2/10 Terrible
Raquel M
Travelled with family
29 May 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
I booked my stay through Hotel.com at the MainStay Suites in Columbus, GA, and unfortunately, it was a series of disappointing events. The first room I was assigned had a strong mold smell in the bathroom, which prompted a room change. The second room was fine, but the toilet didn't work, so I had to switch rooms again. Finally, we were placed in a room that seemed okay, and we had no issues until check-out day.
As part of my usual routine, I pulled back the sheets and gathered all the dirty towels to place in the corner. That’s when I discovered what appeared to be a large bloodstain on the mattress—along with the stain bleeding through onto the mattress protector. I took a photo and immediately showed it to the front desk, and they agreed to refund me for the entire stay.
However, the real issue is with Hotel.com. Despite the hotel agreeing to the refund, Hotel.com has been giving me the runaround. I’ve been in contact with the hotel, and they confirmed they haven't received anything from the booking site. I've had no resolution from Hotel.com so far, which is incredibly frustrating.
I understand that things can go wrong, but when it comes to customer service and communication, this experience has been far below expectations. I’m hoping this gets resolved soon, but for now, I would caution others when booking through this site, especially in terms of customer support after a problem arises.
Raquel M
Stayed 4 nights in May 2025
