Embassy Suites by Hilton Cleveland Beachwood — Hotel in Beachwood

The room next to ours was having a LOUD late-night party. We tried to call the front desk but they failed to answer for over an hour. We phoned Hilton coroporate and they couldn't reach them either. This would have been a SERIOUS problem if someone was having a medical emergency.

Also:

The hotel is in DIRE need of a renovation, and I'm not sure why Hilton is continuing to brand it.

Some of my observations; I'm sure there were others. The people were fantastic; this isn't on them. These are all management issues: understaffing and not performing basic maintenance.

Room The AC didn't work when we arrived and it was too late for maintenance and we were too tired to move. We slept horribly with the heat. It was "repaired" the next morning, but it still wasn't cool enough. Our cousins arrived the next day and their AC wasn't working either. I'm not sure if switching rooms really helps?; the AC seems to be repaired on demand rather than proactively. Multiple stains on the carpet The couch is quite old; the fabric was worn off of the cushion edges The shower drain looked a bit disgusting from the years of use. Everything is old: burnt out compact fluorescent bulbs, chipped paint, and the electrical sockets on the lamps were too worn to hold prongs. One of the two television remotes didn't work. One of the two telephones didn't work. Generally the room looked quite old and tired.

Breakfast One chef at the griddle? Really? She made items as they were ordered, and she didn't start the next 'til the current order was done. The other Embassy Suites I've stayed in had at least two people. You checked off items for your order from a supplied piece of paper, and left it at the counter. Then you could sit down and enjoy your coffee and other items during preparation. There were 14 people standing in line at one point here. One of the two coffee machines served brown hot water rather than coffee each morning. It wasn't always the same machine, so clearly they weren't being refilled. Every other Hilton property I've stayed at has coffee available all day. These were locked up after breakfast. Batter was only supplied to the waffle machine on one day. The formica was peeling off our table top. Water was dripping from the ceiling onto our table. There wasn't sliced fruit; just whole apples. Again, unlike every other Hilton property.

Afternoon Reception The supplied drink choices were bottom of the barrel. Thanks for offering, but we quit going after the first day. Again, with one person taking orders. The chef was cooking a steak around 4pm for someone. The flame was nearly two feet off the grill, with smoke pouring into the ventilation. It was noticble throughout the lobby.

Exterior / Other The left-front side door didn't work, even with a room key. At one point we saw someone sticking a towel in the doorway when they were trying to load their car. The parking lot is so uneven that it's tough to roll a suitcase The stairs closest to our room were marked 'emergency only'. We would have liked to use the stairs other than the elevator.

On the up side.... aside from the non-responsive night front-desk person everyone else was great! They were all nice and they did what they could. They never complained but they were clearly understaffed at each position. The lobby was also nice, though it would have been easier to sit with our large group if the couches / chairs weren't pushed...

Like many others in the greater Cleveland area, we lost power after the big storm of August 6th 2024. We were lucky to get a hotel room in the area for myself and my family (my wife and three kids) and dog. After check in and entering our room, it was immediately apparent that both televisions were not working properly (a necessity when you have three kids under 10 who haven't had power for over 24 hours). After both calling the front desk and then walking down and standing in line to speak with someone in person, I was told that "all the tv's in the hotel do not work because of the storm." This was easily refutable as I asked to person behind me "does your tv work?" and they answered in the affirmative. I then presented this fact to the person at the desk and (a woman) and asked for a new room or a marked reduction to the rate, reasoning that my rate included a working television. Her response was to give me a dirty look and run into the back. The manager came over and explained that the tv's do not work and I explained to him that I can see in other people rooms that they do work, and right behind him was the bar tv that was also in working condition. After some time the manager came to our room and was on the phone with someone troubleshooting the issue. Finally, he went over to another room and asked if we wanted it. I tested the TV's and miraculously, they worked! But by that time, I had spent the better part of 4 hours trying to get what I was to pay for.

I did not appreciate the lack of truthfulness from the desk staff. There were a lot of people checking in and at times there were 3-4 people at behind the desk with only one person checking people in or tending to guests...the others on their phones. The rooms are rather dumpy...the sofas in both rooms stunk, mattresses are terrible.

The next morning I had to go to work and my wife had to check out. She had a dog and three kids in tow and had to make multiple trips with a luggage cart while the staff looked on, never once asking if she needed assistance. By the way, every luggage cart has flat tires.

The whole vibe of the place is weird and rundown. The staff, at least the night of 8/7/2024 is super strange and unfriendly.

I did call the Hilton main number and put in a complaint. I was given a case number and was told someone would call me within 48 hours...well a week went by and I called again and learned that my complaint was "resolved" but no one from the hotel or Hilton main had reached out. They re-opened the case and gave me a 10,000 point, 15,000 after I said my complaint wasn't even handled correctly (which means they could have done 15,000 to start). 15,000 is approximately a $75 value; an inadequate make-good by my estimation.

I used to travel for my job and have always had good experiences with Hilton Hotels...Embassy Suites in Beachwood, OH falls far below the mark in every way I can think of.

Never again. Pick a...

Stayed here for a couples getaway weekend with family who met us from another state. Location was easy enough to find. There was a family reunion while we stayed there and the hotel was absolutely full, lots of people around. Check-in was very smooth, counter agent was very nice, friendly, polite, informative. Everything was explained to us. Hotel seems a bit dated. Atrium needs a facelift, with outdated carpet and furniture. Waterfall/pond in the middle was lackluster. Room was on the 3rd floor, saw only 2 elevators for access upstairs, with no clearly marked staircases that you could use to walk up if you wanted. Room was decent sized with good separation of space (living room, kitchenette area/bathroom, bedroom). Our bedroom had a sink in it and separate bathroom had a sink, toilet, shower/tub. So was a weird setup, but very convenient for spouse to get ready while I used the sink in bedroom where I kept all my stuff. There is a safe in the closet, we never used it. Bedding was lacking. The pillows were mushy at best. Asked if they had other / extra pillows, never heard back from them. Like many hotels now, housekeeping was optional, wouldn’t come unless we requested – which we didn’t as it was short trip. Didn’t really get to see what was around the vicinity of the hotel – but remember there were some restaurants, a shopping plaza, and gas stations. The pool and gym were off the breakfast area. The gym is actually inside the pool area in a separate room – so you need to walk through the pool deck into the gym. That had a few ellipticals, a treadmill, free weights, and towels. One of the ellipticals pretty much fell apart – just the housing, but it could be used. No spray to wipe down equipment with, no water to refill your bottles. Let’s do better!!! Breakfast buffet was decent. Jackie was working the grill – her pleasant demeanor and hustle really made our 2 mornings that we were there! She was fantastic!! However, we waited in line almost 30 min on average, to get our freshly made omelets. Besides the omelets, there were scrambled eggs, bacon, sausage, biscuits/gravy, pancakes, cereal/oats; juices, coffee, soda --- the menu varied by the day so what was listed isn’t out there every day.

Dining area – saw plates stacked on tables for a long time before someone came to clean off the tables. Like everywhere else, good help is hard to find.

The grounds of the hotel needs some attention – old furniture outdoors, building needs paint. The exterior doors had signs on them that the card readers didn’t work to get into the building. Not sure I would stay at this particular one again, but it was decent. Could have been better for an...