The Westin Cleveland Downtown

  • 777 Saint Clair Avenue NE
  • Cleveland,
  • Ohio
  • 44114
  • United States
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Rated 3.7 out of 5 by 87 reviewers.
Rated 2 out of 5 by Not so Heavenly As a business traveler, my number one reason to stay at a Westin is for the Heavenly Bed! This Westin's bed was extremely uncomfortable. It was almost as bad as a hospital bed. Very disappointed. Also, the bathroom was not very clean. I will not be staying there again. November 8, 2014
Rated 4 out of 5 by Overall experience very good. Some issues to resolve. Experience was great. Beautiful hotel and staff very helpful. Restaurant and bar staff may the night a pleasure. However do need some attention. 1. Never get an upgrade as a Platinum even when hotel has lots of availability. 2. My suite had no toilet roll holder. Roll was just put on the floor next to toilet. 3. Breakfast ended at 10am on Sunday in Executive Club. November 10, 2014
Rated 1 out of 5 by Shameful - Never Again!!! While structurally this hotel meets Westin's standards, it fails on all levels of service. I stayed 1 night for a conference and found the staff, although pleasant, to be completely lacking in some of the most basic skills. When we asked for a cab, we were hustled by the doorman, who suggested that we take a "car". Thinking that it was a Westin car, we agreed, only to discover that it was one of his friends or an acquaintance, trying to make a quick buck. (Dangerous practice for a hotel!!!) After paying $30 to valet park my car, I was told to walk to the garage ramp (with my luggage) in order to retrieve it. I'm not sure why this is considered valet service, especially given the $30 price tag. In addition to those issues, after checking out, I discovered that the staff had not included the room charge on my bill, which I had foolishly requested that they email to me, instead of obtaining a paper copy. After weeks of calling and speaking with several employees, each of whom advised they would correct the error so that I could be reimbursed by my employer, I received no return phone calls as promised. I even called Starwood twice for assistance, and only received a successful result after my second call to the Starwood corporate number ( where even the Starwood Rep had difficulty in reaching the manager and in getting a response). Once I finally received a properly itemized bill, I noted that the hotel had charged me tax, despite the fact that I had provided them with a tax exempt form upon check in. This was a completely disastrous experience. Westin should be ashamed!!! October 17, 2014
Rated 1 out of 5 by Horrible Stay My stay was horrible. When I made the reservation the spelled my name wrong and lost it and I had to make another one. When arriving to the hotel at 4:00pm we waited till 6:00pm for our room to finally be available. We were not offered a different room or even a room to wait in. When in the rom we found that the tv volume did not work on 3/4 of the tv channels. In the morning our power was out for almost three hours, and even though we waited hours for our room to be ready the day before, we were told we could not have a late check-out. When checking out we paid cash. After driving back to Akron we found out that we were overcharged by $50.00 for a late check out that they said we could not have. We also found out we had been charged on two of our credit cards even though we paid cash. It took over a week to get the money back on the credit cards. Over the following month I spoke to employees at the hotel over 75 times. No exaggeration at all. We even looked at my phone record as it comes in the mail each month. I was hung up on, lied to, and belittled by the front desk staff and Mysa. (or Mesa not to sure on the speling of her name.)After a month of going back and fourth with Mysa whom told me i would recieve a refund i finally got a half refund, and even had to drive to Cleveland to get the check because she said she sent it twice and never did. Mysa also threatened my job as I work at a starwood hotel and she said she could call my GM and tell him how I was supposidly acting, though I was not even on a starhot rate of any kind. I then spoke with the GM's secretary who was even more unprofessional and rude than Mysa was. She hung up on me and then refused to take my calls.After I left her a message informing her I was going to call Starwood her attitude changed 100% and she then was nice and offered to assist me. This hotel has a major issue with employee communication and it clearly needs to be addressed. Throughout the entire stay the only friendly people we encountered were the numerous doorman and bell hops whom were all very nice and courteous.My brother was Married 3 weeks later and we told all of our guests about the experience and suggested they do not stay there for the wedding and he also stayed elsewhere for the wedding night because of this experience. The hotel is still yet to apologize or take responsibility for the major lack in communication and professionalism. September 9, 2014
Rated 4 out of 5 by Arrival We drove over 8 hours and upon check-in encountered a somewhat rude front desk staff, Karen. She whispered her responses even though the lobby had loud talkers, had loud music and she seemed annoyed when I asked her to speak up. We had our reservation for weeks attending the EUMA Convention. Yet at 10pm, Karen said they did not have any rooms and could she offer us drinks at the bar. We declined that and again asked for a room. When my wife made comment that the hotel had "issues", Karen in turn said "ISSUES!". She then swiped 2 passkeys and gave us a room. We took a king size, even though we were assigned 2 queens. Apparently Karen was saving rooms for someone else. September 7, 2014
Rated 4 out of 5 by Very nice hotel I stayed at this hotel during a conference I attended. The staff was amazing. They met every need, want and question with prompt friendly and professional service. The room was awesome- quiet, cozy and very restful. My only regret is that my stay was only for a few nights. I would have loved to stay for a lot longer to enjoy the surrounding area and see the attractions. (Not to mention to enjoy the room!) November 5, 2014
Rated 4 out of 5 by good stay Good location. They acknowledged my SPG status. The urban farmer restaurant is good. October 31, 2014
Rated 3 out of 5 by Needs Improvement... From a business perspective this hotel has a long way to go in terms of meeting my general expectations of a typical Starwood property. I understand that this facility underwent considerable renovation and had just re-opened several weeks prior which may explain much of the mayhem, however it was still disappointing for a frequent traveler and SGP member to encounter so many short commings at a Starwood property.. I had to wait an hour for my room to be ready as did about 50 other people that were checking in the same day as I did for our conference. I encountered several inadequacies in my room which needed immediate attention, room service took 80 minutes, the staff was less than helpful when it came to recommending good eating establishments in the area..??? and the service was the slowest I've ever had at any hotel. I would recommend a more rigorous training program for staff prior to re-opening along with completing a punch list of items that need to be "guest ready" when opening to the public. I will continue to frequent Starwoods however this location NEEDS CONSIDERABLE WORK and sadly I will not be staying there again. June 25, 2014
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