in. The operations manager arrived with a seat for a room with a tub, this wouldn't work. Then he said the other room would be cleaned and he would meet us with keys for that in a few minutes. He actually delivered on his promise but the room had no towels and the blackout curtain was broken and laying in a pile on the window sill. When asking about the towels, I was told there were literally none available and it would be 20 minutes. 5 minutes later towels appeared at our door. No solution for the blackout curtain was attempted. No blackout curtain meant people outside could look in the room. That the room had a broken curtain, needed cleaned and lacked any towels is really inexcusable. The front desk staff was completely incapable of problem solving and trying to help the guest. The were able to put on a pretty blank smile though. The front desk staff should be resourceful and able to solve problems. These not only weren't resourceful, but could not think on their feet, answer straight questions truthfully or accurately, and were never at the front desk when guests arrived. To his credit the overnight manager was at the front desk at 5am for check out. Promote him to second shift and fire the current placeholders. So no I can't really recommend this tru, and they basically failed at every chance they had to make a bad experience better. A stressful night before a surgery never deserved poor to nonexistent...

For this to be a new hotel it's very rundown. There was things I liked like the gym that would get a 5 star. The pool good size but very busy you may not be able to enter during your stay. The lobby area had board games for kids and great sitting areas. Unfortunately there was people staying sametime we were that made the experience not to great. One big family had their dogs running loose all over the lobby a st Benard and a medium size dog both were off leashes. Another family friend of theirs had 2 small dogs on a leash but the one was peeing all over( also was in the pool area peeing when kids were walking around the pool barefoot) basically came down to order in food and eat and had to go to our room to eat since dogs were running free. The rooms were the biggest disappointment the beds and pillows not comfortable. We didn't have towels the sheets were very wrinkled the bottom of the door was broken so u could see under into the hall. There was spots on the floor from previous people. And walls were paper thin. Just so happened that the families with dogs were on our floor and barked the entire time. The manager was Unprofessional rest of the staff was very nice but when I checked it I had reserved two connecting rooms but when I got their they were no longer available and the manager didn't care that I was charged 25 per room to hold but somehow weren't available! He never apologized and was very short with me. Drury inn is a much better hotel...

I’ve stayed at this hotel about 6 or 7 times as I’ve been traveling. The only complaint I have is about the house keeping staff. I feel like there is a poor culture or at least bad training taking place. Usually when I get to this hotel it’s at about 3-5 am. Every single time I’ve stayed here I put the do not disturb sign on the door so I can sleep in. Every single morning housekeeping still knocks and tries to open the door. I have the latch in place so the door can’t open all the way, so they then close the door and leave. One of the times this happened was 7:30 am. Why would you knock and attempt to enter when the door not disturb sign is on the door and it’s 7:30 am? They then continued to knock on the door and attempt to enter every two hours after that. I stayed here again last night, I got in at about 4:30 am, requested a late check out for 1 pm and put the sign on the door. Again house keeping knocked and tried to open the door at 10 am. If it’s before check out and the sign is on the door then you need to assume somebody is still in the room and does not want to be disturbed. It’s a ridiculous problem for this hotel to be having. It’s very annoying and disrespectful, it shows little regard for your customers. Everything else about the hotel is very nice. But somebody please fix the issue with the housekeeping staff or I won’t be returning for...