This business is Established — a decent presence with 2,589 reviews and a 4.1★ rating, though not yet among the top-ranked providers in this area.
2,589 reviews at 4.1★. Check recent reviews to assess current quality.
Early reviews reflect a team building a positive reputation.
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We were not very happy with our experience for a few reasons. After getting to our room we hung out and wanted to order food from downstairs while we got ready. We tried to use the phone to call the front desk for information but our hotel phone didn’t work and the electrical was behind a wall so we couldn’t look at it ourselves. I called from my cell phone and the woman that answered didn’t care about the phone not working and didn’t offer to have someone replace it or fix it. We asked about ordering food and she said we can order online and they will bring it up. We asked for extra blankets bc there were none. She had an attitude and was in a rush to get off the phone. We tried looking on the website to order food but couldn’t find where to order. We called the desk again and the same woman answered and said we have to use door dash or come downstairs to order. She didn’t mention this the first time and still had an attitude. Just very non informative and acted annoyed. We booked a suite which appeared nice initially until we found used nicotine gum in a wrapper behind a chair. The room was also very empty. One small garbage can for the entire room. The decorative pillows were stuffed in a closet already so the room appeared unfinished from cleaning and setting up. The lighting was a bit off. I will say the bed and sheets were clean and very comfortable. There were enough tables and seats which was nice bc we were playing cards. But for $277 a night, it’s a no go for coming back.
While the rooms are in the process of being renovated, there is still some dated appearance in them. Everything was super clean and the staff was very friendly. We were there for a conference and the staff couldn’t have been more helpful than they were. This is a great place for a conference, event, party or other social gathering.
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This was a comfortable, clean, and enjoyable stay during a trip to Cleveland. Checking in was fairly transactional, and I had to ask for directions to the room since I was just handed a key following ID verification. This was especially needed as the fist ball heads to a different hotel. The room was spacious and clean, with plenty of hot water and a well functioning AC. The fan was loud on the AC unit which was great for sleeping. Related, the door to the hall and to the adjoining room (another guest) were very thin, and both nights I had the experience of listening to other people’s conversations in the hall, and the TV next door. So the loud AC fan helped me drown out noise. Blackout curtain worked great! The bed was comfortable and there were plenty of pillows, albeit a bit flat for my preference. Given the cost of the hotel I was a bit surprised with some of the things I noticed the closer I looked, especially given HI’s reputation. Missing art, missing utility cover, and tub spigot coming off the tub wall with gaps as the caulk pulled away. One of the more notable things was the faucet for the sink. Unless it was turned on full blast it would run onto the counter top and flood the vanity. When fully on I had about 1.5” of room to wash hands without banging my knuckles on the sink back. It was functional, but a quite interesting choice, and rather inconvenient. Overall, it was fine.
This property is dirty and it is apparent that the owner and staff take no pride in this property. There was trash in the hallways not just scraps but bags and bags of trash. The ice machine near the pool was dumping water all over the floor and my wife ended up slipping on the floor. Did the staff care? Nope. The staff was so rude. All they did was yell which is probably because there is a club in the lobby! It is so tacky. I didn't come to stay at a club... It's a shame that this property is so poorly managed it used to be very nice.
If you want to feel unsafe and dismissed this is the place to go! We attending this hotel after a work party that our company had there, we stayed due to the weather and it being a snow storm. While in our room we had a man knock on our door multiple times at 4am… at different times. This man kept talking into the door asking for a charger and stating that he isn’t trying to do anything weird. Very disturbing since he knew two women were alone in this room. We contacted the front to get a new room and the lady was very dismissive and stated she felt that this random stranger was fine and didn’t cross her radar as he was down there getting a charger and she felt that we were fine to stay in our room.. after telling her we were very uncomfortable she was very upset and said “ fine I’ll give you a new room if you come down here” and hung g up. The man was at the counter when we went to get a new room and the front desk lady TOLD THE MAN ABOUT OUR COMPLAINT ABOUT HIM! Way to escalate the situation instead of keeping us safe. Our friend went down to tell the lady that she did handle it properly that that man should not be able to stay here and the lady called her names and cursed at her multiple times. I am actually mind blown at there customer service.. oh and to top it all off the manager has yet to reach back out to us after calling her for multiple days.