Hilton Columbus/Polaris
🏨 Hotels & Travel · Columbus
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
customer unable to cancel reservation or obtain receipt for unused stay
Business reply on Google
Dear Ms. Osburne, Thank you for sharing your feedback. We understand that travel plans can change unexpectedly and we certainly regret any frustration surrounding your reservation experience. As outlined at the time of booking, our hotel does maintain a 24-hour cancellation policy. Because the reservation was canceled on the day of arrival, it fell within the late cancellation window and the applicable fee was charged in accordance with the policy agreed to at booking. We always strive to be fair and accommodating whenever possible, but in this case we were unable to waive the fee. We do appreciate your understanding and hope to have the opportunity to welcome you in the future under better circumstances. Sincerely, Nancy Howard General Manager
In-room refrigerator temperature settings caused food spoilage.
Business reply on Google
Hello John, we apologize for the inconvenience and any wasted food caused by the refrigerator settings in your room. We will have our maintenance team review the settings to ensure this doesn't happen to future guests. For further assistance, please reach out to us at https://help.hilton.com/s/contactsupport. We hope to welcome you back for a much better experience.
uncomfortable bed and malfunctioning bathroom facilities
Business reply on Google
Hi Mary - We apologize for the discomfort and inconvenience during your stay. Please reach out to https://help.hilton.com/s/contactsupport or call (614) 885-1600 so we can investigate your room and ensure improvements are considered.
The hotel room bedding was found to be contaminated with feces.
Business reply on Google
Dear G. Ann Williams Please accept my sincere apologies for the experience you described during your recent stay. What you encountered is absolutely unacceptable and far below the cleanliness and service standards we expect of ourselves. I can understand how upsetting and disappointing this was, and I am truly sorry that our team did not respond with the sense of urgency, care, and empathy you deserved. I appreciate that you shared your feedback, as it allows us to immediately address both the breakdown in cleanliness procedures and the lack of appropriate service response. We are reinforcing our housekeeping and service protocols to ensure this type of situation never happens again. While I am glad our guest services team was able to provide some restitution at checkout, I recognize that does not erase your experience. Please know that your comments have been taken very seriously, and we are committed to doing better. Thank you for bringing this to our attention. Sincerely, Nancy Howard General Manager
Hotel has broken elevators, unsanitary pool, and insect-infested rooms.
Business reply on Google
Dear Reviewer, Thank you for taking the time to share your feedback. I sincerely apologize for the issues you experienced during your stay and appreciate you bringing them to our attention. Regarding your concern about the elevator inspection certificates, I want to assure you that our elevators are inspected annually by the Ohio Department of Commerce as required by law. While the physical certificate may not have been properly displayed at the time of your visit — and we appreciate you pointing that out — our elevators are up to date on all required inspections. We would not be permitted to operate them otherwise. I’m very sorry for the inconvenience you experienced with the elevator, and I understand how frustrating that must have been. We have followed up with our engineering and housekeeping teams regarding the condition of the guestroom and pool area, as cleanliness and guest safety are among our top priorities. What you described does not reflect the high standards we aim to uphold. Please know that your feedback is being taken seriously and shared with the appropriate teams to address immediately. We truly value your input and the opportunity to improve. Thank you again for
Hotel staff refused extra tea and could not provide coffee machine instructions.
Business reply on Google
Dear Abhinav Gupta, Thank you for taking the time to share your feedback. I’m very sorry to hear about your recent experience and the service you received—it certainly does not reflect the high standards we strive to maintain at our hotel. Your comments regarding the tea bag request and the lack of assistance with the coffee machine are concerning and will be addressed with our team. Our goal is always to accommodate reasonable guest requests whenever possible, and we clearly fell short here. I also regret that you felt dismissed rather than assisted. We value your loyalty to Hilton, and I hope you’ll consider giving us another opportunity to provide the level of hospitality you rightfully expect and deserve. Sincerely, Nancy Howard General Manager
Room maintenance issues and excessive breakfast pricing.
