I want to first say I am an Elite Diamond member of the choice brand and have nothing but love for the brand, never been happier even as I am an equal member at 2 other brands. I point this out to describe the excitement I was feeling to get to stay at the Cambria Suites I have had heard so much about. So much that I planned this to accomodate the romantic plans for my wife and I as well as the neat accomodations I could provide a 7 year old with the mirage of her own big girl room. This was to be a trip of memories for the whole family and I was going to look like a champ. Instead I was made to look like the Chump. I booked this room over 2 months in advance knowing we would be in town for a national championship competition for my daughter. I asked management to help arrange a customary upgrade at my level to a particular room,either the hot tub"for romantic purposes" or the room with the additional bedroom for the daughter to feel like a big girl. Either one was assured to me by Chad the manager, all I had to do was call in to choice and book it first and spend 50,000 points( this =$7500 I have spent on business for the last 5 months) and book a regular room and they would upgrade it at time of arrival. I took a leap of faith and did so. 2 months go by and its the big trip, we are all excited. I get to check in and the fun begins. Kerry the front desk personel, has me in a regular room for the wrong amount of nights. I bring the notes that "are on the copy of the confirmation" to her attention, and that I was supposed to get another room. She develops a rude attitude and proceeds to tell me that" Cambria Suites" wouldnt consider upgrades. I explained I was an elite diamond member and already spoke to management, she cut me off and said " we have our policies and being a diamond member doesnt matter here this isnt something we are going to do. I told her she was wrong and it was in the notes, she continued to argue and said we have our policies and we stick to them. I suppose she read the notes and saw that I wasnt a liar and proceeded to backtrac and say we already gave you an upgrade, we gave you a room with a pull out couch. I replied an upgrade, as compared to my daughter sleeping on the floor? She asked did I want that or not, at this point, I couldnt see straight and just wanted my family to get settled. We get to the room and the upgrade to the pull out couch didnt have bedding, so I called down and never guess who brought it up. At this time my wife pointed out to her that the fridge didnt work and this was a concern given we had the competition to attend at 4 am and had no time to purchase the hotels $10 breakfast, she stated, its fine "All of our fridges work perfect in our hotel, give it time", we know what happened, the fridge didnt work and now I was looking for breakfast for my child at 4 am due to everything going bad. I contacted choice after our stay, they are awesome, they got on it, talked to the manager which was the original one chad, and said he is calling me back tonight to resolve this, they are ashamed and their policy says if anything isnt pleasing its on them. He never called until the next day afternoon after I called to choice back to let them know he never called as they instructed. when he did, He actually took kerrys side saying he spoke with her, she claimed to offer us other rooms, none of this happened, they always give upgrades, and sorry for any miscommunication but nothing I can do for you "but promise if I ever stay with them again he would continue to provide me with the service they take pride in" obviously I will not give them the option to serve me again with that stance as I explained to him. Side note maybe this is a bad one in the bunch, choice did take care of me out of respect, which is obvious not what you will receive from this destination.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank You for your feedback concerning your recent stay at Cambria Suites Polaris, I appreciate your patronage to Choice Hotels as well.
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Once again, we apologize that you were disappointed with your stay, and any confusion about the upgraded Tower Suite that you received. If you would like to discuss this further, please contact me directly by calling 614-841-9100.
We strive hard to ensure all of our guest have an enjoyable experience for which Cambria Suites Columbus / Polaris is famous for.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.