Homewood Suites by Hilton Columbus - Hilliard

First of all, when we booked this hotel and we spoke with a lady named Cassandra, we specifically asked a request for the third floor, and I understand sometimes that cannot be granted. While we booked the reservation, my wife asked for a small kitchen, a living room with a separate corridor being the master suite. Instead, when we checked in, we spoke with a gentleman named James and we were placed on the first floor with two beds, one in the living room, quarter and one in the master suite. We expressed our frustration that this is not acceptable, but he could not change rooms for us to either upgrade or downgrade our request. When a reservation is booked it is their job to explain which room offers what and to what cost. If Cassandra would've mentioned to my wife, you will have a big bed in the living room instead of a couch. My wife would've said I'm sorry that's not acceptable. We do not want the reservation. We will never stay here again. James said well I can give you some honor points instead of switching rooms. No thank you people think twice before you stay here!!!!!!!!!

The hotel needs a huge remodel and based on the lack of service or concern during our stay, I highly doubt the third-party owner/investment firm is do anything other than continue to patch issues as it has for the last 4 years (we have stayed here). This past stay will be our last for numerous reasons. Indoor pool was not available with no prior notice as we could’ve literally walked across the parking lot and stayed at the Best Western with their indoor functioning pool for our families. This hotel has no standard protocol for making sure the rooms are entirely functional (fireplace will turn on, heat works in 16 degree weather). After our stay I can’t be certain that the rooms were actually clean based on the shotty towels, the bathrooms that need to be recaulked or drains that need the proper stopper. I’m pretty sure the couple rolls of carpeting that lay in the lobby were there last year. I’m not sure if there are any plans to actually replace it somewhere anywhere? Rooms “come with” a bare minimum of pillows and sheets look to be only enough for pullout sofa. Coffee tables need to be replaced. The hairdryer should be tested to see if they even work. Smoke detectors should not be hanging from the ceiling. Somebody should be looking at these rooms as if it’s their first time staying at the hotel. after them placing us in a room with no heat, we were offered a $50 credit and until we. complained through the Hilton website where we offered a better discount and some Hilton points. Should we really have had to do that or should the hotel have done the right thing themselves, I think if it was a Hilton property the right thing would’ve done from the start. This properties visual appearance and service levels are a very bad look for the Hilton brand and their hotel portfolio.

It was a pleasant stay quiet close to stores. We stayed in a suite nice size, staff friendly.

Was clean and quiet. HVAC was quiet and room temperature and humidity was comfortable. Breakfast was above average and at a good time.

The evening front desk worker was a wonderful woman who assisted us while we were enjoying the lobby area.