Cleveland's Fidelity Hotel — Hotel in Cleveland

We stayed for a single Sunday to Monday night. It was the night after a huge night for Cleveland events and they had been sold out the night before. We routinely stay at higher end hotels in New places for single night or weekends get aways.

We arrived at 330 for 4 pm check in. Valet parked. The gentleman at the desk was very kind and let us know they had been sold out the night before and our room wasn't ready yet. He offered to take our bags and store them and have them delivered to our room. He made some recommendations about the local area

We went to the bar. Bar has a nice bourbon selection. Staff was very chatty and we had great conversation with them while we waiting for our room.

After 60-90 minutes, my partner went to check on the room. Our assigned room still was not ready so we had been moved to a corner king room. They would bring our requested extra towels and pillows up. We offered to bring up our own bags but they insisted they would when the towels and pillows were brought up.

We go to the room and wait another 45 minutes to for our bags to be brought up. We call down and ask if we can just get them because it wasn't a huge deal. My partner went down and grabbed our luggage cart and reminded them about the towels and pillows. Towels were a want, pillows were due to a medical need. He tells them we are going to dinner and they say they will drop them off while we're gone if that's OK.

So we change, go to dinner, and the drive around for about an hour trying to find dessert. We get back to the hotel around 9pm... Still no pillows or towels. Call around 930 to ask for ice and the pillows and towels, they had something happen and they will bring them up. We offer to come down and get them. They are busy, last night was nuts. We absolutely understand. They insist they will bring them up. Ice showed up... Still no (getting tired of saying pillows and towels)

I was getting really cranky because it was truly preventing me from going to sleep and I had been up for 36 hours.

They finally show up around 10pm.

We call down around 1130am, because we overslept in a bad way, and ask for an additional 30 minutes to check out. We rush and ask for the car around 1157. We got a return text that said our car was already ready and we had to pick it up by 1201 and insinuated if we didn't we'd be charged another 52 DOLLARS for another 24 hours of valet service. We didn't arrive until 330 the day prior.

My partner rushes down stairs with some of our belongings to ensure we aren't charged another day of valet. He comes back up, we finish panic packing our belongings and leave.

Rooms are small but very interesting in a good way. They are cozy. The wall color and wall paper are gorgeous.

The corner king we were "upgraded to" had the TV on the wall next to the bed. You couldn't extend the TV fully from the wall because the hdmi cable was about 12 inches long.

Bed was... Dense. I don't know if it was a pillow top on foam... But you SINK IN. We overslept because we kept waking up feeling like we were falling into peanut butter. My partner said he felt like someone was tying him down and it set off his fight or flight. I am a larger person, but he is not.

Products in room are lovely, all the staff we encountered was very friendly, kind, and happy to recommend their local favorites. Water pressure was great. Shower and bathroom were large enough for more than one individual. Minibar was on a high shelf in the bureau and was dusty. We weren't interested in trying any of the items in it due to that. We

However, it's the little things that matter, especially when you are absolutely willing to help out the staff so you can have the little things. Taking 6 hours to get extra towels and pillows is the main reason we won't return to the Fidelity for any of the every other month visits we need to make to Cleveland now.

And also...

The staff I encountered were, for the most part, kind and well-intentioned. Unfortunately, the experience as a whole fell short in ways that speak less to individual effort and more to gaps in overall management and quality control.

Check-in & First Impressions: The check-in process was smooth, and the gentleman who helped me was exceptionally courteous and the kind of hospitality you remember. My appreciation for his professionalism makes what followed all the more disappointing.

Upon entering my room, everything looked tidy at first glance, but it became immediately clear that it hadn’t been fully cleaned. There were personal belongings (a pair of prescription glasses and a few cards) left behind by a previous guest. Then I noticed a reddish-brown stain on one of the pillows and hair on the sink. I stopped looking further. I brought the glasses to the front desk right away (hoping they might make it back to their owner) and discreetly mentioned what I’d found. The same front desk associate looked mortified, was very apologetic and moved me to another room and offered to have my bags transferred. His response was more than I expected. I was just going to ask for a new pillow. This was incredibly kind and I thought, “wow what service”.

