Marriott Columbus Northwest — Hotel in Washington Township

I recently stayed in this hotel while in Columbus for an event for my company. I travel for work frequently and this was hands down the worst hotel stay I have had in the last 6 months.

I booked my stay through American Express Travel, for reference. I arrived at the hotel around 4pm and went to check in at the front desk where it appeared two new employees were being trained. I gave them my name and they looked up the reservation, which then caused whispering between the employees. They verified I wanted two keys and then hurriedly gave them to me while saying something to the effect of "You booked through Expedia so you'll have to go through them for anything, thanks bye". I was given no direction on where to go, what my room number was, or any information on the hotel itself. Just a clear "you didn't book through us, so leave us alone".

Once I got to the room and realized there were three different wifi networks listed for the hotel, I called the front desk and asked which wifi network was the correct one to connect to. The woman at the front desk once again rushed through telling me that I was on my own and would have to pay because I booked through Expedia before hanging up. She clearly did not listen or understand my question because all she could see was my room number and booking. I ended up getting connected to the Guest Wifi on my own, for free. It was not a difficult thing, but very odd to be treated so poorly when asking a basic question that is normally explained when checking in.

The room itself had it's own litany of problems, as I'm sure this is one they reserve for their special customers they don't want to deal with. I've attached a couple of pictures I took during the stay which include: The sliding door frame just fell off whenever you opened it completely. The toilet handle was completely broken and you had to manually flip it back after flushing or it would just stay running. The AC unit did not pump out cold air no matter how low you turned it down.

As if all of this wasn't bad enough, the real kick in the teeth was the following morning when I found out that the hotel does not actually offer complementary breakfast with your stay. The website mentions it, the email I got about my booking mentions it, but it does not actually exist. They expect you to just deal with that and eat in their restaurant on site. I walked over to the restaurant to see what the wait time was like and it was completely full. One of the guys sitting at the table by the front leaned over and told me not to bother, as they had been sitting for 30 minutes and still hadn't gotten food.

Will not stay at this location again when you can go to one of the many Hiltons around that have actual amenities and don't treat third party...

We came to this hotel as our son was getting married at LaScala. It was close to the venue and had rooms for all of our family. We had a unique situation as my husband and I had his mother and my mother who are both elderly and need assistance at times; we had our adult daughter who's husband could not attend, who has a handicap son in a wheelchair and an 11 month old son. They were all with us! We needed plenty of space and on the lowest floor possible. Initially, we made our reservation with the call center and to be honest, I didn't look at it initially because I felt they understood what I requested and some of that is on me. I was getting things prepared about a week and a half prior to the wedding and noticed the reservation was a incorrect. We needed 4 beds and two cribs and the rooms HAD to adjoin. We only had 3 beds and no cribs! I called the call center and to be honest I could barely understand the person I was speaking to. She had a strong middle-eastern dialect and I wasn't sure she could truly understand me. Please know I am not prejudice at all, it was a language barrier! When all was finished, I looked at my email confirmations and it still was not correct! This is when I called the hotel and got Chloe! She was a godsend! She set us up on the 1st floor with a handicap king suite and an adjoining double room! She sent my confirmation emails, then followed up with a personal email to reassure me she understood! I knew then we were in good hands after speaking to her! When we arrived at the hotel, Chloe was not there but everyone was aware of our situation and were very nice, accommodating and made check in very smooth. When we arrived at our room, it was very spacious with plenty of beds and TV's in each room. The bathroom in both rooms were large, clean and updated. The beds were comfortable, clean & everyone had a place to sleep. We asked for extra towels and housekeeping was there within a few minutes. The night of the wedding after the ceremony, family except for the mothers and kids met in the lobby(aunts and cousins) and had a nightcap. Very nice area to sit and plenty of space to spread out as a group. Where we didn't use it, there is a very large fitness room and pool at the hotel. We have stayed at many Marriott hotels and are an elite Bonvoy member. This by far has been one of the best properties we have stayed at and the staff made it wonderful. I highly recommend this property! The staff, especially Chloe,...

My rating is based on a recent experience I encountered while staying at the Columbus Northwest Marriott this past weekend. Upon arriving to the hotel, as I went to check in, I was informed that my room was not available. This was at approximately 6:30 P.M. I was surprised to learn this, since check in started at 4:00 P.M. However, as I surveyed the room, I saw the lobby was full of other guests that were waiting for their rooms, as well. The front desk clerk told me it would be another 15 minutes until our room would be ready; she took my number and told me I would get a call once available. This was concerning to hear, as I had plans to be somewhere soon. After 15 minutes passed, I checked to see if the room was ready yet. Another worker informed me that it was still not ready and that it was currently being “inspected”. The hotel’s response to these issues was that “it wasn’t their fault” and that it had been “a really tough day for them”. The reasoning for rooms not being available was that the majority of their guests from the night before requested a late check out (2:00 P.M. - 3:00 P.M.) Since they were elite members, the hotel could not tell them no. Another excuse was that it was a very busy weekend. My response to that is this: if it was anticipated to be a busy weekend, why would the hotel property allow guests to have such a late checkout? I realize some members may request a late checkout, which Marriott does their best to honor. However, I know of other Marriott locations that do not allow late checkouts in some instances for this very reason. It is the responsibility of the hotel management to ensure there is enough time, workers, and resources available to ensure rooms are ready and accommodate guests. If there are guests that request a late checkout, in which it causes others not to have their room on time, I believe the guest should be charged for another night. My overall wait to get into my room was over an hour. I kept checking back and every time I was told the room was being “inspected”. When I finally did get to my room, it certainly wasn’t up to Marriott standards; it didn’t look like the room got properly vacuumed, there was a mini hole in the light socket, and the bathroom had debris on the counter and shower. Not only that but being granted access to my room over 3 hours after check in caused me to be late...