AC Hotel Cincinnati at Liberty Center — Hotel in Liberty Township

My husband and I are almost platinum level at IHG & also Gold Hilton Honor members. I use to work for Marriott & wanted my husband to see that they have great hotels. I am very disappointed in the service we received from the hotel customer service. We made a reservation. I called immediately to cancel because we have a puppy and obviously we can’t bord her yet bc of lack of shots & not old enough for all of them yet. I could have snuck her in the hotel however I choose to follow their policy. I was told we could cancel and no charge was applied. Turns out we got charged. I spoke to multiple guest service representatives and told I’d see a refund. We waited over the 2-3 business days for a refund that we were quoted. We saw none. So went in person to handle since we got no where on the phone. The guest service representative at the front desk said we have no manager on duty and we would have to wait until the next business day for 1. My husband said this never happened if this were a Hilton or IHG hotel & sadly I have to say he is right. Very disappointed in Marriott. When I worked at Marriott, after each shift we always made sure to have detailed notes on any guest issue and we took care of each guest issue ourselves if there were any. I remember a guest so upset that their gift card had a 0 balance on it and should have had a balance on it to pay for their room. I recalled them saying they had a couple gift cards they used at previous hotel. So on a whim I asked the hotel info. After speaking with that hotel they previously stayed at found out they had grabbed wrong gift card. I was able to take care of their room charge. Turns out this stay was a test on us. Thanks to me handling everything for them and it being through only 1 guest service representative we got repeat business from them and other guests they sent to us. You never know who will walk through the door of your hotel & the service you provide speaks volumes on how you are as a hotel. After going to a business dinner for my husband and bosses and discussing this hotel with friend of the family about where to stay for them and other family members who visit I told them I do not recommend this hotel & explained our situation. The company needs hotels quite frequently and the friends of the family and their family members will now be using a different hotel nearby that we stayed at and highly recommend that had amazing customer service. Sad to say that this could have completely been a different experience & they could have had more...

This was a small mini staycation for myself and my boyfriend. I am finishing my master's degree and needed a break from the stress. I absolutely loved the ability to check in and out on the app! It was marvelous! I had learned from other reviews that parking stinks, and it truly does. Designated hotel parking is desperately needed. One of the two elevators in the hotel was not functioning, this made traveling up and down floors awful. We ended up using the stairs all but one time, luckily we were only on the third floor. Our room was situated next to the stairwell, i enjoyed being at the end of the hall until I realized the stairs echo terribly! Anytime someone came up or down the stairs (which was frequent thanks to the elevator issue) all I heard was stomping while inside the room. The location was great, we were steps away from the comedy club where I had purchased tickets and only a short walk from the Cheesecake Factory. I was concerned upon returning back to the hotel as it appeared that people were in the lobby who were not meant to be there. They were milling about oddly, and there were many groups loitering outside as well. In our attempt to make it upstairs not using the elevator, we made a wrong turn and ended up by the pool. Good thing I had no ideas on relaxing by the pool as there were fifteen plus kids causing absolute chaos in the enclosed room. For a hotel located in an area I consider for adults, as well as for the price I paid for the room, I was annoyed to see so many children. The hotel gives off a business-vibe, not a family friendly one. Thank goodness they did not disturb my floor throughout the night. The halls and stairwell were very quiet overnight, which was a blessing. The only complaint I have over the room was the insanely loud fan in our AC/Heat unit. When that thing kicked on, it sounded like an ancient garage door opener. If I had stayed longer than one night, I would have requested a different room. The shower was super nice and the water pressure was great. The shampoo provided was so horrible, I would have been better off washing my hair...

After a long, exhausting day of travel, I arrived only to realize I had accidentally booked the wrong night. A simple, honest mistake. I never used the room on the mistaken date, and the price was exactly the same for the night I arrived, yet the staff refused to apply the payment I already made. They told me the only option was to pay for another night, even though they already had my money and I told them I couldn’t afford to pay twice.

I’ve stayed at this same hotel multiple times this year. I’m a Marriott Bonvoy member and I regularly travel to Cincinnati for work. When I’m in town, I’ve always chosen this hotel….until now. I explained all of this to Regan Knight and Ellie Kiper. I also explained that I had nowhere else to go and I have no other option. I already paid for the night and I don’t have another card to pay with. And still, Regan Knight and Ellie Kiper coldly repeated, over and over in their robotic customer service voice: “Unfortunately, there is nothing we can do to help you unless you pay for another night.”

No humanity. No compassion. Just policy and power games.

When I got understandably upset and raised my voice out of frustration, they accused me of being “verbally abusive.” I wasn’t threatening or disrespectful, I was frustrated and rightfully upset. Their response was cold and robotic, like they had no interest in helping a real person in front of them. It was degrading and infuriating.

I wasn’t asking for anything free. I just wanted to stay the night I meant to book, using the money I had already paid. They had every ability to resolve this, but they CHOSE not to. It was never about policy, it was about control.

Regan Knight and Ellie Kiper are completely unfit for their positions. They lack the most basic traits of a hotel representative: kindness, flexibility, and empathy. Marriott and AC hotel should be ashamed to have people like this representing their brand. When I am back in Cincy I will never stay here again, and I will be letting all my colleagues and professional contacts know to avoid this...