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Price gouging during special events for the valet parking. Staff didn't really seem to care if we were happy. Front desk -- I was interrupting her from looking at her phone. Staff doesn't speak clearly, just a lazy production line mentality.
The alerts that were set up through my phone to tell us when our room was ready didn't sound until way after we were in the room. The bed didn't face the TV in our room.
The room was nice. The staff just needs to be changed.
This property has wonderful and pleasant personnel.
We had two small problems. There were NO toiletries for the bathroom sink, the sink area was bare. Also, we only had decaf coffee and when I requested at the front desk for regular coffee, they brought 4 packages of decaf. I tried again for regular coffee and there was nothing delivered.
Diane
Stayed 3 nights in Mar 2024
Response from Customer Service on Mar 17, 2024
Diane, thank you for sharing your feedback about your recent stay at the Residence Inn Cleveland Downtown. We appreciate your kind words about our fantastic team members. Regarding the toiletry issue you experienced and the coffee preferences, we would like to assure you that your comments have been passed on to the relevant departments to avoid similar issues in the future. We hope to have the pleasure of welcoming you back for an even better experience.
10/10 Excellent
Blake
Traveled with family
Mar 16, 2024
In town for the Cavs game. Great location, in walking distance to Rocket Mortgage Field House. Great options for food nearby. Concierge was a little slow on arrival. They also didn’t text out the link for me to get my car. But other than that, the whole stay was great!
Blake
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 17, 2024
Blake, thank you for choosing Residence Inn Cleveland Downtown for your recent trip. We are elated to hear that our prime location provided convenience for attending the Cavs game and enjoying local dining options. Apologies for the delay at arrival and the slight oversight with car service notifications. While these inconsistencies, your overall stay was pleasing which is such a delight. The team will continue to work diligently to perfect all aspects of the guest experience. We hope for the opportunity to welcome you back in the near future.
Carolyn, it's wonderful to see your perfect score for Residence Inn Cleveland Downtown. We trust your time with us was enjoyable and we look forward to welcoming you back on future visits. Thank you for taking the time to share your rating!
Samantha, we're delighted to know that you had such a positive experience at Residence Inn Cleveland Downtown. It's wonderful to hear that our team members provided a friendly atmosphere during your stay. We're looking forward to hosting you again in the future.
We had a suite which easily slept 6. It was a great experience.
Lynne
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 11, 2024
Lynne, thank you for sharing your fantastic experience at Residence Inn Cleveland Downtown. It's gratifying to know the suite provided ample space and contributed to a pleasurable stay. We're thrilled that you enjoyed your visit and look forward to welcoming you and your party back soon.
Thank you for sharing your perfect rating with us, Dylan!It's wonderful to see how much you appreciated your time at Residence Inn Cleveland Downtown! We want everyone to feel right at home at Residence Inn Cleveland Downtown. Being able to create a feeling of home is exactly what we aim to do!We look forward to sharing another amazing experience with you soon!
Thank you for sharing your feedback, Amanda.It's regrettable that your experience with us didn't exceed your expectations. We hope you allow us to host you again soon so we can share a more positive experience with you soon.
The building was quite nice and for cost through Expedia was good on the pocket book. Only stayed one night and did not use any of their servic
Helen
Stayed 1 night in Feb 2024
Response from Customer Service on Mar 2, 2024
Helen, thank you for taking time to share your feedback. We're thrilled to know you found the Residence Inn Cleveland Downtown to be a great value destination. It's our hope that you can stay longer on your next visit to take full advantage of our services. We look forward to your return.
Only thing was that the fireplace in the room did not turn on.
Geraldine
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 29, 2024
Geraldine, thank you for your review. We're glad to learn you enjoyed your stay at the Residence Inn Cleveland Downtown. We regret that you encountered an issue with the in-room fireplace. Your comments have been relayed to our in-house team for prompt resolution. We appreciate your understanding and look forward to welcoming you back soon.
Thank you for sharing your feedback, Tina!We are happy that you are satisfied with everything. If there's anything we could have done to make your experience with us more enjoyable, please let us know. We look forward to sharing a more positive experience with you soon.
