Residence Inn by Marriott Cleveland Avon at The Emerald Event Center — Hotel in Avon

Residence Inn by Marriott is our preferred home away from home when we travel with and without our children.

Facility:

The lobby is designed with great attention to detail. The sophisticated, open concept layout offers endless seating arrangements whether in a small group, an intimate gathering for two or alone. The full service bar provides an inviting backdrop for dining and lounging. The business center allows one to access a computer and printer, if necessary. In addition, outdoor features include, a fire pit, patio heaters, commercial grade barbecue grills, and a basketball court, to name a few.

We chose this location because of the indoor pool and fitness center. Although we left our swim gear behind, we were able to find a large selection at a nearby retailer. The equipment in the gym is modern and sufficient for maintaining a workout away from home.

Our Experience:

Having attended the funeral of our departed grandmother, we travelled a further distance to stay at this particular location to enjoy the indoor amenities and convenient shopping. It was also my birthday and we wanted to make our stay a mini-vacation. (+1 Star)

Our reservation was for one night. Although we required a different type of setup than originally planned, guest services made the adjustment to our accommodations despite full occupancy. (+2 Stars)

Unfortunately, our 2 bedroom suite had several maintenance issues that required attention prior to our stay, including a running toilet, loose wall mounts and doorstops, trash underneath and in between the furniture, and most disappointing, tobacco smoke throughout the suite. (-3 Stars)

The smell throughout the suite was so bad that everyone was impacted by the bedding, furniture and air emitting from the vents, which was particularly unavoidable due to the subzero temps outside. Needless to say, our night absolutely was not restful.

By morning, we were first to arrive at breakfast, which was hot, fresh and delicious! The attendant was so nice and offered ways to customize our selections to our liking. The healthful options were appreciated, so no damaging any New Year resolutions. The stations were clean and well-stocked. Everything my picky-eaters could ask for was available in abundance. (+2 Stars)

Finally, when we informed the front desk of our experience during checkout, they genuinely seemed interested in hearing how they can improve. A maintenance request was written and we were promised points for a future stay. (+1 Star)

That response to our concerns will ensure the likelihood of another visit and a chance to take these 3...

Was traveling with my husband and two daughters for a wedding. The day before our arrival, my husband called and was able to get a second studio and confirmed it would be adjoining as we felt we needed some additional space, so we were off to a good start. The good start quickly faded after check-in as we slowly realized that our room was rife with issues leaving most of the room's amenities inoperable, including but not limited to: plunger in bathtub/shower broken (my husband rigged it to stay up with a teaspoon), no hot water in kitchen, microwave didn't work, ice maker didn't work, remote for automatic drapes broken, and the base to the TV was broken (screws stripped) and almost fell over onto the floor at one point.

By Sunday morning, when my husband pulled out a coffee mug only to find that it was badly coffee stained, and since we couldn't clean it ourselves because we had no hot water, we had had enough. My husband called down to the front desk, no answer. My husband then left a message on the built-in GM line from the room's phone, wrote out a list of the issues, and took it down to the front desk. We realized that with adjoining rooms on a holiday weekend with a number of events going on, there was likely little the staff was going to be able to do, but what was worse is that they were indifferent to our situation, no verbal recognition of any kind, no acknowledgement that the room was far below their standards (let alone ours), no apology, nothing. At checkout Monday morning there was again nothing, so we left extremely disappointed!

My husband finally got a voicemail from the GM at 4:49 PM two days after his original message asking him to call him back. My husband called him back the next morning, and the GM indicated that he had been told that at least some of the issues had been addressed during our stay; they MOST DEFINITELY had not, and again, weren't even acknowledged! The GM offered us points to make-up for the inconveniences, but my husband requested a credit to the room's charges instead, which the GM then messed up, shorting us about $50, because I'm guessing he didn't take the time to get this last thing correct, and didn't notice that at check-in we applied the balance of a Marriott Gift Card we had to our reservation. Again, just a very...

I've stayed at a lot of Marriotts around the world and always have a great experience. This particular one is good, but is lacking something. For the pros, it is conveniently located right off a major highway, and also to local grocery stores/restaurants/the lake, etc. The hotel itself is very clean and the staff is very friendly. My issue comes down to the room. We stayed in a two bedroom suite. There was a main living room/kitchen area which was very nice. Then there was a bedroom with a king bed and the other has a full size bed. There were also bathrooms for each room. First, there were no dressers in either room. There were nightstands that had drawers, but they were not very big. That also meant the only tabletop space you had in each room were those nightstands so they got cluttered quickly. For a residence inn, which usually equates to extended stay, you think the options would be better. Also the room with the full size bed was very small. My husband and I slept in that room and we could barely fit ourselves and our to suitcases. Lastly, the bathroom. The first night we stayed, our bathroom had a nice shelf above the toilet and one in the shower. But then we switched rooms (same type and not because anything was wrong, we just wanted a room closer to the rest of our family) and it was the exact same layout, but the same bathroom was missing both those shelves. So our towels were just on top of the toilet. Just another minor thing, there was never towels in the pool/fitness rooms. Overall, this hotel is very nice. The breakfast is great and again the staff is wonderful. I think what it comes down to is who designed/decorated. Now also I did not see any other rooms. So the one bedroom suites may be totally fine. Just be prepared if you get the two bedroom, you may feel a bit disappointed. I love Marriott and will continue to stay at them, I just think this one needs to reevaluate it's layout...