Hilton Garden Inn Columbus Airport

The roughest part was the state of the building. Floors were old and mismatched, some tiles were damaged, and the caulking needed work. Paint looked dirty or had been patched in a different color, and the chairs were stained. The decor felt dated, and the TV shut off by itself. A layer of added flooring was so thick the bathroom door wouldn't open. The elevators were unreliable. As housekeeping explained, one was the good one and the other wasn't. Several room doors needed to be jimmied because the handles didn't work, and they didn't close properly because they weren't plumb. There was also a phone message light that kept flashing with no way to turn it off. Staff said it was just part of the overall system. Parking was limited and in poor shape. The sidewalks had been cleared after snow a few days before I arrived, but the driveway and lot were slick and dangerous. The front desk staff seemed unconcerned and stayed busy on their phones. Housekeeping, though, was kind and explained ways to work around the many problems. This is a very tired property, and the front desk service is lacking.

Addis and Micheal at the bar and grill were easy to talk to, and the service was great. Sue at the front desk was helpful too. We had frozen food with us, and she put it in the freezer overnight. We were here for just one night before our morning flight. We'll visit Hilton Garden Inn again.

The room itself was fine, and the hotel is very close to the airport, which is handy for travel. My bigger disappointment was the customer service. I work for Hilton, but I still paid for my room and expected a proper check-in, directions around the property, and the offer of water. Just the basic courtesy you'd give any guest. Maybe staff get more relaxed when they see a team member, but that doesn't make it feel any better. I have no complaints about the property itself.

I was worried about leaving my Tacoma for 7-8 days, but Grant helped sort out my parking concerns and found me a spot up front near the lobby. That was a real relief. I also had a heating problem, and it was fixed within minutes. Everyone I dealt with gave outstanding customer service.