10/10 Excellent
Bryan
Feb 27, 2024
Bryan
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 29, 2024
Thank you for the 5 out of 5 rating, Bryan!We're thrilled to see how much you enjoyed staying at Residence Inn Cleveland Downtown. We look forward to hosting you again in the near future! Thank you again for sharing.
We had a great experience. The fireplace was an added bonus
Ruby
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 25, 2024
Ruby, it's wonderful to hear about your positive experience at the Residence Inn Cleveland Downtown. We're delighted to know that the fireplace made your stay even more enjoyable. We appreciate your review and can't wait to welcome you back for another memorable stay.
10/10 Excellent
Susan, plaistow
Feb 22, 2024
Liked: Property conditions & facilities
Central location. Clean and comfortable
Susan
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 23, 2024
Susan, it's fantastic to hear that Residence Inn Cleveland Downtown met your expectations with our prime location, and that you found our property to not only be spotless but homely too. Your feedback is greatly appreciated and we can't wait to welcome you back the next time you visit Cleveland.
Nice place and has such a historic appeal! Definitely will be back!
Dennis
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 20, 2024
Dennis, it's always fantastic to hear about guests enjoying the unique historical charm of Residence Inn Cleveland Downtown. Your satisfaction is our greatest reward and we eagerly look forward to your return!
8/10 Good
Amber
Feb 19, 2024
Liked: Cleanliness, staff & service
Amber
Response from Customer Service on Feb 21, 2024
Amber, it's delightful to hear you enjoyed your stay at Residence Inn Cleveland Downtown. We trust our accommodations and service made your experience memorable. We look forward to hosting you again for another enjoyable stay.
Nicholas, thank you for choosing the Residence Inn Cleveland Downtown and sharing a positive rating. Knowing guests like you enjoyed their stay means a lot. We're looking forward to welcoming you back for another stay soon. Safe travels.
Very friendly staff, room was very big and clean, great free breakfast in the huge and clean eating area. Breakfast options were sausage, eggs, potatoes, muffins, cereal, hard boil eggs, juices, coffee, milk, yogurts, bagels ,and a diy waffle station. Also had a quick toaster if you wanted to toast something
Mary
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 17, 2024
Mary, thank you for your glowing review of Residence Inn Cleveland Downtown. We're delighted you felt our team members were friendly and enjoyed our spacious, pristine rooms. It's great to hear that our extensive breakfast options, including the waffle station, enhanced your stay. We trust your experience left lasting memories. We sincerely hope to see you again.
The location can’t be beat. Central to everything. You can walk to the major venues. Lots of nightlife all around.
The building is historic and charming. The staff were AWESOME and made out trip. We booked the double king suite. I have to say - the room was so filthy. Disgusting. Food caked on walls. Tons of dust and hair on the baseboards and bathrooms. And grimy, dirty carpet. Just gross.
You’re paying for the location and that’s about it.
Beth
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 11, 2024
Beth, thank you for appreciating the unbeatable location and the enjoyable nightlife around our inn. We're pleased to hear that our team members made a positive impact on your trip. However, we regret to learn that the cleanliness of your room didn't live up to your expectations. Rest assured that maintaining a clean and comfortable environment for our guests is always our priority. Your feedback provides a valuable opportunity for us to make necessary improvements. We sincerely hope to provide a more satisfying experience in the future.
Shawna, we are thrilled to see your high rating for the Residence Inn Cleveland Downtown! It's always fulfilling to know that our guests had a wonderful time with us. We're looking forward to welcoming you back for another remarkable stay.
everyone was so nice, valet was confusing at first but definitely once that was done everything was good. never used valet before but now I know :)! Loved our stay here
Jessica
Stayed 1 night in Jan 2024
Response from Customer Service on Feb 2, 2024
Jessica, we're thrilled to hear that you had a wonderful time at Residence Inn Cleveland Downtown, and that our team members provided excellent service. We're glad you were able to navigate the valet parking, and that it did not hinder your overall experience. We appreciate your positive feedback and look forward to your next stay with us!
We appreciate your lovely rating, Tony!The satisfaction of our guests is important to us so we can't wait to see you back again at Residence Inn Cleveland Downtown soon. We want to share an even more fantastic experience with you next time.Thanks again for taking the time to leave your feedback!
