We were traveling with all of my husband's family - 8 adults and 5 kids in all. I booked four rooms at this hotel based on our experience at the Embassy Suites in Louisville, KY. Well, I now know after this past weekend that not all Embassy Suites are the same!
We arrived at 4:40 on Saturday - check in time is 3pm. Three of our rooms were ready, the fourth was not. The lady working the front desk killed time by checking around the hotel to see if she had four rooms together on the same floor elsewhere, and then said she didn't. By the time she was done checking her computer, apparently the status of my room had changed to "Vacant Ready," so she checked us in. Let me also point out that she told me housekeeping may be finishing up their "quality check" - some quality check, as along with the issues I'm about to list, I also found an empty tube of toothpaste in plain view on the bathroom floor.
Got to our room, and the first thing I had to do was call downstairs for a Pack 'n Play - absolutely fine, even though I requested it on my reservation, rarely does a hotel ever have it in the room when we arrive, so this did not bother me. What bothered me was phone call #2 that I had to make because we had no hand towels, and no wash clothes in our room. Then there was phone call #3 after I realized the housekeeping staff had been so generous as to leave us only 1/4 of a roll of toilet paper, and no extra roll.
Meanwhile, my inlaws had moved into the room next door. They were unloading their stuff, and a housekeeper took it upon herself just to swipe her key and let herself in to deliver some towels. Not even a knock first?
Thank GOD the people in the other two rooms had no problems, or I would have been embarassed, after we talked up what we thought was going to be a great hotel.
Now the pluses - the poor housekeeping lady that had to come to my room three times to deliver items that should have already been there was sweet as can be. The bartender working Saturday night was great! And the breakfast was fantastic. The kids also enjoyed the pool.
I'm in no hurry to return - we actually have reservations at the Cambria on Polaris this weekend, and although we have to pay for breakfast there, My room has always been stocked with the usuals upon arrival. I guess what upset me the most was when I arrived 1hr 40 mins past check in time, and our room wasn't ready. The front desk lady's excuse was "We had a full house last night and they're running behind." Well, that's fine and dandy, but if you have a full house, schedule enough employees to get the place cleaned up by check-in time! I would've been ridiculously upset had we arrived at 3pm with a cranky 2 year old needing a nap and we weren't able to check in.
We're planning another COSI trip next fall, and if the rest of our group wants to stay here, I will reluctantly book again. But if I have a choice, we'll go elsewhere.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you sincerely for your review of the Embassy Suites Columbus on Trip Advisor. We were very disappointed that we were unable to deliver the outstanding service that most of our guest enjoy while visiting our hotel. I utilized your review to speak with my staff about your visit and the many opportunities that you experienced. I assure you that this is not the typical service level at this hotel. I am very sorry that we did not live up to your expectations, Thank you again for your invaluable feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.