Embassy Suites Columbus - Airport

The pictures online showed a hot tub, but it turns out it's been gone for years. We chose this place for the amenities, and paid for ones we couldn't use, so we would have booked somewhere cheaper if we'd known. I nearly slipped leaving because they'd salted everywhere except right in front of the door. This was our first stay at this particular Hilton, though we stay at Hiltons often, and the first impression was bad. Shirley at the front desk was snappy and rude when I called about check-in. I asked for digital check-in because we were coming from out of town and wanted to go straight to the room after the drive, but that wasn't possible. I requested a 4 p.m. check-in and was told by her and others that the rooms were still dirty, so I couldn't get in until 5:30. After waiting that extra hour and a half, the room still had mold in the shower, dirty floors, writing all over the furniture, and broken furniture. Then someone opened my room door and woke me at 10 a.m. I'm very disappointed, especially for what this hotel costs.

The room was fairly comfortable, and breakfast was good, but it was dirty, the air didn't work, and it was extremely hot inside. There was hair and dirt on the bed and mold in the bathroom. When I filed a complaint with the help desk, they said nothing could be done because we'd supposedly been offered the option to leave without penalty. No one offered that to me. The pool was disgusting, with murky water, a sheen on top, dirt, hair, and food around the area. You couldn't see the bottom, and it didn't smell like chlorine at all. Check-in took over an hour because staff were rude and unhelpful. One person told me, “I’m leaving so I’m not helping you.” Another woman wouldn't explain the fees or price, then got mad when I asked what I'd been charged. The maintenance guy was the only good staff member. A major fight broke out, and a woman had her chest exposed. Staff laughed and refused to call the police until other guests insisted, saying, “I’m not dealing with that.” It felt hugely unsafe and unprofessional. I'm very disappointed and hope nobody else has a stay this bad.

The staff were extremely kind, and I really liked the breakfast. They worked hard cleaning up after everyone while still smiling. The rooms are beginning to look a little worn, and the beds are firm, though everyone has their own mattress preferences. I'd come back. USB outlets in the rooms would be useful.

The only parts of the weekend I enjoyed were dinner at the restaurant, the bar, and breakfast. This hotel isn't as fancy or high-end as it presents itself, and definitely wasn't worth $250 a night. I came from another town hoping for a relaxing weekend with my son, but the website's hot tub and heated pool pictures were misleading. The hot tub was removed years ago and the pictures were never updated. The pool was so cold I lasted only two minutes. I chose a “nice” hotel specifically for the pool and hot tub, and the front desk could only tell me to contact the manager. I had booked for four people, but there were only three towels and three washcloths, with no extra sheets, blankets, or pillows for the pull-out couch. The shower's body soap dispenser was completely empty, and the pop machine in the ice room wasn't even plugged in.