I recently stayed at this property for an OSU game. Hotel was built in last 5 years, and is very new in appearance and smell. The staff was very friendly and often greeted you as you walked through the halls. Best looking hotel in the area, with many restaurant (fast and sit-down) nearby. Workout facility was clean and had enough equipment for a quick workout. The pool/hot tub were very relaxing and quiet. The rooms were very clean, and well taken care of. I am Platinum with Priority Club and was give a free bottle of water and snack upon check-in, which is all I really expected for a Holiday Inn Express (sometimes I get nothing at Holiday Inn Expresses).
Breakfast had a good array for a morning after partying. My only concern here was the eggs were watery and cold, and the attendant told me that was because I came down to eat at 9:15am, and the buffet closed at 9:30am. They apparently did not want to refill the eggs or keep them warm since it was the last fifteen minutes. CHEAP.
My only other concern with this hotel was the fact that when I booked, the front desk person told me that they had a shuttle on-site, which I assumed would be good to get to the OSU game. They failed to tell me that they don't run the shuttle on game days. When I told the front desk (day of the game), that I needed a shuttle, they said we don't run those on game days, but I can call you a cab or you can walk (15 minute walk or about 2 miles). I asked why they didn't run the shuttle, and he said because it would take too long to get there and back. It is only 2 miles down the road so gimme a break. I asked the front desk attendant to speak with a manager, as I wanted to be compensated for the taxi ride because I was lied too, since I was getting less services, and I was told they are not available right now, even though one was sitting in their back office with the door wide open. I felt really neglected and that they didn't care that a Platinum member decided to stay there, and was being told indirectly "don't come back to this hotel because the managers don't care about you." Also came across CHEAP to me about the hotel management, after they double their nightly rate for home game weekends. I just don't understand how hotel management could be this CHEAP, and not only make me pay $225 per night to stay there, but then take away amenities that come with the hotel under the normal room rate, and make me pay an additional $15 each way in a taxi. Varsity hotel across the street offered shuttles the whole time.
All in all, this property is a good hotel, but not for game weekends, as they under-staff their shuttle service, and skimp on the breakfast buffet. As a platinum priority club member I expect a higher nightly rate to mean a better hotel with more services, not less. Not sure if I will ever stay at this location again as a result.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for taking the time out of your busy schedule to write such a detailed review. I really appreciate your feedback and we take comments both good and bad very seriously. I’m very pleased to hear that you appreciated the appearance and aroma of our hotel. We put a lot of effort into our cleanliness here and hearing that a guest appreciates that makes the effort well worth it. I am also glad to hear that you were able to take advantage of both our workout facility and our relaxing Spa/Pool area while you stayed with us.
I do however regret that we were unable to meet your expectations with our breakfast service. I also regret to say that it dissatisfies me to know that you were inconvenienced with our shuttle service due to a misunderstanding. For future reference, please note that our shuttle is an amenity that we gladly provide, so long as it’s booked in advance, and it’s not on a weekend or a big event such as a game day. We have this policy in place because of the traffic that is caused during these times that would prevent our driver’s ability to provide this amenity to every guest who requests it, and we just want to be fair. I hope you can understand our reasoning, and I apologize it was not stated to you when your reservation was made. We are still a growing hotel and we hope to improve our shuttle service as we continue on.
Also, as a Platinum member I do appreciate your loyalty to our brand, and I would love the opportunity to regain your confidence in our hotel here at the Holiday Inn – OSU area. If your travels should bring you back to Columbus, Ohio I ask that you allow us a second chance to make up for your last stay. It would be an honor to serve you again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.