Courtyard by Marriott Columbus New Albany — Hotel in Plain Township

DO NOT STAY HERE: The workers (management) could benefit significantly from additional training on how to run a hotel, specifically customer service. I should have known this stay would not be pleasant after I overheard one of the hard-working housekeepers dropping F-bombs complaining about the management.

My two-day stay was marred with several issues. First, they put me in the wrong room. I had to change rooms. Then they put me in a second room where the air-conditioner roared like a lion every hour on the hour! I woke the next day restless and with red eyes. The manager said she would comp my first day's stay, only to renege on that at the time of checkout (she only comped half of the room price). Then they placed me in a third room, where the air conditioner did not work at all! My fourth room was descent. I finally got some rest. Checkout went smoothly...well, I thought. A couple of days later, I reviewed my credit card to find two hotel bills on my statement. I thought, this is no biggie; I will call to get this ironed out quickly. Boy, was I wrong! The manager asked me who stayed in room #333. I told her that I didn't know. She told me that she is not sure who stayed in that room, so I needed to find out who stayed in that room and then she will transfer the bill to their credit card. I insisted that it was NOT my responsibility to find out who stayed in her rooms. That's her job. She then told me that she will not remove the payment until Ifind out who stayed in that room. She became more and more insistent. At that point, I read her for filth and told her that I would not be paying $400 for services that I did not request or receive. She then started some diatribe about she doesn't want to point fingers at who is wrong. I responded that I had no problem pointing fingers; she and her hotel employees are wrong! I ended up calling my credit card company and filing a dispute. They are helping me to find out if criminal charges can be filed for them using my credit card number without my knowledge or permission. My advice is...

First, let me say that I've stayed at many Courtyards across the US. It has always been a consistent and comfortable room. That was not the case in New Albany, OH.

The room description promised a pull-out sofa. Upon arrival, the "sofa" is actually a chair that basically pulls out into a flimsy roll away bed. When I called the front desk to confirm I was in the right room, I got a "sorry, I'll let someone know". I tried again, in person at the front desk, with pretty much the same response. This time I was offered "a few extra points". I'm really not after points. I needed a pull out sofa for my 17-yr son who is 6-foot tall. Had I known that was not what I was getting, I would have booked elsewhere. (Of all the items listed here, this is what upset me the most - please correct your website!)

To continue, there were 3 sets of towels in a room with 2 beds and a pull-out "sofa" that was booked for 4 people. So, I had to ask for more towels.

The bed - hard as a rock. Really quite uncomfortable. And the flat pillows didn't help the situation.

Should we discuss the black and pink mildew in the shower? Not one housekeeping person has ever stepped foot in that shower and looked at it from the inside. The area in front of the door was clean enough, the area behind the glass wall I'm pretty sure has never been wiped down.

The firepit didn't work. Another reason I booked there - to try to keep 2 teenagers happy and occupied for 2 days. The unlit firepit was much less appealing to them.

Oh, and I asked for a glass of red wine. Was never offered a wine list but I figured, "hey, how expensive can a glass of wine be at the Courtyard bar". Mistake - it was a $16 glass of wine. My husband's Bud Light was $5. $21 for a round of drinks in a hotel lobby. Really? At the Courtyard? Come on!

So, no, I do not intend to stay at this hotel in the future or recommend it...

If you're traveling with a service animal or value being treated with basic human decency, I strongly recommend staying anywhere but the Courtyard Columbus New Albany.||I came into town for a wedding and, as a responsible guest, notified the hotel in advance—both in my reservation and by phone—that I would be bringing my service dog. Despite this, I was harassed by staff over a full 24-hour period. The experience was so distressing I needed an emergency therapy session when I returned home.||When I asked for a partial refund for just the second night, I was met with a cold, dismissive response from both hotel management and Marriott Corporate. I was told staff “acted in accordance with policy,” which—if true—is incredibly concerning. If your policy results in traumatizing a disabled guest, perhaps it’s time to revisit it.||Marriott’s customer service throughout this process was anything but caring. No ownership. No accountability. No meaningful effort to repair the harm done. Just polite corporate language designed to shut the door on the conversation.||And unfortunately, I’m not alone. A quick scan of other low-star reviews shows a troubling pattern of poor treatment, questionable charges, and lackluster service. My experience seems to be business as usual here—and that should give anyone pause.||I will not be returning. I’ll also be deleting my Bonvoy membership and avoiding Marriott as a company from here on out. Respect, safety, and accessibility should not...