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BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Renaissance Columbus Downtown Hotel meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Renaissance Columbus Downtown Hotel include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Renaissance Columbus Downtown Hotel
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: April 02, 1998 Business started: 01/01/1960 Business started locally: 01/01/1960
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Division of State Fire Marshal
8895 E Main St, Reynoldsburg OH 43068
http://www.com.ohio.gov/fire
Phone Number: (614) 752-8200
websfm@com.state.oh.us

Type of Entity

Corporation

Business Management
Ms. Geri Lombard, General Manager
Contact Information
Principal: Ms. Geri Lombard, General Manager
Business Category

Hotels Wedding Consultants Event Planners Event Planners - Corporate Banquet Facilities Caterers Party Planning Restaurants Ballrooms Conference Centers

Alternate Business Names
Latitude 41 Marriott International The Columbus Renaissance Hotel

Additional Locations

  • 50 N 3rd St

    Columbus, OH 43215 (614) 228-5050

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Email Addresses

  • - Communication/Mass Email
  • - Customer Service
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Complaint Detail(s)

2/21/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A hold was placed on my debit card for more than was advised and upon leaving the hotel charged more to my credit card than was on my ******. On 2/3/2012 I checked into the hotel in a regular room and the hotel authorized my credit card for my stay plus a deposit. Shortly after checking in we upgraded to a suite and the hotel authorized my credit card for more money. Upon questioning the second charge I was told that it was an additional deposit because we had changed rooms. On Saturday, 2/4/2012, we had asked for our room to be cleaned before leaving the hotel for my brothers wedding. When we returned around 11pm the room was still not cleaned. My wife approached the front desk and told them that it was unacceptable and they took care of it. We were speaking to an employee by the name of ***** who was trying to be of as much assistance as possible. They had said that they would credit us one night stay because of the inconvenience and that they wanted us to have a nice stay. While they were taking care of that, the alert from my bank account went off on my phone telling me that Renaissance had just authorized another $227.46. At this point we went to ***** and questioned the charges that were pending on our account which totaled the $880.49. She and another employee were speaking to us and stating the we were correct and that much should not have been authorized and that they would contact the bank to take the hold off of the funds that were not supposed to be put there. Once ***** talked to the bank they had to speak to me to give authorization to allow ***** to take care of the charges that were pending. She finished with them and told me that she had to send over a fax and that they wouldn't be able to show it in my account until Monday morning. Although I still was not super happy with the results, she was trying. Monday came and went and the charges were not only still pending, but as of today, $248.11 has cleared my account. Which is in excess of the $232 that my reciept shows I was being charged.

Desired Settlement: I believe that I should not only be given the money that was overcharged to my credit card, but I also believe that I should be credited for the inconvenience of having to take even more time to address a situation that was supposed to have already been taken care of. My last conversation on this subject with ***** was at almost 2am on Sunday morning and she had garaunteed me that it was taken care of. And still more than 2 days later I am still trying to settle this matter.

Business Response: Ms. ********* First I would like to apologize for the inconvenience you experienced at our hotel. I understand that you used a debit card to pay for your reservation and an authorization hold was placed on your card. This is a standard practice and each bank treats it differently on when a hold is released. We believe that because the card was initially declining that it may have continued to try for authorization. Once the actual charge is processed, the authorization will also be released which usually takes 4-5 business days for a hold to be released. For the inconvenience, I am going to issue a rebate for your second night of room & tax. You will be receiving a credit to your card for the amount of $177.46. I hope your travels bring you back to Columbus and that you would give us an opportunity to show you the service we are known for providing.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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