10/10 Excellent
Michelle
Traveled with family
Jan 16, 2024
very close to rocket mortgage field house which is what we wanted
Michelle
Stayed 1 night in Jan 2024
Response from Customer Service on Jan 17, 2024
Michelle, we're thrilled to hear that the convenient location of Residence Inn Cleveland Downtown catered well to your needs, particularly with its proximity to prominent venues. We hope the rest of your stay was just as enjoyable. We look forward to welcoming you back in the future for another splendid visit!
Kimberly, we're thrilled to see your maximum rating for Residence Inn Cleveland Downtown. It's pleasing to know your stay was excellent. We appreciate your feedback and look forward to your return.
When I first arrived my room had a broken closet door and hair all in the bed on/under the pillows and the ceiling was chipping so they gave me a different room, that was one was cleaner but it didn’t have a pull out bed so that inconvenienced my stay the wall was falling apart and it looked as if someone punched holes into them my mirror was also broken but the staff was really nice and helpful about the situations if I were to go back it would be because of the staff
Chrystina
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 13, 2024
Chrystina, we regret your initial room didn't meet expectations, and we're glad our team members could assist by providing a cleaner alternative. We understand the absence of a pull-out bed and some aesthetic issues affected your stay. Your feedback is appreciated and will be used to improve our facility. We're pleased, however, that our helpful team members made a positive impact on your stay. Your choice to consider returning because of them is greatly valued.
Wendy, it's wonderful to learn that the Residence Inn Cleveland Downtown was conveniently located for your needs. We appreciate your feedback and look forward to hosting you again soon.
Kathy, we're sincerely delighted you had such a wonderful stay at the Residence Inn Cleveland Downtown. We're thrilled to have met your expectations and look forward to welcoming you back during your next visit.
Great location but hotel left a lot to be desired. Key didn’t work at first so had to go back to the front multiple times and the front never once apologized, no hand-soap in the bathroom, toilet didn’t flush right, door in bathroom was really obviously dirty, and the thermostat was originally set to 67 so room was freezing.
Amy
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 31, 2023
Amy, we genuinely appreciate your feedback. It's regrettable that there were inconveniences concerning the key card operation and cleanliness of specific areas. Our goal is to offer a comfortable and seamless stay, and we apologize if your experience fell short. Please know that your observations will be directed to our team members for necessary improvements. We are eager to have the opportunity to show you our typical high standards on a future stay.
Area was in walkable distance for food and sports activities. I didn't like that I had to pay forparking.
Virgie
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 21, 2023
Virgie, it's wonderful to hear you appreciated Residence Inn Cleveland Downtown's prime location, close to dining and sports activities. We understand the parking fee wasn't appreciated, and continue to evaluate our pricing to ensure it aligns with area standards. Thank you for sharing your feedback, and we hope you'll visit us again soon.
Second time in a row I have booked through hotels.com and have NOT been given the room I paid extra to get. In this case, I am not sure if it is Marriott's fault, or hotels.com. When I was told they did not have the specific room I booked, the woman at the front desk had me go to 3 different rooms, throughout the hotel (she called Maintenance to come with me) to see if those three rooms were what I booked. They weren't what I booked either, but we were perplexed why they didn't even know what their rooms were at the Front Desk.
So we ended up just taking the room that they offered - we were tired, and my wife and three children and myself were now just ready to shut down for the night. So the 5 of us crammed into two beds in a room I did not book. The room was rundown - part of the carpet near the kitchenette was torn up (we had the same issue last year) and pins that hold the carpet down were sticking up, making it dangerous to walk around that area.
We have stayed at this hotel many times, but it is run down and services is not what it used to be. Not sure we will be back at this hotel, and this likely is our last time using hotels.com - as my last two bookings have BOTH not been what I booked or paid for. I've received no feedback from Customer Service at hotels.com, and am supposedly as "Gold Member". The Front desk tried to offer me bonus Marriott Bonvoy points, which I agreed to, but they have not showed up either. Pretty sure those points were never given.
