Renaissance Columbus Westerville-Polaris Hotel — Hotel in Westerville

I accidentally booked a double queen bed room and I meant to book a single king bed room. They were able to accommodate me by changing my room to a single king bed room but it was a handicapped room. I didn’t mind I was just thankful they were able to change the room to a single bed as I didn’t need two beds. I decided I wanted to extend my stay bc I really love their rooms. So I made another reservation for the next day. When I woke up I called down to the front desk to ask if I could get a room change as I would rather prefer a regular room instead of the handicapped room. I am not handicapped and I also would not want to take a handicapped room as someone else who is actually handicapped may need it. They said they could make the room change. I went down got the key to my new room which was down the hall. Before doing so I asked the housekeeper that was cleaning to not go in my room as I was switching rooms and she agreed but she didn’t seem to like the fact that I told her to stay out of my room. I came up and moved my things to the new room. After a couple hrs I went to the mall. Once I got back I was trying to use my debit card to order food. My card kept declining and I had no idea why. I check my recent transactions and I had noticed I had been charged $25 and $50 three times all today from the hotel and I had thought wow this is weird. I went down to speak to the front desk. He had made me aware that the housekeeper had reported that my room smelled like cigarette smoke. Yes I do smoke but I have went up and down the elevator all night to smoke my cigarettes outside. I would never chance getting charged for smoking in my room. I don’t have money to waste. Well the housekeeper supervisor I guess supposedly has access to charge my card for smoking so she did so. I was told that the manager had went up to my room to confirm that the room smelled like smoke but he did not think it smelled of smoke so I guess that he cancelled the charges made to my card. What I do not understand why I had not been made aware of any of this. I do not feel a housekeeper should be able to have access to charge someone for smoking until the hotel manager checks the room to verify that the room does or does not smell like smoke. It does not make any sense. Now I will have to wait days for my money to get back on my card. This is just absolutely ridiculous! What’s funny is at the end of my stay before I leave the room I usually will leave a nice tip in the room for the housekeeper. She will not be getting the top and I do not think that I will be coming back to this...

The Renaissance is located in a very nice corporate park area in Westerville. The hotel is very modern and inviting with lots of public spaces scattered throughout the hotel and grounds. If you arrive early before check in or have to stay late after check out be assured that there are plenty of nice places to hang out within the hotel. The lobby has couches and chairs scattered throughout the lobby leading to the bar that is part of the Two-One restaurant. Everything throughout the hotel was very clean and well maintained. There was a large fitness area with five treadmills, some exercise bikes, weights, and assorted other equipment located near the indoor pool area. The restaurant has large windows overlooking the back of the property which features a large set of interconnected ponds and fountains. There are paved walkways that lead all the way around the ponds and beautiful landscaping so it makes for a really pleasant place to take a nice walk or enjoy the sunset. The restaurant also offers outside seating on its patio and in the grassy area behind the hotel. If you go for a walk along all the interconnected ponds there are quite a few park benches along the way and even a little patio area with some adirondack rocking chairs so you can sit and enjoy the sunset. The area surrounding the hotel consists of modern corporate facilities, and since we were there on the weekend, it was very quiet. Our room was a little on the small side but very nice and clean. The bathroom had a sliding barn door which I'm not a fan of as it was a little hard to open and less private than a normal door. The only reason why I would take one star off this review is that my husband and I just did not like the mattress in the room. While mattresses are definitely a personal preference, to me it felt like cement blocks with fluffy cotton on top and we both had a really hard time sleeping since the mattress was just way too firm for us. Other than the mattress, we absolutely loved everything about this hotel. Hotel staff were also very friendly and...

This hotel continues to set a new definition of poor Service. The management team must come from |the fast food industry! They don’t understand the hospitality business, they need to actually go to Cornell’s Hotel Management School and take a few classes and understand what Customer Service is all about! ||As a lifetime Titanium member I’ve stayed thousands of nights at Marriott Hotel‘s. I certainly understand what your expectations should be when staying at a hotel under the Marriott brand! This hotel clearly falls below my expectation, it’s more like staying at a Motel 6, at least they leave the lights on for you!||When checking in, I explained to the agent that I’m handicap. and I need to have a room near the elevator. She assured me that the room was close to the elevators as I explained to her that in the past. staying at this property they put me at the farthest end from the elevator which requires a 4-5minute walk to the room. ||Of course, once we get to the room, it’s at the farthest end from the elevators. Now, either the agent didn’t understand what I was saying, as may be an English barrier or she was poorly trained, and didn’t understand the floor plan of the rooms either way it’s a poor reflection of the management team. ||I did exchange a few emails with the front desk manager, which were totally disappointing since they had incorrect information. I did speak with her face-to-face when checking out and I was absolutely appalled with her position about the possibility of a language barrier, she took the arrogant position that I was insulting someone. I’m simply stating a point if the person doesn’t understand English, there’s a potential language/communication barrier. ||Bottom line managers at this property need go take some courses at Cornell so they could be more effective and understand how to properly run a...