TownePlace Suites by Marriott Columbus Hilliard — Hotel in Norwich Township

Typical newer Towneplace Suites property. Breakfast was a bit lacking, but better than most hotels over the past year and a half with their “health measures”. Real reason for only two stars was the front desk attendants.

I had checked in on the Marriott Bonvoy app the night before and received a notification at 10:30am that our room was already ready. Great! We didn’t need to check in early but figured we could go drop our bags off. However, it said digital key was unavailable and we would need to visit the front desk (no big deal). Arrived around 11:30am and were given key cards. Got into room and there was trash everywhere, no sheets on the bed and bath towels all over the floor. Went back to the front desk and informed a female employee (Alondra?) about the room condition. There was no apology offered and she handed me a pad of paper and said “Write your phone number down and I can call once it is cleaned”. I inquired about just switching rooms so we could go ahead and drop our bags off, since we were already here and she only said we could leave the bags with her at the front desk. We decided to just keep our bags and left.

We then got a call about 5 minutes later stating that she had another room ready we could switch to. I told her we would be back in a few hours after grabbing lunch, etc. so if it was easier we could just stay in our original room, at this point. She said we would have to visit the front desk because she already moved our room assignment. I opened the Marriott App and saw we now we had digital key available for a different room number.

Upon our return we visited the front desk to turn in our old key cards. When we approached the front desk a male attendant was now working. He greeted us only with a “Yeah?”. I explained what happened earlier and that we were told to stop by the desk upon getting back to the property. He said nothing, activated some new key cards, handed them to me and said “Room number is on the front”. Those were literally the only two things he said. My wife even remarked that employees must not like their jobs here.

Like I said before, we didn’t need to check in early but hotel staff needs some work on ensuring rooms are cleaned before sending out the Marriott App alert that room is ready for check-in. And then also on customer service skills, especially when you obviously dropped the ball and assigned us...

We we're able to use our points to stay at this Marriott property. It was very nice. we were only there for one night, but the room had a small kitchenette which was very nicely stocked. A two burner stove, refrigerator, microwave , dishwasher. There was also a small table to eat at . A fine place to stay for a couple of days. There were enough drawers and a closet with shelves and space to store things. It had a lot of electrical outlets. I've never seen so many in a hotel room. And it was well-lit. It would be a fine place to stay for a few days. The bed was fine and I always find the Marriott pillows to be some of the nicest hotel pillows there are. Frequently Hotel pillows are big and lumpy. These are big, but soft and almost mimic a down pillow. The shower was a big walk-in shower and the toilet was a comfort height toilet which my knees appreciated. Also there was a full breakfast with cereal eggs sausage waffles juice bagels and English muffins. All the bread products and the cups for the juice were individually wrapped so they would be covid compliant, and a hand sanitizer right there by the food so you could sanitize your hands before and after you touched any public areas. I was so pleased that we had an actual breakfast considering what we had gotten in the Microtel a week before. (That was a paper bag with a little bottle of water, apple and a very small peanut butter granola bar.) I am a fan of the Marriott Suites properties. They are not elegant but they are very comfortable...

Stacy was super helpful with accommodations. I recently broke my ankle, and needed a specific room. She took the time to help us find the perfect room, was kind and professional, and is a reminder of why I am a Marriott Bonvoy member! Thank you Stacy!

But as the night shift comes, the service disappears. I advised the night desk woman, name starts with a “C” but refused to give it, that a white GMC SUV parked on the handicap spot without a placard. When telling the desk woman this, she advised she would do nothing about this. I am a handicapped veteran; this is unacceptable from such a prestigious hotel chain. I originally provided 5 stars, because Stacy was amazing. However, after my interaction with the night desk woman, I must provide a 2 star. This does not represent American and human morals. As a platinum elite member of Marriott Bonvoy, these actions were disgraceful.

My hopes are that the management team of this establishment reviews, and recognizes, this behavior is distasteful and doesn’t align with Marriott Bonvoy business ethics and morals. Not to mention, parking in the space is unlawful pursuant to OH statutes. Additionally, I hope the front desk woman is provided additional coaching and training, to ensure future guests are not treated with such disdain and...