This business is Established — a decent presence with 3,274 reviews and a 4.2★ rating, though not yet among the top-ranked providers in this area.
Well-established with 3,274 reviews. A 4.2★ average reflects broad customer experience.
Reviewers appreciate responsive communication and work delivered as promised.
Some customers note response times during peak periods.
Those who value consistent quality and professional service.
Review Rank Score (0–100) blends a Bayesian-adjusted rating, review volume, recent sentiment, and rating consistency. It's a predictive reputation estimate — not a replica of Google or Yelp's ranking.
I chose The Westin Cleveland Downtown for a special family trip to celebrate my daughter’s 9th birthday, expecting the polished experience the brand is typically known for. While the hotel’s prime location in the city is excellent, the actual stay left us incredibly disappointed, confused, and regretting our choice. Communication & Lack of Acknowledgment: Prior to our arrival, I reached out to the hotel to let them know we were traveling to celebrate a milestone birthday for our daughter, hoping for a simple acknowledgment to help make it special for her. The message went completely unread and unanswered by the hotel staff, and her birthday was entirely ignored during our stay. Housekeeping Issues: The housekeeping service during our Saturday-to-Tuesday stay was highly erratic. On Sunday, our room was never cleaned or serviced. Even worse, on Monday night, we returned to our room around 10:00 PM only to find staff still actively cleaning nearby rooms. While the staff member was polite enough to offer us fresh towels and water bottles at the door, we had to listen to loud vacuuming in the hallway at 10:00 PM while trying to rest after a long day out. Room Quality & Safety Concerns: To add to the frustration, the smoke detector in our room was completely covered in painters tape when we checked in. It’s highly concerning that a basic safety feature was left blocked, and it really made us question the hotel's attention to detail and maintenance standards. The Verdict: If you only care about a central location in Cleveland, this property has it. But if you expect reliable housekeeping, proactive service, basic room safety compliance, or any semblance of hospitality for a special occasion, I would highly recommend looking at other hotels downtown. We will not be returning.
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The Westin is the only hotel I stay at when I'm in Cleveland, and every visit is an exceptional experience. The level of service is consistently outstanding. A special thank you to Michael, the Front Office Manager, who always goes above and beyond to ensure my stay is perfect. From complimentary room upgrades to assisting with even the smallest requests, his attention to detail and commitment to guest satisfaction never go unnoticed. The hospitality and professionalism of the entire team keep me coming back time and time again. This is truly my home away from home in Cleveland, and I wouldn't choose to stay anywhere else. Thank you for always making me feel welcomed and valued!
This Westin blew me & my fiancé away. The location was phenomenal, staff incredibly friendly, and the rooms were spacious and well maintained. We stayed in the Junior King Suite, and it was beautiful. We also had a few staff highlights worth noting.: We checked in during the audit shift shortly after 11pm and the woman (I unfortunately don’t remember her name) was incredibly friendly. She was personable, knowledgeable, and upheld the brand standards by recognizing my member status and making us feel valued despite not being a high status bonvoy member. Cannot say enough kind things about her and her level of guest service! Security staff all around was kind, professional, and a pleasure to interact with throughout the hotel. In the morning, there were two star staff members. Cam, the bellman, was unwavering in greeting and speaking with guests. He was friendly, funny, and lit up the lobby with his personality and guest-centered enthusiasm. Julien, in the restaurant, went above and beyond to ensure we were taken care of and handled a busy morning with care, kindness, and professionalism. The food was wonderful, and we greatly appreciated his attentive service! All in all, a phenomenal quick stay, and we not only anticipate returning to this hotel for our next visits to Cleveland- but are looking forward to planning those visits more now knowing this is the level of service we’ll return to.
Beautiful views and updated furnishings. The location is perfect - near the lakefront, arena, playhouse square, government centers, etc. The only drawbacks were the hotel staff’s casual announcement that the water would be shut off at 10pm on a Saturday (“everyone will be in bed by then” - my dude, do you think we are all in town for a Sunday school meeting?) and the thin walls that become noticeable at check in and check out times. Otherwise, it’s a great place to stay with attached parking ($47 self/$57 valet with in/out) and plenty of restaurants and bars within easy walking distance.
Great hotel with friendly staff and a beautiful room. Everyone I encountered at the Westin were extremely helpful and kind from the front desk to the greeter (He was so helpful and extremely enthusiastic) to housekeeping. I hope the management here is appreciative of what an amazing team they are lucky enough to have. The stay was excellent and the room was clean, comfortable and modern. I was here for a buisness conference and would recommend this hotel to anyone coming to Cleveland. Location is great and only a short walk from attractions like the Rock and Roll Hall of Fame.