The Capital Suites Hotel

Unsafe, Unresponsive, and Ignored - A Terrible Experience I recently stayed at the DoubleTree Downtown Columbus, and it was one of the worst hotel experiences I’ve ever had. The stay started with several minor issues but quickly escalated into a terrifying situation. At 2:30 AM, we were abruptly awakened by a loud boom and a burst of blue light in our room. The AC unit had failed, and we soon heard crackling noises and smelled burning wires and smoke coming from the vent. This went on for several minutes, clearly signaling a severe fire hazard. Fearing for our safety, my family and I quickly packed up and left the room. When we reported the issue to the front desk, the staff showed no concern whatsoever. They acted as if we were inconveniencing them, which was shocking given the potential danger. We decided to leave the hotel entirely, only to be charged again for parking as we exited. What’s even more disappointing is the complete lack of follow-up from the hotel. Multiple emails and calls have been ignored. It’s clear that this hotel cares only about the bottom line and not the safety of its guests. This experience was far from the level of service and safety I expect from Hilton and the Davidson Hospitality Group. I strongly urge anyone thinking about staying here to reconsider and urge management and the Davidson Hospitality Group to address these issues before someone gets seriously hurt.

Dirty room, mold in bathroom, dark hallways- felt very unsafe I attended the MLS All Star game in Columbus with my 10 year old son and thought this hotel would be perfect due to the proximity of the stadium and pictures online. When we arrived at the hotel, my first impression of the parking garage and hotel was not good. I had already opted to pay the $25 daily parking fee but have since read that there are cheaper daily options available that I was unaware of. My son and I had a room on the 5th floor. The hallway was very dark and it smelled musty and gross. It was around 4 pm when we checked in and even during the day I did not feel comfortable walking down the hall. The halls had several large blower/ventilation (not sure what they were other than loud) units that indicated there had been some recent water or plumbing issues. When we entered our room, I felt that it was grimy and outdated. There was mold in the bathroom. The tub was dirty. My son's pillowcase was stained. He found an Oreo under the chair. The windows were so dirty. I had a bad feeling about the room from the moment we entered but figured we would just go to the game and come back to the hotel and sleep before driving home. We got back to the hotel around 10:30 pm and stopped in the lobby to get a few snacks. The lady working repeatedly asked for my room number and last name, which made me uncomfortable because there was a man standing there listening and clearly it was just my son and I staying in the room. It just gave me a weird vibe. We went to our room and the machines in the hallway were still running. I'm pretty sure there was also an issue with the air conditioner. I called and asked if they run continuously and the employee said he thought they would stop eventually. I waited another hour and found the noise and smell of the room to be unbearable. The employee offered to switch my room so I woke my son up, went to the front desk, and got the keys to the new room. The new room was on the 4th floor, basically right below the room we had just been in. The 4th floor hallway was also dark and filled with the same machines that had been on the 5th floor. We entered the room and it actually felt like the a/c was working. It was after 1 am at this point and I just wanted to sleep for a few hours before driving home. Five minutes after being in the room, people started yelling in the room next to us. The noise continued so my son and I went to the lobby again and told the employee that the second room was even worse than the first. He offered an upgrade to a room on a higher floor but I declined. At that point, I assumed that there was not going to be a room available that would make me feel comfortable. We opted to stay in the lobby. There were several chairs down the hall from the registration desk and I put two chairs together so my son could get some sleep. The employee gave him a pillow and a blanket. I sat in another chair from 2 am until 6 am. I would have left earlier but definitely did not feel safe walking in the parking garage and the whole reason we stayed is because I prefer to not drive late at night. I travel quite a bit for leisure and work and have never had an experience like this before. Besides the lack of cleanliness in the room, I simply did not feel safe staying there with my son. I will say that the employee who was working at the registration desk overnight was very helpful and tried to be accommodating. I appreciated his efforts.

Good Downtown Columbus Stay This is a great location in the downtown area. The hotel is older building, but they try to keep it nice. Customer service seemed fine. I'd like to give Bryan a shoutout for his customer service. The rooms are very spacious at this location. I did not use any of the amenities at this hotel. The first 5 floors is the parking garage in which you have to use the elevator to get access to hotel lobby. Then there is another elevator for the other 10 floors in which the rooms are located. The even numbered rooms face the waterfront. I had an awesome couples stay here and would recommend Double Tree Columbus Downtown when visiting the downtown area.

Horrible hotel This was the worst hotel experience I have ever had. On the second evening of a three night stay, a pipe burst in the building and water was pouring down through the ceilings in the hallway in front of our room and inside our room. When we went to the front desk to ask for a room change, the receptionist said she could not switch us until we checked out of our room. We packed our things in a hurry and returned to the front desk five minutes later. The receptionist informed us that actually there were no other rooms available in the hotel and that they were shutting off water and air. I was in Columbus for work and was supposed to stay for two more days. I asked if they could help us find another hotel and they said no, I needed to call 1-800-HILTONS. I called the number and explained my situation to 8 different people. I was transferred to another hotel in the area who charged almost 3X the rate I paid and who did not price match. That more expensive hotel said that if a situation happened like that in their hotel, they would walk the guest to a neighboring hotel and book them in there and pay for any balance. The hotel I was staying at said they would absolutely not do that and it was my choice to either stay in my flooded room or check out. The manager also added that they would not charge me a penalty for checking out early. This was a horrible experience and I cannot believe a hotel would leave guests without a place to stay. I am incredibly disappointed in Hilton. They have terrible customer service!

Hilton should do better! It needs a lot of updating. Dark and dingy hallways and rooms. Didn’t like the smell. Carpet needed to be replaced. Look filthy. I gave it a 2 because I did not the spaciousness of the room and the location was good. However I would not recommend this hotel to anyone for the price. I expected a lot from Hilton. You do not offer a consistent product. I know Kathy or Paris Hilton would Never want to stay here.