Business ProfileforFour Points Polaris - Columbus

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.