Verified traveler
Stayed 3 nights in Dec 2023
Response from Customer Service on Dec 21, 2023
Greetings, we regret to read about the difficulties you experienced during your visit, primarily with respect to the room you reserved. It's unfortunate that you had to go through several room changes, which is not a common occurrence. Likewise, we're sorry about the concerns related to the condition of your room, such as the carpet issue. Your feedback is extremely valuable and will definitely be shared with our team members to address and rectify these issues.We sincerely hope that you would reconsider giving our hotel another chance to serve you better. We are confident we can exceed your expectations if given another opportunity. We appreciate your patience and look forward to welcoming you back.
10/10 Excellent
Marcin
Traveled with family
Dec 19, 2023
Liked: Amenities
M
Marcin
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 20, 2023
Marcin, your kind recognition of Residence Inn Cleveland Downtown is greatly appreciated. We're delighted you had a superb experience. Thank you for choosing us and we look forward to hosting you again.
6/10 Okay
Jon
Dec 17, 2023
Liked: Staff & service
The location is great and front desk friendly. There were zero bars of soap, so we had to go to the shower (not in the same room) to get body wash to wash our hands. Floor tiles in kitchen area were loose, cracks in the ceiling, tp holder askew, stain on couch and no creamer, not even the cheesy packets of it with coffee. Pack well and don’t expect luxury
Jon
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 19, 2023
Jon, thank you for taking the time to share your feedback. It's good to know you appreciated the location and found our front desk colleagues to be amicable. However, we apologize for any inconvenience regarding the toiletries and some other aspects of your room. We understand these details matter and your feedback is important. Rest assured that we always strive to provide a comfortable and welcoming environment for our guests. We hope you'll give us the opportunity to better serve you in the future.
Nice hotel in a great location near Rocket Mortgage Fieldhouse
Robert
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 9, 2023
Robert, thank you for your positive words about the Residence Inn Cleveland Downtown. We're heartened to learn you appreciated our prime location near prominent attractions. We eagerly anticipate your next visit.
Thanks for the perfect rating!We're pleased to hear that you have fully enjoyed your stay at Residence Inn Cleveland Downtown, as we strive to create a full service experience for our guests. We can't wait to see you again soon!
10/10 Excellent
Michael
Dec 3, 2023
Michael
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 6, 2023
Michael, thank you for choosing Residence Inn Cleveland Downtown and for your wonderful rating on Hotels.com. We're thrilled you've had a positive experience and we eagerly await your next visit with us. Safe travels!
This place was perfect for our overnight stay in Cleveland. We knew we would arrive late and brought our own leftovers that we easily heated up in the room. Perfect! Staff was very accommodating with a late check out as we headed to an early afternoon memorial service.
Madeline
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 6, 2023
Madeline, thank you for sharing your experience at Residence Inn Cleveland Downtown. We're thrilled that our accommodations suited your needs and offered a comfortable environment for your late arrival. We also appreciate your kind words regarding our team members, who strive to offer flexible services such as late checkout so guests like you can make the most out of their stay. Your feedback is highly appreciated and we hope to welcome you back in the future.
room was not ready until 630 pm had dinner reservations at 7 had 6 people to get ready there was no manager available
was to be competed 100 dollars was not now have to contact my credit card co
no bottled water availably
they ran out of breakfast by 9am
Johnna, thank you for staying at the Residence Inn Cleveland Downtown and sharing your rating. We are glad to learn that your experience with us was satisfactory. We are always striving to improve our service, and we would appreciate any specific feedback you may have. We look forward to welcoming you back in the near future for another pleasant stay.
Our room was so smelly. Smelled like cigarette smoke, dirty ashtrays and sewage. I attempted 3 times to speak to management.(unavoidable) I asked for a call back. Never received. I am attempting to still connect for a refund
Connie
Stayed 1 night in Nov 2023
6/10 Okay
Pamela
Nov 13, 2023
Liked: Staff & service
Disliked: Cleanliness
Pamela
Stayed 3 nights in Nov 2023
Response from Customer Service on Nov 15, 2023
Pamela, thank you for sharing your rating from your stay. We value your feedback, and we strive to create the ideal experience for every guest. Looking forward to offering you a standout visit next time.
