Rated 2 out of 5 by VWM1 Dissapointment
Having to wait over an hour while the water pressure was reset in the hotel disrupted our morning plans. The breakfast at the lounge we were invited to since there was no water was average at best.
January 12, 2015
Rated 2 out of 5 by DNAS 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 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 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 2 out of 5 by Kathleen74 Check in nightmare
Went to check in on a Friday at 530pm.
The line was out the door. There were 2 people ( 4 check in stations) checking people in . One of the check in staff was with a customer the entire time. No rooms were ready .. this is now 6pm!! They said " our system is down ....here is a key to our executive lounge , we will come and get you when the room is ready.( people had also been there many hours previously trying to check in and were back in line). Have a drink on us. (Mind you we had a 7pm dinner reservation.)we get to the executive lounge and there is NO wine and one lonely beer floating around. We asked the lady in The lounge if there was any wine and she said No they were suppose to bring some that morning but never did(seriously)? I said can you call and get some ? her response was I don't have a phone. At 7pm my husband went back to check in and the line was still out the door. He threw a fit and demanded a room ( which they begrudgingly gave him ). I had booked this room for business people to come to cleveland for a pleasure trip and chose the newest hotel with high expectations. What an embarrassment !! we missed our reservation thanks to the inept check in procedure and management . The bell hop had the common sense to say I better call the manager when the crowd was getting restless in the check in line( he should Be the manager)! I have traveled the world and have been many places where my room has not been ready upon check in ,but they usually take our cell number and text us when our room is ready .having minimum clean rooms at 7 pm is inexcusable . Please get your act together!!!!
I love Cleveland Thank you
August 4, 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 Bebs Missed Potential
Beautiful interior architecture, great location but missing in details; Dim rooms, leaking shower door, dead electric outlets. Service at the club where breakfast is served is lacking. Two morning in a row they ran out of coffee, the third morning they ran out of dishes and sleeves for the coffee cups. Saturday half the rooms were without hot-water so we were allocated a different room, Sunday the room was not serviced until I asked for service on returning in the evening. All this was pointed to an assistant manager, he has polite but not a note of apology. To be fair, the reception staff was pleasant and helpful and food above average.
July 12, 2014
Rated 1 out of 5 by SteveRR88 Horrible overall experience! Do not stay here!
I can't think of one redeeeming thing about this hotel. Nothing here went right and when I asked the staff about things that went wrong, the staff would lie about what happened rather than simply apologize and admitt to what went wrong. This is one of the worst hotel experiences I can recall and certainly the worst Starwood experience by far. I checked out 3 days early and left because of this horrible hotel.
August 7, 2014
Rated 2 out of 5 by Freve Poor Experience
My stay at this "upscale" location was just terrible. Multiple attempts to use my key were unsuccessful and I was forced to return to the lobby multiple times. Further, they never added my Platinum status and charged me for internet access. I phoned multiple times to get this taken off and have yet to receive a response. Calls to the manager were not returned. I hope to never stay at this location again.
May 27, 2014
Rated 5 out of 5 by MSDW Great location
The hotel has a great location downtown Cleveland, with quick walking access to all major attractions. In addition, the Club Lounge is fantastic (comparable to a Ritz Lounge).
February 14, 2015
Rated 5 out of 5 by Trey54 Great location, rooms & staff
Amazing stay at the new Westin Cleveland Downtown. We arrived in the evening and there were no longer king deluxe rooms available so we were quickly upgraded without request. All staff are friendly and very attentive. This hotel is in a great location and walking distance to museums, restaurants and entertainment.
July 29, 2014
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 1 out of 5 by Unhappy822014 Worst experience ever
- this was my first time in downtown Cleveland since the hotel opened and we were excited to check out the property ( however our excitement ended when we walked through the front door)
- rooms weren't available for standard check in time ( had to wait 4 hours after check in... Check in was at 3 we received our hotel room after 7)
- when I made the reservation I asked for a crib. When I checked in at 3 I was told I would have a crib. I was told by the hotel staff 5 times after I checked in that a crib was going to be brought up (I had to follow up each time as the staff wasn't responsive). At approximately 10 pm ( 3 hours after my daughters bedtime) I was told they were out of cribs and the hotel was going to go out and buy a pack and play which didn't happen.
- staff was completely unprofessional, not responsive, and wasn't truthful ( I would have went and bought a crib at the time of check in if I was told the truth).
- hotel staff was still cleaning rooms at midnight which woke up my family
- I tried numerous times to remediate the issues by talking to hotel staff with no luck.
August 4, 2014
Rated 2 out of 5 by Melissa2014 Big problems with the staff
Check in process was chaotic. Multiple people in line, many irate because their room requests could not be met. We were not in a hurry so came back 3 different times to be told "just give us 30 more minutes - housekeeping is behind". After the third time being told our room wasn't ready Amanda apologized profusely and offered us free internet and a complimentary breakfast. We finally got in our room at almost 6:00 pm "because housekeeping had run out of clean sheets."
The next morning we ordered our complimentary b'fast at approx 10:00 am. At 11:40 it had still not arrived. Lynette had multiple excuses about why we never received our food. By that point we were going to be late for our appt so we left. While we were not charged for the breakfast we never received, we were charged for the internet which we had been told would be comped. We did not have a chance to discuss at the front desk because again, there was 6-8 people in line.
