Homewood Suites by Hilton Columbus/Easton, OH

Our room wasn’t ready for us properly: there were no toiletries or towels, and only one bed had pillows. We asked twice for the missing basics and never got them. This was a shared Homewood Suites and Hilton Garden Inn property, but we stayed on the Homewood Suites side, where there was no staff or management on-site from Friday through Monday. We had to walk to the Hilton Garden Inn for help because nobody answered the phone. The safety issue was even more alarming. My husband’s truck and at least four other vehicles were broken into in the parking lot. Glass was left on the ground and not cleaned up, and debris damaged all four of my husband’s tires. I later found other reviews describing this as an ongoing problem, but we weren’t warned, despite traveling with children for a cheer competition. We couldn’t get a manager on-site or by phone. A promised 9:00 AM call never came, and for more than 48 hours we tried to reach someone with authority. We were overcharged $56, which couldn’t be resolved without a manager, and even Hilton customer service couldn’t reach anyone at the property. It’s extremely disappointing that Hilton corporate says it can’t help because the hotel is independently owned. With the lack of staffing, poor room preparation, safety concerns, and no accountability, I’d strongly advise avoiding this place, especially with family.

We stayed at Homewood Suites by Hilton Columbus Easton from July 9-12 for a youth "stay and play" baseball tournament. I wanted to contact corporate, but couldn’t find an email, and Chat Now didn’t work on the website or app. Communicating with the hotel had already been difficult. Getting a simple reservation change made before arrival took several days of unanswered calls. Even Hilton’s main customer service line couldn’t get through. I finally reached someone the day before check-in, which was stressful. During our stay, breakfast was missing plates and bowls the first morning, then opened almost 15 minutes late the next, leaving families heading to early games scrambling. After housekeeping serviced our room on Day 3, we had no towels. I called, waited over an hour, then asked in person and was told again they’d be sent up. Eventually just one towel arrived for three guests. I was told supplies were limited, so I tracked down a housekeeper in the hallway. She was kind and helpful, the only staff member who seemed concerned about guest experience. We still lacked washcloths and used face cloths I’d packed. I also found small insects in the bathroom on two separate days. I wasn’t directly affected by the parking lot break-ins because we checked out a night early, but other families from our team said their car and several others were broken into that Saturday night. They described it as an ongoing issue, with nothing being done. The property itself was clean and well maintained, but this fully booked weekend was a letdown given Hilton’s reputation. I understand high occupancy can stretch resources, but towels and breakfast on time are basic needs. I’d hesitate to recommend this location, particularly during peak events.

The manager told me I’d receive a partial refund, but now they’re refusing to honor that promise. That lack of honesty and customer service is appalling. I was in town for a huge fundraiser starting at 5:45 am Saturday and had a packed Friday evening. I planned to check in quickly at 6 pm, but was told my room wasn’t ready yet. My husband, son, and I stood in the busy lobby for 30 minutes, with no acknowledgment of our discomfort or lost time. I’ve never had a room not ready at 6 pm; they could have let me know in advance so I could plan differently. It felt like total disregard and disrespect.

After a seven-hour drive for work, I got a call close to midnight saying my reservation had been canceled because the hotel was overbooked. I’d booked two months earlier, and this was completely unacceptable. I went to the Hampton Inn down the street, where the front desk worker said this happens often at this Homewood Suites. They said I should have been rebooked at a neighboring Hilton, and that canceling me was especially wrong since I’m an Honors Gold member. Management needs to be replaced with competent people.