I frequently stay in a Garden Inn (Hhonors Gold) because of consistent service, food and accommodations. The Hilton Garden Inn at the Columbus, OH airport met my expectations with regard to food and accommodations but not service. I checked in late on Sunday, October 23 for a two night stay. Monday morning I tried to access my email before my first appointment only to find that wireless signal was all but non existent. No problem since I had an Ethernet cable and there were instructions sitting in the middle of the desk about using a wired connection. No luck since I found there was no wired connection. I stopped by the front desk on the way out and identified myself by name and room number. I indicated that there was a problem and I would really need internet access in the afternoon. She said that they were aware of a problem but I could sign on to the Hampton Inn site (they share a parking lot) and she provided me with the sign-on. Came back in the afternoon and found that the Hampton Inn site wasn’t even an option. Call to the front desk and a different clerk indicated that I was on the wrong side of the hotel to access the Hampton site. He also indicated that the Garden Inn had been having problems for some time. He asked me to give him 20 minutes and he would get me a room across the hall. I got involved in another call for about 45 minutes and heard nothing from the front desk. Went down to the desk. Clerk indicated that they didn’t have a room clean. Very poor customer service since the front desk already knew I needed to move and had also committed to a 20 minute wait. Clerk called housekeeping and found a room. I indicated to him that I was very disappointed about the level of service and asked that he pass on my disappointed to the general manager. Either that never happened or the general manager didn’t care since there was no follow-up. For me customer service sets the tone of a property. The staff knew the problem existed but did nothing until it was raised as a problem by the guest. Not a very proactive position to take!
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- Also Known As:
- Hilton Garden Inn Columbus Airport Hotel Columbus
- Hilton Columbus
- Columbus Hilton
- Hilton Garden Inn Columbus Airport Ohio