Not honest, dirty, bugs, loud...
We visited Columbus, IN in Sept 2016 due to a family illness. Since we were not able to stay with family, we needed somewhere to stay for two weeks. Since we were going to be there for a while, we decided that my husband would also work while we were up there visiting since his job allows him to work in any state. As we were online looking for places to stay, we came across this hotel. We saw the heated, indoor pool and got very excited since we have a 6 year old daughter who would be there as well. We called the hotel directly and confirmed that this was the place with the indoor pool, even went as far to say "the one with the palm trees painted on the walls" to which they confirmed that we were looking and talking about the same place. When we checked into the hotel late Thursday night, my husband and daughter couldn't wait to go swimming. The front desk said that the pool was still open, so they hurried up and got changed and in they went. Only after getting in did they realize that the pool was ice cold. They were talking to each other in the pool saying how cold it was and that's when a lady sitting in the pool area said "oh, this pool has been broken for a week" We asked the front desk what was wrong and they told us that they had someone coming to fix it. Friday, Saturday, Sunday, Monday, nothing. Still broken. Then Monday afternoon, we noticed a sign that said that the pool was closed for scheduled maintenance. Our family that came to pick us up since my husband had the car while he was working, they asked the front desk about the pool maintenance and the lady's response was "well, it's really just broken. You can go in if you want" We were stuck. We felt like we gave them more than enough time to get it fixed and with lies and not to mention, them not telling us upon check in that it was broken, even after we asked how late the pool was open, we were furious. My husband worked all day Monday and Tuesday. Monday morning, we got woke up by loud banging. We found out then that the hotel was under remodel (which was not mentioned to us either) There were loud noises, saws, hammers, big machines outside, the list goes on and on. By Tuesday night, another day with no heated pool, we were done. We went and found another hotel to stay at starting Wednesday so we didn't have to pack everything up with a 6 year old late at night. We talked to the manager on duty and told them all the issues we were having and told her that when we were online looking for another hotel in the area, we noticed that the price we were paying per night was more than it was showing online. She did give us the same rate of the online price and one night for free. That was it. She said it was our fault we didn't check out earlier. We explained to her that because of the situation we were in and the lies that they kept saying that they were getting the pool fixed, that it why we had to stay as long as we did. We checked in late Thursday night and checked out first thing Wednesday morning. The manager said her hands were tied and what she did for us was all she was allowed to do. We called the corporate office to let them know and they did NOTHING!!! This place has bugs, was dirty, the breakfast was edible, but that was it, it was loud, we could smell cigarette smoke coming from a room across the hallway (the whole hotel is non-smoking), the weight limit on dogs is 80lbs with no breed restrictions. There were big, aggressive dogs allowed in the hallways. This is in no way, shape or form a good hotel. The place is a dirt bag hotel. NEVER STAY HERE!! less
Sheena G, Manager at BEST WESTERN Edinburgh/Columbus, responded to this review
Thank you for completing the survey regarding your stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. At Best Western we strive every day to provide a superior customer experience. I am sorry we weren’t able to do that for you. We will use the feedback you gave us to implement improvements to ensure we provide a better experience in the future. Again, we appreciate you taking time to help us improve and encourage you to allow us another opportunity to provide you with a more pleasurable experience as this is not our normal standard.