Best Western Airport Inn & Suites Cleveland — Hotel in Brook Park

My husband, myself and our three kids have been staying in this hotel. It has by far been the worst hotel so far! The first suite wasn't cleaned properly, by that I mean the bathroom wasn't cleaned at all. It still have poop spots on the toilet, hair all over the place and the counter had a soapy residue as well as hair on it. Then we were moved to a second room after complaining. Well the second room was clean, but we noticed water damage on the laminate counter top in the kitchen area. We knew it was mold so we immediately called the front desk and the manager, Randy, said he would have it looked at in the morning. Which I immediately wasn't happy with. You don't put off something that could potentially be toxic. Well the following morning my husband called the front desk to speak with him and was told by Randy, that it probably wasn't mold. Randy had said he had talked to the maintenance guys and was told it was most likely dirty caulk, but he would come up and check it out in a couple hours. So before we were told this, I had already took pictures of it and I touched it to verify it was mold. We have close friends whom deal professionally with mold, and have encountered it ourselves before. Well anyways, we were told we could move out of our room. However, we would have to wait until after one is cleaned and that we could either leave our stuff downstairs in a locked room, or do whatever we felt comfortable doing. So of course we packed up, loaded up the car and headed out. Well when we got back in to get the key for the third room, I asked (Jerry) a front desk worker if they had planed to rent that room out or if they already had, and she stated that the room was out of service. Well needless to say. They put us in the room across the hall from the moldy room, and it was rented out. The lady that stayed in that room said she was not notified there were any problems, and moved to another hotel. Well I was pretty upset after all of this going on, and I called the front desk because they straight up lied to my face, put someone else in harms way, and hadn't compensated us anything but 2,500 points we aren't ever going to use now. This stay has ruined BEST WESTERNS NAME! Oh I did forget to mention our card has been charged $406.80 (which was the total for the entire stay, which has not yet been completed) in addition to another $244.08 (which they can not explain). When confronted tonight they said that we would have to talk to the manager, Randy in the morning. Then we were informed we may have another charge when we check out. It is like what else could go wrong right? Well, we got up to the room and our room keys didn't work, so we went downstairs and brought it to (Bonnie's) attention, and she said cell phone's will clear the cards sometimes. However, our cards haven't been near any of our other cards or our cell phones. My husband is a Nuclear Engineer, and it takes a strong magnet to clear the key cards. He said they used that as a "cop out" because they had to close out the account to charge card for the room. I did however tell them I was going to cancel my card and leave if they didn't resolve the issues, but why the heck did they charge me so much and they can't explain it. Did I mention we aren't here on vacation either. We are here for a funeral, which these issues have added so much stress. Anyways, I would think twice before...

We stayed at this hotel for the convenience of utilizing hotel shuttle after a long day of travel that had us arriving at the nearby Cleveland airport at 10:30 pm on a Saturday night. Unfortunately by the time we had our bags and located the hotel shuttle pickup / drop-off it was a few minutes past 11:00 pm, and when I called to inquire on shuttle was informed that there were no more shuttles after 11:00 pm.... okay, so figured out an UBER arrangement for my wife and I plus two young children which was the first irritating part of this stay. And the shuttle service did not run at all on Sunday which I found really odd considering that would seem to be a fairly busy day for shuttling travelers to and from the airport.

Upon arriving at the hotel we were tired and just wanted to check into our room and settle down for the night, regroup on Sunday morning. We stayed on the third floor which reeked of cigarettes the moment we stepped off the elevator... okay, well maybe the room wouldn't be too bad - not so much, pretty well had the stench of an ashtray which served to provide my wife with a wonderful headache.

We persevered and got some shut eye waking up to catch breakfast in the morning - the kids enjoyed their food, but they are easy to please - overall not the worst experience. The brown bean water that was labeled coffee seemed mostly watered down, and the area for breakfast was very small for the guests to actually enjoy the experience. The kids and I swam in the pool along with a couple other kids that were there - not bad - they all had fun which was great because this was another reason we chose this hotel. There were just a few towels available but we managed to make it all work.

In general, it seemed there were an abundance of cost-cutting measures in place at this Best Western and for the money spent it seemed we could have found a better value elsewhere.

The front desk staff was pleasant and they informed me that they have problems with people who stay at the hotel and smoke in the rooms and accept the fine for doing so - suppose not much they can do about that, but be advised that your room may smell like an ashtray.

Would not stay here again as a family - have stayed at much nicer Best Western establishments and would stay at other Best Westerns in the future but definitely would avoid this...

One star is a stretch, the only reason I would give that is because zero is not an option, and the overnight girl was nice.

I checked in after a 10 hour driving day, we had made reservations several weeks ago, I called to confirm and to make sure they had down that I was coming with 3 dogs. The lady on the phone said no problem.

I booked a 2 queen suite with a pullout couch, so my teens didn't have to sleep together. When we got to the hotel, Tim the guy checking me in, was the rudest person I have ever encountered at a best western. He said he was new, and I understand being new but when I asked about using our BW gift cards he told me I would have to call and do that with customer service or something, I told him they told me I would just present them to the front desk. He also told me that their pet policy was $20 per dog, per day. Their website CLEARLY states $20 per day, not per dog. So basically they wanted me to pay almost as much for my pups as I did for the room for 1 night. So after trying to discuss stuff with Tim and not getting anywhere except for him to tell me to drop my attitude and it wasn't his fault nothing was as stated, I just checked in and went to unload. Get to our room and what do you know, they put us in the ONLY suite that DID NOT have a pull out couch, BUT then Tim proceeded to basically call me a liar and argue yet again that my suite had a couch when clearly the pictures I was showing him didn't. He then tells me, well I don't know what to tell you, not his problem.

The entire experience with Tim was aweful. I went up before checking out to see what my final bill would be and talk with the overnight girl. She was nice and seemed very embarrassed about how Tim treated us. She told me she didn't know that there had been any issues, and she would let the manager know when she came in.

We are a Dimond BW member and stay in lots of hotels. We travel for a living and this was the absolute worst customer service I have ever had at a BW hotel. I will not be staying here again.

The room was average, not as clean as most BW hotels, the coffee pot in the room didn't work and the parking lot is not as open and convenient when pulling a...