Extended Stay America Suites - Columbus - Polaris

Poor

Liked: The location was good.
Disliked: The facilities are lacking. The toilet in our room was broken. We couldn’t find anyone who worked there to request a repair or ask if there was another restroom to use, so my boyfriend had to walk across the street and use the restroom at a Wendy’s. The whole stay was very inconvenient. I called the hotel prior to the end of my free cancellation window to make sure it was okay that our arrival time would be 2 am on the day of our reservation. They said it was no problem and made a note of it in the system. When we arrived, the system was running was the front desk attendant referred to as “the night audit” and made us wait 30 minutes until the computer restarted to begin check in. She then created a new booking for me because the computer canceled the one I booked, and told me my new rate would be 20% higher than the original room. She assured me I wouldn’t be charged for the room I booked on Booking.com. The entire check-in process took about 45 minutes because of this. After check out, I was actually charged for both rooms—the one I originally booked, and the room at the more expensive rate. The hotel reimbursed me for the cheaper one, even though that was the one I booked. Had I been aware of this issue when I called prior to my stay, I would have canceled my booking and stayed elsewhere.