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“Great hotel, but the staff? Not so much.”

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Sheraton Columbus at Capitol Square Hotel
Ranked #55 of 145 Hotels in Columbus
Reviewed 27 June 2014

My fiancé, myself, and two of our friends booked a room on the 9th floor (912) for the weekend of Trotcon. We really enjoyed the hotel itself, but many of the staff were very unpleasant, and we have a few minor problems with the hotel.

Positives:

1. Valet service (although expensive) was very professional, and polite.
2. Room was spacious, beds were very comfortable, and reasonably clean.
3. We had a beautiful view of the buildings across the street from our room, and could see helicopters flying in to the hospital across the city. It was really neat.
4. There's a little strip-mall attached to the hotel that has a few nice shops and a Chinese place in it.
5. The hotel is huge! We were there for a convention and there was plenty of space.

Negatives:

1. Upon arrival, our shower was not functional. We had to call for maintenance. You'd think this would have been noticed when they cleaned our room...
2. The elevators were broken a lot during the weekend, and nobody knew where the stairs were located.
3. The escalators were not functional. The one going up worked after the first day, but the one coming down did not work the entire weekend.
4. There's a Starbucks inside which is great, but it has really weird hours and seems like it's never open.
5. The strip-mall connected to the back wasn't open all weekend, except Lee's China Kitchen (which was very good).
6. The staff at the front desk were very unpleasant. The entire weekend, they gave us snooty looks and acted as if they thought they were superior to everyone there for the convention. We still had to check out of our rooms by noon even though the convention did not end until 5 or 6 that evening. They told us we could store our luggage at the front desk, so we got a cart to bring it all down on. A couple of the men working service threw a fit and complained to us about how short they were on carts, and gave us attitude when we brought our stuff down on one to be stored. The staff at this hotel CLEARLY cared more about the people still coming in to pay than about the people who had already given them money.
7. Room did not have a refrigerator, which even cheap hotels are able to provide.
8. The ice machines from floors 9 to 14 did not work ALL weekend...

Not sure that I would stay at this hotel again. It really wasn't worth what we paid to stay there.
Hope this helps.

Room Tip: Choose a room on a lower floor, the elevators weren't working properly when we stayed.
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  • Stayed: June 2014, travelled with friends
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2  Thank Brooke E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sheraton C, Manager at Sheraton Columbus at Capitol Square Hotel, responded to this reviewResponded 9 July 2014

Re: “Great hotel, but the staff? Not so much.”

Dear Brooke E,
Thank you for your feedback and taking the time to post your comments. As a management team, we take all comments seriously and share them with our staff, so we may resolve any and all issues. We apologize for the numerous issues that you experienced during your stay, these are not a standard and we will use your comments to help us in our efforts to improve our service. As far as the refrigerators, we actually have upgraded rooms with refrigerators and microwaves. There are only a few of these rooms per floor at a $20 upcharge per night because these rooms are also slightly larger. These rooms also sell out fairly quickly, so they may have not been available during your stay. Again, thank you for the comments, and we hope to see you again for your next stay in Columbus.

Sincerely, Manager at the Sheraton Columbus Capitol Square

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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327 - 333 of 507 reviews

Reviewed 26 June 2014

Hotels and resorts often give off a vibe. They may feel warm and friendly or quiet and relaxing. The Sheraton Columbus is apathetic. This is a hotel that has given up. Or maybe one that just never really cared in the first place.

Despite a prime location across from Ohio Capitol complex in downtown Columbus, the property is unremarkable. The air of indifference permeates the hotel from the decor to the lackluster attitude of the staff. Rooms appear to be lazily serviced - they are insufficiently clean (dust in the corners; grimy bathtubs; stained curtains and walls), inadequately stocked (conditioner, but no shampoo; incomplete sets of towels), and haphazardly constructed (wall hooks that droop because they are not properly secured; deadbolts not properly aligned so that doors must be slammed to close). When faced with a challenge, such as the air conditioning not working throughout the entire building, the staff retreats, failing to notify guests as they check-in of the problem or express any interest in solving it or finding a way to make it easier for their guests stuck in a stuffy, muggy building to cope. The attitude throughout is "eh."

In truth there aren't many options for visitors in downtown Columbus, so the Sheraton may be lazy because they don't feel the pressure that comes from competition. Still, I would urge travelers to seek out other options before considering a stay at the Sheraton Columbus.

