Aloft Columbus Westerville

The night auditor was kind and did what she could, including bringing an extra blanket when she noticed the room was cold. Even so, the stay was frustrating from the start. Our flight was delayed, so we arrived around 12:45 AM. Before unpacking, we spotted human hair on the shower walls and tiles and reported it. It took about 25 minutes to switch rooms, then the first replacement key card didn’t work, and the next one failed too. After another 15 minutes, we were given a first-floor room. That room had a carpet coming up, a bathroom sliding door off its track that wouldn’t close, water-warped nightstands, and moldy shower grout. It didn’t feel hygienic, and the AC/heater was so loud we got barely three hours of sleep. In the morning, we asked the auditor for a refund. She was dismissive, said she couldn’t issue one, and wouldn’t give us the manager’s contact details because of privacy concerns. She offered another room, but we’d already changed rooms twice and declined. She said to open a case with Marriott Bonvoy. We checked out and contacted Marriott Bonvoy the next day. They refunded three nights but charged us for the first, which we feel was unacceptable in these circumstances. We stayed respectful, but the whole ordeal was exhausting. I’m sharing what happened so others know.

Rebecca made happy hour a highlight, and her suggestions and creations were great. The bourbon and whiskey selection is spectacular for a hotel and really appeals to the Midwest. I already liked this location, and happy hour sealed the deal. We’ll be back. Thanks, Rebecca!

Everything else was perfect, but I left disappointed by the night receptionist. She was so cold and harsh, acting as if she owned the place. Her attitude felt more like a detention center than a hotel, and I even asked her if she was angry.

The rooms are really cute, and in the past my problems here have always been taken care of. Lately, though, management has been terrible over the last five or six months. I tried to speak with Elizabeth, who helped me before, or have her call me, but the young woman at the desk first denied knowing her and then said she was gone and that it was sad because she’d caused many issues. I was stunned. Elizabeth was so sweet and the light of the hotel, so hearing her spoken about negatively like that was inexcusable. I was told management wasn’t there at noon on Monday. I called again Tuesday, and the front desk associate Jenna, who said she was the supervisor, stated that management was not out of town. I don’t understand why Jenna would say that. I’ll be going to another chain, and I’ll call Robert Ryan myself.