My family and I were visiting Columbus from Georgia for a wedding. We arrived late Friday night to check-in to our 2 non-smoking double bed rooms, only to discover that one of our rooms reeked of a horribly strong smoke smell. My family all has asthma and can not physically be around such a strong smoke smell. My mother and I went back down to the front desk to see about getting a room change. The desk clerk did not stand up to talk to us at any point in our many conversations nor did he wear a name tag or look presentable or professional. He said that the hotel was completely sold out of non-smoking rooms. He did not offer any solutions to our problem. My mother was the one coming up with the ideas of how to fix their screw-up with our room. We suggested a roll-away bed, but the desk clerk explained they were all in use. We suggested an upgrade to a different type of room, but were told that the only ones available were smoking. I have worked in a Baymont hotel before, so I had an idea of his job and how a hotel works. So I asked him if he had called the surrounding hotels to check their rates & availability. He told me he had not, but that we could if we wanted to, but he offered us no phone and no phone book or numbers. We called several places, but all of them were sold out as well, because of the Ohio State Fair, which the Baymont desk clerk did not inform us ignorant Georgians about. After an HOUR AND A HALF of going back and forth from the front desk to the one non-smoking room that we had, the desk clerk exclaimed that he had a room available for us two floors above the room we already had. He said that it was non-smoking with a single queen bed. The desk clerk then said that someone had checked into that room earlier, but had decided to leave shortly thereafter. We have no idea why he did not offer us this room in the first place, but we assumed that it was because the previous guest had checked-in and -out within the 90 minutes that we had been struggling to find a solution. We went up to check it out, and the bed was ruffled on top looking like someone had just laid on top of the sheets to watch TV. We reported this to the desk clerk, and he looked confused exclaiming that the room was "clean" in the computer and that no guest had been in there since the day before. It was very late at night, but there was no denying that this man was lying to us about one of his two stories about this room. Obviously, we were extremely frustrated and annoyed with the whole situation and wrote a complaint (on computer paper the desk clerk gave us), and we asked that the new room that we had just switched to be compensated off our bill just for the first night. The desk clerk said that he could not do that, but that the manager could the next day. We were exhausted and took him for his word. The next morning, my mother talked with another desk clerk named Paloma, who informed us that we were only charged for one room the first night, and our second night would be charged for both rooms. My mother made her double-check, because we were checking-out at 5:30 am the next morning and did not want to have any problems then. Well, more problems is all that we got. We were in a hurry to get my sister to the airport in time for her flight, but the desk clerk (the same one from our first night) handed us the bill with both rooms charged for BOTH nights. We started explaining everything again, and he said that he could do nothing. My mother made him call the manager, who told the desk clerk to tell us to pay the bill as it was, and he (the mgr) would come in later that day and refund us. My mother was VERY uncomfortable with this decision, but we had no other choice. Well, we are STILL waiting on a refund, even after calling the manager back 5 different times between the two days since our departure. Before leaving the hotel, we gave the desk clerk our number so the manager could call us. We have yet gotten to speak directly with the manager. Each time that we call the hotel, we are told the manager will be in at "such and such a time," but whenever we call at "that time," he is never there. This did not need to be such a big ordeal, and we, the CUSTOMER, should NOT have to go through this much running around to simply speak with the manager, and have him address our problem. We have never, ever been treated so poorly by any customer service establishment, and we will never stay at this hotel (and probably not a Baymont) ever again.

Overall: The carpet was stained and dirty. The rooms were quite dirty, and the hallways & elevators were terribly hot. The sink would not drain in the bathroom. The room keys never worked. The breakfast was just okay. And the "gym" had no fans or AC, and the "treadmills" had to be from the 1800's.