Room Tip: The sign above the valet podium (the only option for parking at the property) warns that it may take...
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  • Stayed: June 2014, travelled on business
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1  Thank beachgirl722
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 June 2014

Enjoyed our stay at the Sheraton very much. The property has a very nice internet lounge on the 1st floor with adjacent court yard with beautiful fountain. Our room had one of the most comfortable beds I have ever slept in. Windows with views of the capitol building covered one entire wall of the 15th floor room including the spacious bathroom. The staff was very cordial, especially Stacy at check in and Sean our valet who was very helpful. It was a busy weekend at the hotel and even though one of the elevators seemed to be not working at times- we didn’t have to wait long. I recommend staying at the Sheraton Capitol Square and will stay there again.

  • Stayed: June 2014, travelled with friends
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Thank froggybottom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 June 2014

I have been traveling every month, for 4 years, for my work. I am a huge fan of SPG hotels but this Sheraton has serious staff issues. I was supposed to stay 2 weeks but only stayed 3 nights and then moved to the Sheraton Suites Columbus (thx god). HUGE internet issue all across the hotel (20kb/s capped speed) due to some "router update"... (makes no sense). The two times I ordered room-service, then made a mistake and took way too long to fix it (30mins and 2hours respectively). The Club lounge service is bad, the staff is not paying attention at all. No knife and/or no plates, half-broken coffee machine the first day, working coffee machine with only 1 cup size, which is too small (big spill guarantied, with a staff too lazy to clean it up) on the second day, and out-of-order coffee machine on the 3rd day because the staff is too lazy to empty the coffee trash bin, the lady telling me simply that "I just hate this machine" and leave, after I let her know about it... so I guess... you get food or plates or coffee only when they feel like it =\

At the end, going to Sheraton Suites instead, a little bit further from my work was an excellent choice. 50$ less per night, free parking (instead of 23$) and a much larger room and nice staff, always friendly.

End of the story

  • Stayed: June 2014, travelled on business
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1  Thank Samuel P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 June 2014

From the moment of entering the Lobby - all exceeded our expectations. What a surprise discovery was Sheraton Columbus. We had taken up the advance email offer for Club Lounge access, at a very nominal charge, but had not expected the Lounge to be so lovely, on the 20th Floor, with outdoor verandah that commanded superb views of historical State legislature buildings and manicured gardens. The pretty, blond lass at reception could not have been more friendly and welcoming - with all the hussle and bussle of 5 PM on a Friday afternoon! The room she assigned us was huge; just below the Lounge on the 19th Floor - watching sunset that night was a dream. What a pity we had to leave Columbus the next day as they were setting-up for a special R&B Concert in the adjoining, beautiful Columbus Commons - what a great public facility. Say Hi to Rick in the Lounge; he helped make our stay.

Room Tip: Take-up Club offer - it 'may' secure you a better, upper-level room.
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  • Stayed: June 2014, travelled as a couple
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Thank GerryJSydneyAU
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 June 2014 via mobile

No complains. Everything was good. Great location. It was almost perfect for us. It is a large hotel, so it is not easy to satisfy everyone and excel on every level, but it was very pleasant stay and I would stay there again gladly. Loved summer in Columbus!

Stayed: June 2014, travelled on business
Thank Dream_traveler88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 June 2014

So, this hotel is a mix of good and bad. On the one hand, it has a good location in downtown Columbus, its front desk staff are very friendly and professional, and the hotel's gym has good equipment and a great view of the city. On the other hand, my room had dirty glasses (featuring lipstick) when I checked in and didn't seem to be particularly clean (i.e. small detritus on the floor). I did bring this to the attention of the front desk staff, and a maid was sent up to the room, though he/she didn't really do much other than leave me a rather sizable amount of bottles of shampoo, conditioner, mouthwash, and body lotion and towels (the dirty glasses were still left behind, and I eventually gave them to the front desk because they were gross to look at). I really wanted to give this place a higher rating but I think the management needs to do more to ensure that the hotel's rooms really are clean when guests arrive.

  • Stayed: June 2014, travelled on business
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2  Thank Ben H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sheraton Columbus at Capitol Square Hotel

Address: 75 E State St, Columbus, OH 43215-4203 (Formerly Hyatt on Capitol Square)
Phone Number:
Region: United States > Ohio > Columbus
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#5 Luxury Hotel in Columbus
Price Range: £82 - £167 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sheraton Columbus at Capitol Square Hotel 4*
Number of rooms: 400
Official Description (provided by the hotel):
Sheraton Columbus Hotel at Capitol Square is near Ohio Statehouse, OSU, German Village and the Theatre and Arena Districts. We have 16,500 sq ft of meeting/event space and on-site dining. ... more   less 
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Also Known As:
Hyatt Hotel Columbus
Hyatt Columbus
Columbus Hyatt
Sheraton Columbus At Capitol Square Hotel Ohio

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