8/10 Good
Susan
Traveled with group
Nov 7, 2023
Need to advise about parking fee - good hotel close to activities
Susan
Stayed 1 night in Nov 2023
Response from Customer Service on Nov 9, 2023
Thank you for the 4/5 review, Susan!It's excellent you enjoyed your time with us so much! We're delighted you appreciated our prime location. We care deeply about the happiness and satisfaction of our guests so we'll address your concerns regarding our parking policy with our team moving forward. We strive for excellence so we look forward to sharing an even better experience with you soon!
10/10 Excellent
Andrea
Nov 6, 2023
Andrea
Stayed 1 night in Nov 2023
Response from Customer Service on Nov 8, 2023
Andrea, it is wonderful to note your high rating of the Residence Inn Cleveland Downtown. We're pleased that your experience was exceptional. We look forward to serving you again in the future.
10/10 Excellent
Samantha
Nov 3, 2023
Samantha
Stayed 1 night in Oct 2023
Response from Customer Service on Nov 24, 2023
Samantha, it's wonderful to hear that your stay at the Residence Inn Cleveland Downtown met your expectations! We sincerely appreciate your high rating and look forward to providing another exceptional experience during your next visit.
Thanks for the amazing rating!We care deeply about the happiness and satisfaction of our guests. We can't wait to see you again soon for another outstanding experience at Residence Inn Cleveland Downtown!
Like: At a relax setting.
Dislike: Breakfast is not included.
Ba
Stayed 1 night in Oct 2023
Response from Customer Service on Nov 1, 2023
Ba, it's great to hear that you enjoyed the laid-back ambience at Residence Inn Cleveland Downtown. We believe it is incredibly essential for guests to have a relaxing experience and it's wonderful to know that your stay reflected this. As for breakfast, we appreciate your feedback and understand your perspective. Nonetheless, we are glad that this did not overshadow your overall positive experience. We hope to welcome you back soon.
8/10 Good
Rodney
Oct 30, 2023
Liked: Cleanliness, staff & service
s
Rodney
Stayed 1 night in Oct 2023
Response from Customer Service on Nov 1, 2023
Thank you for the great rating, Rodney!It's wonderful we could provide a pleasant experience for you. We care about the happiness of our guests so we look forward to hosting you again soon at Residence Inn Cleveland Downtown. We'd like to share an even better experience with you soon.
Thank you for the wonderful rating, Sarah!It's fantastic you enjoyed your time at Residence Inn Cleveland Downtown so much! We look forward to hosting you again soon for another amazing experience! Have a fantastic day!
Check -In was easy and I room was ready on time. Our accommodations were clean and quiet, lots of space for the 5 of us to spread out. The hotel has the perfect location for food, entertainment and easy to get to. All staff that we encountered were friendly and helpful. We would visit again in the future.
Christin
Stayed 1 night in Oct 2023
Response from Customer Service on Oct 31, 2023
Christin, thank you for sharing your positive experience at the Residence Inn Cleveland Downtown. It's encouraging to hear that the cleanliness and ample space of your accommodations, our convenient location, and our amiable team members contributed to a satisfactory stay. We are eager to welcome you and your companions during your future visits.
The hotel room was clean and very comfortable. Both my wife and I slept well on the bed. The breakfast offered was pretty standard but adequate. The location was excellent. We had a show at Hilarities and it was a 1 min walk to 4th Street. Valet was prompt and easy to use. For the location the price was fair.
Alex
Stayed 1 night in Oct 2023
Response from Customer Service on Oct 30, 2023
Alex, it is wonderful to see that your stay at the Residence Inn Cleveland Downtown exceeded your expectations. We're thrilled that you found comfort in our cleanly accommodations, enjoyed our delicious breakfast, and appreciated our convenient location near popular attractions. Our valet team is delighted to hear they added ease to your experience. We believe in fairly pricing our services and accommodations and it's reassuring to know you recognized that value. Your kind words are truly appreciated, and we can't wait to welcome you back in the future.
Gearl, it's fantastic to hear how much you appreciated Residence Inn Cleveland Downtown's convenient proximity to the Quicken Arena. We hope your visit to Cleveland was memorable, and we look forward to welcoming you back in the future.