Complaints

This profile includes complaints for Four Points Polaris - Columbus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Four Points Polaris - Columbus has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Four Points Polaris - Columbus

  8505 Pulsar Pl Columbus, OH 43240-2030

• 

  Four Points Polaris - Columbus

  3958 Brown Park Dr Ste B Hilliard, OH 43026-1160

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a room at this hotel for March 2-March 5. March 5 it was raining and we returned to our room late to find a massive water leak. The leak was about a foot in from the windows so it was coming from above. We were on floor 2 of the 5 story building which means the leak was likely going though multiple floors above before entering our room. The leak spanned 6-8 feet across and appears that staining from prior leaks was painted over. Hotel staff placed three large bins, at least one being a recycle bin used for trash, to collect the water. The room was damp and cold. The hotel had never contacted us after discovering this leak and we returned to our room late. The next day we were gone all day. The room was still damp and cold and the hotel had not taken any additional mitigation efforts such as drying fans. We decided to pack up and head home that night after our day’s events rather than stay in this hotel. We arrived home after 2:30 in the am due to leaving this bad situation. The next day I called the hotel and spoke with a person identifying herself as the hotel manager. She only offered $20 off per night. I said that didn’t even cover the night that we left early due to inhabitable conditions. The best she would offer was 25% off. This was unacceptable since this was the worst hotel stay we ever had and we were concerned about mold given that the leak appears to have been painted over. She said she would call the next day. She never did. I waited all week and she never called. I opened a ticket with Marriott/Sheraton corporate offices which took about an hour on the phone. After a few days the hotel responded via email and almost the whole response was untrue: she said we refused a new room, this is false, they never offered one; she said I complained to staff then referenced what she told me when I was at her desk. Also untrue as I had called and did not speak at her desk. Had additional follow up calls with corporate and the hotel was not responsive.

  Business Response

  Date: 03/30/2023

  We have already spoken to ***** on few occasions for now. He was compensated the agreed upon 25% discount for the inconvenience. We offered apology numerous times and so did the Marriott Customer Care department. We had offered him to move the room but he denied. There was not much we could do after we attempted to resolve the issue. 

  Customer Answer

  Date: 04/03/2023

  (1) the hotel did not resolve this issue. Not only would a 25% discount not address this issue but they never did apply such a discount as stated. This is a lie. I am providing the BBB a screen shot from my online bank statement showing the only transaction on my account was the original charge in full. As the screen shot evidences, the range covers from before our stay until the date of this response. (2) The hotel never offered to move our room. This is a lie. We had to leave a day early due to the inhospitable conditions. We never rejected a room change because they never offered one. (3) An apology, without a full refund, means nothing. 
  

  Business Response

  Date: 04/10/2023

  We have no further comments. The case was addressed with Marriott customer care already. The customer keeps going in circles and posting this duplicate issue on any/all available social sites. We feel we have resolved the matter and will not be intervening anymore. 

   

  Customer Answer

  Date: 04/13/2023

  The hotel has not addressed this issue. I have posted evidence of the inhospitable conditions of the room in the form of numerous photos and a video. Hotel management has only posted inaccurate and fabricateds repsonses. For instance, the hotel posted that they provided a partial refund of 25%. Not only is this not nearly sufficent for the deplorable conditions of our room, but this is completely false as proven by the evidence I posted showing no such refund was made to my bank account. The hotel's most recent response blames the victim and is not accaptible customer service. (1) The issue was not addressed with Marriott customer care, Marriott customer care only acts as a mediary between the parties; the hotel must still address the issue, which they have not. (2) The hotel stated that the customer "keeps going in circles and posting this duplicate issue on any/all available social sites. (i) Rather, it is the hotel that keeps lying about issuing a partial refund; and (ii) I have not posted to any social sites at all, which is why the hotel did not provide any supporting evidence backing this allegation. Our terrible experience at this hotel is fully supported by evidence that I have provided; I have countered their dishonest responses fully with evidence; and it is actually the hotel that keeps going in circles, merely stating that they apologized that we paid for a room with a massive water leak, and they will not give a full refund and continue to lie about issuing a partial refund of only 25%, which they never did. Horrible experience, and even worse customer service.