Rated 3 out of 5 by Traveler1970 Disappointment
I stayed at this newly opened Westin for a conference downtown Cleveland. When I arrived I was given the perception that the staff was well trained and attentive, I was misguided. My room was refreshed two of the six nights I stayed in the hotel (I opted out one night.) For some reason I continuously was forgotten on the maid service list. The only food in the hotel was from an overpriced restaurant in the lobby. There was no place to get snacks in the hotel like many other downtown hotels in Cleveland, like a hotel with an M in it's name, which is closer to the Convention Center. There is no pool at the hotel although the gym is one of the better facilities that I have seen in a hotel, even though it's in the dark chasm of the basement. On my last day, when I needed service before checking out there were four staff members standing around in the lobby but only one reception attendant who was busy with a customer. It took me 20 minutes just to leave a message for another guest in the hotel. Needless to say, I won't stay here again.
July 2, 2014
Rated 3 out of 5 by Kochie123 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
Rated 1 out of 5 by Patricia2014 Terrible Stay
I checked in at 4:30 pm and was told that my room was not ready - WHAT? Then I was told that they did have a room but the last guest that they sent up came back down and said that the room had not been cleaned and was not ready. Did I want that room? I asked if they sent housekeeping up after they were told it was dirty and was told yes. So I took the room. The room is spacious and nice but when I arrived the temp in the rm was 72 degrees. I turned the air on and went out to dinner. 4 hours later it was 74 degrees! I called the desk and was told engineering would be right up. 30 min later I called again and was told didn't I know that the air and water were off? No signs on the elevators or voice mails! But supposedly they just fixed it. The next morning it was still 75 degrees. I asked to speak to the manager and was told - it was fixed. I said that it wasn't fixed in my rm and wanted to manager to call me when it was. I never got a call. When I came back at 2pm it was still 75 degrees! And it was one of the hottest and most humid days so far this yr. Maintenence finally showed up in my room at 5pm and said -yes it was not blowing cool air! I spent over 30 hours with no air conditioning and a room in the upper 70's. When I checked out I asked for some compensation - extra points or something but I got NOTHING!
Very pretty hotel but don't expect to be comfortable! And they don't have a place to get a soda or snack. I was directed to the CVS down the street!
June 25, 2014
Rated 3 out of 5 by Chris1252 Some things good and others need improvement
New property and new staff are clearly obvious at the Westin Cleveland. Rooms are nice and spacious with state of the art amenities. The gym is state of the art and has great equipment. The Executive Lounge (22nd Floor) as there is no sign in the hotel to identify the location of the Lounge. Also the Lounge needs to offer one hot plate at least for both breakfast and Happy Hour.
The Room Service and Housekeeping are the areas of concern from my two week stay. Both departments seem to be in trouble both for staff efficiency and staff training. Public areas such as elevators and lounge and lobby are DIRTY. Room service needed 1 1/2 hours to deliver and order was incorrect and no salt and pepper was given with tray. Also asked for cheese cake and received cheese plate??
June 28, 2014
Rated 5 out of 5 by Caroline39 Fantastic New Hotel
The room decor is fabulous - perfect design, plenty of space, lots of accessible plugs for electronics, immaculately clean, fresh smell, comfortable bed, quiet cooling and heating unit, and nice desk. The gym is one of the best I've seen in a hotel. The staff are friendly and helpful. There's a great restaurant attached and a Starbucks in the lobby. I highly recommend this hotel for the business traveler!
July 8, 2014
Rated 5 out of 5 Excellent Staff
I have been waiting for a Westin in downtown Cleveland for sometime now, and I came away impressed with this new property. The staff was excellent. Exceeded my expectations for a property that has not been open that long. Good location in downtown. Would recommend.
July 9, 2014
Rated 5 out of 5 by bsr14 Great addition to Cleveland
The Westin Cleveland Downtown was very comfortable, had great facilities and is perfectly located for any business trip to Cleveland.
July 7, 2014
Rated 4 out of 5 by JMB2424 Weekend stay for a wedding
This seems to be a recent opening or re-opening after renovation. The rooms are well appointed and comfortable. The staff is very enthusiastic but inexperienced. Room service breakfast order for two was accurate and prompt, but only one set of silverware was delivered and the bacon was significantly underdone. All of these issues were swiftly resolved, however, indicating that the hotel is going through a "shake out" cruise and as the staff gains experience, the service will rise to level of their enthusiasm and friendliness, which were very high. I would recommend this hotel based upon the potential.
June 30, 2014