Reviews

I have stayed at Hilton Columbus at Polaris from December 7th to 11th 2023 for a 4 nights. When I made the reservation, I paid with my credit card. Upon checking in on the 7th, I was asked to provide my credit card information. However, I noticed that I have been double charged in my January credit card statement. Despite calling the hotel and leaving several voicemails with the Hotel accounting line, I haven't received a response.

We have reached out and left a message stating that we need more information about this. We have not received a call back. In our reservation system, we had a total of 28 reservations under the name “Zhang”. 1 no showed, 9 were cancelled and 18 people stay with us. Of those reservation under Zhang, NONE of them were named Andy. Please call our Director of Finance, Andy Barrick at 614-310-0536. He will also send you an email asking for more information so that we can resolve this issue.

Will never stay at a Hilton property again after the experience I had with the front desk staff and others at this facility. Daughter provided welcome bags for approximately 30 rooms for guests for her wedding. They were behind the front desk to be handed out upon arrival. Later in the evening, almost all the bags were still behind the desk. When asked, they indicated there was nothing in their system to hand out the bags so they weren't going to hand them out (despite the fact that the bags were put behind the desk on a nice table with white table cloth by the Hilton and the Hilton Planner had agreed to hand these out long before the wedding night). When asked if they were going to hand them out going forward, they indicated no, were incredibly rude and derogatory. Yes, things got heated and escalated. Rather than just say, sorry for the error, let us look into it, and we will correct it going forward which would have de-escalated the entire situation, they said that they were NOT. They did not know who was in charge of the entire property who was on site despite repeated requests. Later, the staff said that things were said that were not said. Multiple persons checked in who were told that they had multiple rooms despite the fact that they had only booked 1 room. Told they would waive the charge this time but next time they would be charged. Later, guests checking in were told that the bride and groom were kicked out of the hotel. That is also not true as the groom was not even staying at the hotel and it should have been worded that the person was no longer staying at the hotel. There's plenty more that could be written here but of the thousands of nights I've stayed at hotels around the world, no staff was ever more rude, derogatory, degrading, poorly trained, and not worthy of additional future business than this staff. I will NEVER stay at a Hilton owned property again as a result of this experience. A 1 rating is 1 point too high.

Once again, I apologize for the unfortunate situation that occurred during your stay with us. After speaking with you and your husband this past week as well as providing compensation to your daughter, I had hope that this matter had been resolved. We are addressing all issues that occurred in order to be better prepared in the future. We do take pride in providing the best customer service possible and we hope that others will see that this was an isolated incident.