I often stay at the Hampton in Columbus, and recently encouraged co-workers to reserve there instead of the Hotels right next to Easton. The staff at Hampton has always gone above and beyond in my past experiences, so my disappointment tonight was enormous. The lack of concern, customer care, understanding and zero attempt to "make it right" was appalling.
I always reserve Non-Smoking King room. I developed brochial asthma after a bad illness and cannot sleep in a Smoker's room. Che checked me in tonight and gave me a Smoker's room. When I came back down to request another room, she simply stated that was the room that was reserved for me and they were sold out. When I showed her my confirmation profile reserved nonsmoking King, she simply said the room was assigned to me and she had nothing else to offer. A gentleman then came in after me, checked into his "non-smoking" room and went up. Why couldn't she offer me his room and let him deal with the Smoker's room? I was also shocked that she made no attempt to reserve a room for me at another hotel. She never even offered an apology.
I called my travel agency, who immediately found another hotel for me, and contacted Che to have the charges reversed from my checkin. Che said she wasn't authorized to reverse the charges or change my room. Who leaves someone "in charge" of evening check in, with no authority to "make things right" for a customer? Che advised she could do nothing, and we'd have to speak with the general manager in the morning.
I'm utterly disappointed, as I preferred staying at the Hampton... until today. I'm supposed to come back in two weeks, with co-workers, however, we shall see how the general manager handles this matter.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you so much for connecting with me yesterday, I have also spoken to your travel department and have reversed all your charges, I truly apologize for the mistake and we look forward to serving your lodging needs while you visit Abbott in Columbus, OH. If you need anything from us please feel free to reach out to me anytime!
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Have a wonderful day,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.