Home2 Suites by Hilton Columbus Polaris

We stayed at the Home 2 Suites Columbus, Ohio (Polaris) from June 28th-June 30th. After driving for 10 hours, we arrived at the hotel. Check in itself went smoothly. We went up to our room (room 420) and my daughter went to pull out the pull out sofa that she was going to be sleeping on. It was scattered with popcorn, a straw, and a dirty child’s sock. Clearly the sheets had not been changed on the bed. Part of me is glad all the trash was there so we knew she was about to be sleeping on dirty sheets vs us not knowing that these sheets were not changed from the previous guest. I immediately called down to the front desk and asked if there was someone who could come up and clean our room since it had not been cleaned properly. The lady at the front desk said there wasn’t anyone there to clean a room at that time. I asked if there was any way to get a different room and she said all that was available was single bed rooms and we needed 2 beds for our family plus the pull out sofa. She said the best she could offer me was a broom or vacuum if we wanted to clean our own room and that she could give us some sheets to replace the dirty sheets. We agreed to come down and get the vacuum cleaner and clean our own room since this seemed albeit a poor resolution for a room we were spending $459 on for 2 nights, but the best one we were being offered at that time. We went down and got the hotel vacuum cleaner and sheets and brought them to our room then brought the vacuum and dirty sheets back down to the front desk when we were done cleaning the room. The lady at the front desk said I could come back down in the morning to speak to the manager if I wanted to. The next morning (7/29), I came down and spoke to Derryck at the front desk. He was friendly and apologized that the manager wasn’t in like he was supposed to be but he was acting as the manager that day. I explained the situation to him. He was empathetic and offered to give us points on our Hilton account for the inconvenience. We have another stay at a Hilton property booked later this month but don’t have any future stays beyond that planned at this time, so I asked if he could offer a refund instead. He said he could offer a $75 refund which I thought seemed fair enough. I asked if he needed my card to issue the refund and he said no because he already had it on file and read off the last 4 digits of the card number to me to confirm. The next morning (6/30) we checked out and I went down to the front desk and asked the lady working (name started with a T) if she was able to see that Derryck had applied the refund to our card or not and she looked in the computer and said she saw it. Fast forward to 7/5 and I looked at our credit card account and saw no refund had been issued. I called the hotel the morning or 7/5 around 8:30am and was told the manager would be in at 10:30 and that they would have the manager call me. I did not receive a call back on 7/5 or 7/6 so I called back on 7/7 and spoke to

Friendly and very welcoming! Enjoyed our stay this our 4th time coming and everytime it’s great I love being comfortable at a hotel got to relax without anyone complaining about kids the pool was open and I have teenagers so I let them go alone it wasn’t no staff telling them they need adults. It’s always everything

The hotel is dirty and the staff is rude and doesn’t care. The pull out bed had urine stains on the mattress pad and on the mattress. Beware and don’t stay here! The hotel is new and would be decent and a great location with a different staff and new cleaning help! Don’t waste your money on this place!

RE: Room 230 pillows too flimsy, front desk couldn't accommodate. Bed needs to be closer to toilet, bed height should be adjustable. Door too difficult to open (sticks), need more plant-based breakfast items, better fresh fruit options, and non-dairy creamer.

Very clean rooms. Friendly staff. Comfortable beds. Pet friendly. Nice outside areas. Great lobby for gathering. Large rooms. Awesome location. Will definitely stay here again in the future. Right next to Outlet malls, restaurants, etc…