Business reply on Google
Dear Winter Baker, Thank you for taking the time to share your feedback. I’m truly sorry to hear that your experience fell short of expectations. What you’ve described—from the condition of your room to the cleanliness issues and concerns about value—does not reflect the high standards we strive to uphold. I’ve shared your comments with our housekeeping, engineering, and food & beverage teams to ensure we address these specific concerns promptly. Your feedback is invaluable in helping us improve, and I want to personally apologize for the inconveniences you encountered. We’re grateful you chose to stay with us, even under a discounted rate, and hope you will give us another opportunity. Sincerely, Nancy Howard General Manager
The hotel shower dimensions did not meet brand standards.
Business reply on Google
Dear Mr. Leckrone, I am truly sorry that you did not enjoy your stay with us. I can assure you that our showers meet all legal codes as well as all brand standards for Hilton Hotels & Resorts. I am sorry that this had such a negative impact on your stay. Should you decide to give us another opportunity, please ask for a room with a shower/tub combo. This will allow for extra room since we have curved shower curtains which provide extra space in the shower. I thank you for your business. Sincerely, Nancy Howard General Manager
Unauthorized charges applied to customer credit card for another guest's room.
Business reply on Google
Dear Ms. Berry, We are truly sorry for the mistake we made when taking your credit card information and putting this on another reservation with the exact same name as yourself. I understand that my Front Office Manager has discussed this with you and explained the error and that we have already reversed all charges that did not apply to your room. The other person with the exact same name did not show up and never stay with us, so no one received a free night stay. We are sorry that this had such a negative impact on your stay with us. We are looking into making improvements in our check-in procedures to ensure this does not happen again. We are also reviewing our housekeeping procedures to ensure all show amenities are checked prior to having our guests check-in to a room. We do hope you will give us another opportunity. Sincerely, Nancy Howard General Manager
Incorrect reservations, noisy environment, and vehicle break-ins occurred during stay.
Business reply on Google
Dear Jacki DiPietro, Thank you for your comments regarding your recent stay with us. We appreciate your business and the feedback you provided. We understand that our Front Office Manager did have the opportunity to speak with you and apologize for any issues with your reservations. We also do have quite time, which is listed on our weekend welcome letters that we provide to groups that have younger children staying with us. We understand the frustration when parents do not take responsibility of their children's actions when staying at hotels. We are sorry this impacted your stay with us. We also understand how upsetting it is to have a car vandalized when staying at a hotel. We do have security that patrols our parking lots in the hopes that this will deter criminals from targeting our hotel guests. We also take extra steps in informing our hotel guest to remove all valuable items from their cars and not leave them visible for these criminals to see. Steps like this are not full proof and we will continue to work with local authorities to help stop this from occurring all around the city and state. Sincerely, Nancy Howard General Manager
hotel charged for bottled water that was not provided
Business reply on Google
Dear Ms. Bird, We are truly sorry you did not enjoy your stay with us. Our goal is your 100% satisfaction and we are sorry we did not achieve this during your stay. Our engineering team will be inspecting your room in order to fix anything that is not working properly. We apologize that this was not reported prior to us checking you into this room. Also, we are in the process of brining back full room service with the full setup. We are sorry our "to-go" packaging had such a negative impact on your stay. We do hope you will give us another opportunity. Sincerely, Nancy Howard General Manager
Missing room amenities and poor quality breakfast service.
