Rated 4 out of 5 by zKen1 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 5 out of 5 by MAMills My stay at Westin Cleveland
I found this hotel to be one of nicest I have stayed in anywhere. The room was very nice. The bed was one of the most comfortable. The bathroom amazing! Great stay! I would recommend it anytime.
September 11, 2014
Rated 5 out of 5 by itwasawesome1 Wow. Great hotel and fantastic service.
We really enjoyed our stay at this new hotel in downtown Cleveland. The service at this hotel is amazing. Staff very friendly and helpful. Rooms clean and in perfect condition. Valet parking on time at check out, helped with bags and even held the door open for me as I entered my car. I will definitely stay again the next time I am in town.
September 9, 2014
Rated 2 out of 5 by DrD2014 sooooooooooo disappointed !!!!
I am loyal to the Westin brand as I am an owner in St. John and have always been happy with my Westin stays. I was excited to know there would be a Westin in my backyard in Cleveland. I usually stay at the other upscale hotel in town and was hoping Westin would give them a run for their money...Not even close..Since there are no amenities at the hotel, it was no more special than staying at any no name hotel in Cleveland. No pool, no spa, no coffee maker in the room...Sadly, I will not return
September 5, 2014
Rated 1 out of 5 by Msprad32 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 1 out of 5 by anna60 good stay
Loved the location could get to everywhere downtown.
August 30, 2014
Rated 5 out of 5 by JPKendall Classy Joint
Great service defined my stay at the Cleveland Westin.
The valet, front desk, doorman, and housekeeping were top-notch, and the room was comfortable and well-appointed. The Westin sets itself apart by also having an eye for detail -- you don't have to struggle to find the light switches in the room, and the shower actually suits tall people as well (an appreciable bonus to all my tall compadres who have hunched down under countless hotel shower heads.)
Well done, Westin.
August 25, 2014
Rated 2 out of 5 by UnsatisfiedCustomer2014 Thoughtless Customer Service Approach
I made a reservation the first week of August for a two night stay 8/23 and 8/24. I arrived to the hotel at 3:45pm. The valet line was backed up and I spent 20 minutes in the parking garage entrance waiting for someone to come back with a luggage cart. By the time I got inside, I was told that check-in was not until 8pm. The front desk person said they sent an email. I have been traveling and driving for days and did not see this email.
The bus loads of people that left from the hotel at 3:00 that were escorted by police caravan out of the hotel were the reason for this late check-in. Why is SPG giving priority when others have made reservations for two nights. I understand they made an attempt by sending an email, but they could have called and spoken to me.
I would have made other arrangements if given notice.
August 25, 2014