The Second Room: I appreciated the upgrade and the prompt response. However, the new room presented similar issues. Stray short hairs on the toilet, and a pillowcase clearly stained with foundation makeup. I didn’t have the heart to go back to the desk again; instead, I removed the pillow, sanitized the surfaces, and did my best to let it go. The bed itself was very comfortable, and I did sleep well… small mercies, as they say.

Facilities & Restaurant: The next day, the hallway was being painted. I’m glad to see the property being maintained, but a little advance notice would have been considerate. You know, paint fumes and confined hallways aren’t a great mix, especially for guests with sensitivities. Personally, I have the respiratory system of a canary.

The restaurant staff were friendly and apologetic when small mistakes happened, like missing dishes, orders left off the table but not off the tab, and they corrected everything quickly. The oddest pattern was how often we had to flag staff down for another round of drinks, only to be asked if we were calling them for the bill. We did have a wonderful time, so I just let all that go.

Check-out & Billing Issues: I checked out on Thursday and was told I’d receive my receipt by email, something I needed for my expense report. By Sunday, nothing had arrived. I called several numbers and went in circles for about 15 minutes before finally reaching the front desk. I was told there must have been a “system glitch.” and they would resend. Still, no receipt. I called again the next day again and finally received it after correcting an email address that they entered incorrectly.

Everything was charged to my card really quickly, but five days later, the hold remains. I understand incidental holds are standard, but at this point, it feels excessive and poorly managed. The billing stuff are really what were the final issue that made the rest of them intolerable for me.

Update: all of my colleagues were not charged a $20/day amenity...

We come to Cleveland yearly for a study we are doing at the Cleveland Clinic. We love the city, and we try to stay somewhere different every year. We found this hotel on Expedia at a very reasonable price and later found out that it is Ohio’s only Michelin Key hotel. The hotel is in the old Fidelity building just around the corner from the main tourist street, Fourth Street. The front desk were very helpful, friendly and accommodating, no problems. The decor of the lobby was beautiful, plenty of places to sit, relax and have a drink. The rooms are medium in size and very pretty as well. The large bed was very comfortable. The bathroom is small but nice and clean. The shower is to die for. The water pressure is amazing…not at all like hotels in California where we come from. I guess no water shortage here. The toiletries are great, as well. We didn’t have much of a view. We looked out to the roof of a parking garage and some dumpsters on the street. But we were downtown, so no big deal. There is a large safe that will fit a laptop. And they did have a nice selection of local beers and wines in the cupboard. Rooms and hotel staff, definitely a 5/5. |We ate breakfast at the restaurant both days we were there. The food was great, the avocado toast was very good. And the yoghurt bowl was delicious as well. |A few things that would have made our stay a little better: |1. There was no water in the rooms. I asked downstairs and they had no water in the rooms because they said they are trying to minimize plastics. They said I could go to the bar and ask for water, so I did. They gave me a small glass filled with water, which I took back to the room. She said I could refill the glasses at the gym on the third floor, which we did. This is a bit inconvenient. It would have been nice if each floor had a water station like other high-end hotels. Or maybe water in a carton like other hotels we’ve been to. |2. Service in the restaurant was quite slow and a little inattentive, even when very few people were in the restaurant. I had asked for salt and pepper for my avocado toast, and it didn’t arrive until I was almost finished with my meal. Furthermore, I had to walk to the kitchen twice to find my server for coffee refills. And the eggs on top of my avocado toast were cold, I guess they were sitting on the counter for a while before they were brought to me. ||The hotel is new, only nine months old, so maybe with time they will perfect the little glitches. We would definitely stay here again, especially at the price we got...