Business reply on Google
Dear Linda Dowdell, Thank you for your comments regarding your recent stay with us. We appreciate your business and the feedback you provided. We do provide robes in our executive level rooms and slippers are available upon request as well. We are sorry to hear that you were not satisfied with your breakfast. We would have been happy to remake any items that you were not satisfied with. We are sorry that this had such a negative impact on your stay with us. We do appreciate your comments as it gives us an opportunity to improve upon our quality and services. We hope you will give us another opportunity. Sincerely, Nancy Howard General Manager
Front desk staff bypassed customer in line due to alleged discrimination
Business reply on Google
Dear Mr. Alex Lemu, I am truly sorry that we made you upset and dissatisfied with your interaction with our front desk agent. After reviewing this with our agent and Assistant Front Office Manager, I understand that you were waiting for our agent to open our locked cooler located in our 17A Market. Unfortunately, our agent did not understand that this was what you needed assistance with. He is truly sorry that this interaction made you feel that he was discriminating against you. That was not his intention as this was a miscommunication on our part and for this we apologize that this had such a negative impact on your stay with us. We do take this very serious and I want to share with you that all our associates are required to go through Diversity and Inclusion training as part of their onboarding process. I have discussed with him on how to better control situations when he gets busy at the front desk and to make sure he takes his time to listen to our guests when they approach, to ensure nothing like this happens again. We do hope you will give us another opportunity. Sincerely, Nancy Howard General Manager
Hotel failed to provide promised refund after multiple service failures.
Business reply on Google
Dear Drew Jasper, I apologize that this situation was not handled to your liking. Our area was without power for over 20 hours which caused a disruption to our services and this did impact all our guests. We are reviewing our procedures so that we can improve upon how we respond to these type of situations, that are out of our control. Looking at your reservation, you booked through a third party, which prevents us from providing a refund for the one night. For the inconvenience, I see that we did comped your incidental charges of $96.18 in the hopes of making things right for you. I am sorry that you are still not satisfied with this compensation, so please feel free to reach out to me if you would like to discuss this further. Sincerely, Nancy Howard General Manager
Unprofessional staff and a brief elevator malfunction occurred.
Business reply on Google
Hello Patricia - We are so sorry to hear about the issue you experienced. We'll share your feedback with our Front Office team members and use it as a training opportunity. We appreciate you taking the time to share this. Have a wonderful day.
housekeeping failed to clean room and refrigerator malfunctioned
Business reply on Google
Dear Ms. Bertison, I am sorry to hear that you did not enjoy your stay with us particularly the lack of our follow up on servicing your room in a timely manner. Your feedback will be escalated, I assure you that our management team will carefully look into this matter and address accordingly. We hope to have the chance to serve you again soon. Sincerely, Nancy Howard General Manager
Hotel room smelled of smoke and manager refused to assist refund
Business reply on Google
Hello Ben Minard - We are so sorry to hear about these issues you had to deal with while staying with us. We are looking into this internally. Please reach out to us at https://help.hilton.com/s/contactsupport so that we can collect some more information about your room. This would be a tremendous help to us in resolving these issues.
Excessive noise and unhelpful staff during hotel stay
Business reply on Google
Hi Emily Faust - Thank you for bringing this to our attention. We’re so sorry about your negative experience with us. Your feedback helps us get better. We are looking into this issue and hope to resolve it promptly. Please reach out to us at https://help.hilton.com/s/contactsupport if you would like to discuss further.
Excessive noise, thin walls, and poor security response during hotel stay.
Business reply on Google
Dear Ms. Foster, I am truly sorry you did not enjoy your stay with us. I have reviewed this with our team to see if all our procedures were followed in regards to noise complaints. From my understand, our security personnel did give a noise warning to the other guest after we were notified of the issue. We did not receive any other complaints after we spoke to the guest about the this issue. I do apologize that you had to change rooms and still did not enjoy the rest of your stay with us. We will review all your concerns to see where we can make improvements. We hope you will give us another opportunity. Sincerely, Nancy Howard General Manager
Unclear breakfast policy, unhelpful staff, and poor room amenities.
Business reply on Google
Dear Hotel Guest, I am truly sorry that my team was unable to provide you with the proper explanation on how our "bed & breakfast packages" work and that the package description wasn't descriptive enough for you to know in advance that it does not include children. The rate, that accounts for some cost for the breakfast, is based on the number of adults you entered in your reservation. I am also sorry that my team did not offer any other assistance and did not provide you with better customer service. I will be reviewing this with my management team so that we can ensure that we take all the necessary steps to correct this moving forward. I hope you will give us another opportunity. Sincerely, Nancy Howard General Manager