The rooms are nice but clearly the staff is overwhelmed and undertrained which resulted in a generally unpleasant experience for us.
June 22, 2014
Rated 1 out of 5 by SAN78 Unable to provide us a room
The hotel was unable to provide us a room in a timely matter. We arrived approximately 6:30 PM. I waited for several minutes as other customers were informed of the same information. That information was that they had a large check out that morning and did not have rooms ready nor did they know when they would be ready. Fortunately, we had friends staying at the hotel that checked in on Friday. We were able to change clothes in their room and go to dinner. I began calling the hotel between 10-10:30 PM and hotel was still not able to provide a room nor was I offered any type of compensation for the error. When we arrived back at the hotel, my husband talked to a Dennis a valet server. He said he would help us and directed us to Erin. I went up and retrieved our bag from our friend's room and my husband talked to Erin and she said we could stay free. At this point it was 11:00 PM or so. We had already had our car retrieved by the valet and our bags were back in the car. I believe at that point we asked to be compensated..and she said she would send us a voucher in the mail for a free night. We thanked her and left the hotel and drove 2 and half hours home.
August 4, 2014
Rated 5 out of 5 by theebigjuan Excellent New Hotel
Great upgrades. Quality lounge and fitness. Easy walking distance to entertainment.
July 30, 2014
Rated 5 out of 5 by PatDC excellent staff!
Folks were superb, responsive and helped create a great stay!
July 22, 2014
Rated 1 out of 5 by Bk8z Worst hotel experience
I was extremely disappointed with this hotel. We arrived at 1:30 PM for check in on a Saturday afternoon and were told that the room still needed cleaning. After lunch we returned at 3:30 PM to find a line out the door for check in. Upon talking to the front desk we were told the room was still not ready. We stayed in the lobby for another hour and a half and nobody was getting any rooms. We went to a baseball game and came back at 11pm to find another line to check in. Rooms were given out sparingly and my son and I may have been among the last to be given a room at 1 AM. During the whole time we were never offered as much as a glass of water. I have stayed at many Westin hotels before and was so impressed that I decided to become a Starwood member. This was my first experience as a Starwood preferred Guest. The manager did comp the room for us. The next morning we were going to have breakfast at the hotel as it was part of our original package. We waited for the elevator and the first one was full and so was the second one but we squeezed on. The elevator made stops at every floor on the way down the staff. Getting up and down to our room seemed ridiculous. In the restaurant we were told that it would be a wait for our table. I saw that the restaurant was not completely full and yet one server was trying to service many tables. Based on my experiences the night before and during the morning with the overcrowded elevators I decided to leave that hotel ASAP.
August 4, 2014
Rated 4 out of 5 by steph10023 Hotel is ok, but bed is definitely not 'heavenly'!
My husband really liked sleeping in these beds, but I found the mattress extremely hard and uncomfortable. Add to the hard mattress two very fluffy pillows, and I woke up with a stiff back each morning.
Also, the first day there housekeeping barely cleaned our room. We said nothing about that, and the next day the room was cleaned much better, BUT she turned our thermostat down to 60 degrees (we had left it on 73.)
Overall, this hotel is not worth the money we paid. We will definitely return to Cleveland, OH, but the next hotel will be more reasonable.
August 17, 2014
Rated 5 out of 5 by Whit1234 Great Experience!
The staff was very friendly and helpful! The hotel was beautiful. I would stay here again!
December 9, 2014
Rated 4 out of 5 by MedicBev 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 Simon6969 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 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 4 out of 5 by VacationEveryday Great service, great SPG lounge
We were nicely surprised when we were upgraded to a suite, (but was disappointed that it only had a shower-please put tubs in all your suites). The SPG lounge had scrambled eggs which also was a happy surprise in the breakfast offerings. The staff was very responsive too with requests. We walked to the Rock and Roll Hall of Fame and also to Progressive Field. It's a great location for attractions! We will stay here the next time we are in Cleveland; a no brainer.
August 6, 2014
Rated 3 out of 5 by SirRobby Great location
This hotel is in an excellent location in downtown Cleveland, making it very easy to get to different venues and easy freeway access.
Service was spotty at best, going from completely responsive and enthusiastic to completely invisible. The restaurant onsite is great for breakfast and lunch, but really expensive tor dinner.
Housekeeping was also sporadic.
August 18, 2014
Rated 3 out of 5 by Bidnessman Not for business travelers
Elevators are slow, valet is very slow during peek times, exceedingly low water pressure on the 22nd floor and room was next to something mechanical that was loud and 24/7. Last thing is the room doors are right next to each other and you hear the slam clearly. If you want Sheraton points in Cleveland go to the aLoft.
August 1, 2014
Rated 5 out of 5 by Veryhappy Great Features
The hotel was very nice, and all the staff was pleasant. I really enjoyed the full gym, much nicer than other hotels which just have the basics. Having Starbucks in the room and s Starbucks on-site was very convenient.
September 25, 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 2 out of 5 by poopsie52 not good
look elsewhere, doors slamming all night, no water pressure, double charged for parking (which was corrected), charge for Wi-Fi (which is a joke). For the price there are much better accommodations to be found elsewhere.
August 18, 2014
Rated 4 out of 5 by Milan121 Internet
It is so petty that you charge for WiFi access in guest rooms. Who does it anymore? I paid for my room $300 at night and you want to charge me $12 for the Internet access....
August 14, 2014