Embassy Suites by Hilton Columbus

Disappointing Accessibility Issues I’ve stayed at Embassy Suites in Columbus, Ohio, for many years, but my recent stay from June 18-20, 2024, was very disappointing. I reserved an accessible room for my 89-year-old mother, who uses a wheelchair. However, when we arrived, we were told there were no accessible rooms available, and the reservation for such a room was not in their system. This caused major inconvenience: My mother had to use a wheelchair-accessible bathroom on the 1st floor, while we were on the 8th floor. I had to take her back and forth throughout the night which meant I didn't sleep much. She couldn’t shower during our stay due to the lack of accessible amenities in our room. The front desk initially said an accessible room would be available the next day, but that didn’t happen. I spent over an hour talking with Hotwire, who said I’d receive a credit for the inconvenience. However, I received multiple emails stating the hotel wouldn’t honor a credit. This experience has made me reconsider staying here again. It’s disappointing to see such a lack of compliance with the Americans with Disabilities Act (ADA) at a hotel I’ve trusted for years. I hope Embassy Suites addresses these issues so future guests don’t face the same problems. If you have a family member in a wheel chair, don't reserve a room here!

Demeaning, lying staff Worst experience I've ever had with staff at any business. I wish I were exaggerating. The hotel room itself reeked so badly that my friend and I jokingly referred it as the "urine room" all weekend. I accidentally left a bag with my prescription medications and toiletries and quickly called them the day I checked out. They were reassuring and told me it would be mailed the next day. I called the next day and they said it would be shipped the day after. This continued for six days. After pointing out that they were lying to me and not following through, they told me to talk to the manager, Brian. It took me three days (Wednesday through friday) to get in touch with Brian; he was on break, then at lunch, then they couldn't find him. Each time, they said they would leave him a message that I called and that he would call me back. He never did and they still hadn't shipped my bag 7 days later. Once I was desperate for my medication (and toothbrush!) I finally got ahold of him and it was the most demeaning and petty someone has ever spoken to me, but he did say he would take 50 dollars off my bill for the inconvenience and the three hours total I spent on the phone trying to speak to anyone at this hell hole who could help me. I called the next day to ask when that would be reflected on my account and the person on the phone said "that is not how we do things but I'll talk to Brian and see if he wants to send you money out of his own pocket." I didn't get his name but he identified himself as Brian's superior. Horribly demeaning, unprofessional, and petty behavior towards someone who was just desperate to get their medicine and toiletries back. (PS I offered to drive to Columbus to get my bag at first and they assured me it would be shipped promptly). Highly recommend going anywhere else in Columbus than this hotel

Brian is amazing! Thank you for being the definition of excellent customer service. Brian was amazing and so helpful, he provided excellent customer service and is a great manager. I appreciate your support! The entire team has been so helpful and efficient. My room is clean and pool area was great! I would stay here again.!

Extremely unsafe and unprofessional rude staff Stayed here with a friend from out of town from 3/1 - 3/3 and on the very first night someone came through the parking lot and broke into over a dozen vehicles including both of our trucks by smashing the window. We immediately reported it to the hotel, who didn't really care, insisted they couldn't do anything because they're not responsible for the parking lot (which they own), they have zero security cameras, and mentioned they "have security patrolling but haven't seen them in a few days". We reported it to the hotel general manager, Hilton corporate, and the overseeing hotel group - no one cared. We weren't even asking for them to fix the windows but rather just reimburse the hotel cost for 2 nights to help compensate for the damage. The hotel stay was roughly $350 while the windows costs $800 total to replace. Absolutely terrible service and attitude by the staff. We used to stay at this hotel yearly; this was our 5th year.. but we'll never stay here again.

Expected More The staff is very friendly and helpful and they all seem cheerful and to get along well with each other, always smiling and greeting everyone. I think the hotel design is poor with the open balcony hallways since every little noise from the common area echoes through the entire building. I heard several complaints. It's not a huge deal during the day but it was very loud. The facility seems old and in disrepair. We got stuck in one of the elevators when its power failed. They already had 1/4 elevators out of order. Keys didn't work half the time for my room or the pool area and I know to keep the magnets away from my wallet and cell phone. I just don't have time to wait on maintenance to fix batteries in the door locks. The suite was nice but the bathroom was so tiny I could barely get inside and then shut the door. The light was ridiculously bright and there was no vent. I didn't get to visit the happy hour. The breakfast was ok. Coffee was not great and it was like 15,000 degrees. Good selection of breads, carbs, cereals, and yogurts. The only great things are the omelets and bacon and sausage links. This is the second Embassy in Columbus I have stayed in and it wasn't as good as my first visit. I expected more.