Cleveland Marriott Downtown at Key Tower — Hotel in Cleveland

DO NOT STAY HERE. I rarely write reviews but feel compelled to on this one. After multiple bad incidents over a 1-night stay, I cannot recommend staying at this hotel. There are some good reviews on here, but if you are considering staying at this hotel, please read the 1-star reviews. Those are more indicative of our expense than the positive reviews. The bad incidents we experienced are detailed below:

When we checked in, one of the front desk staff started to help us. When another couple walked up behind us that he would wanted to help instead, he tried to pass us off to another front desk staff. She, understandably, gave him and us a nervous smile and said "I think you're already helping them." So he turned back to us and continued to check us in. This left us feeling unwelcome and unwanted. Which is exactly the opposite of how good customer service should make you feel. We should walk away from the front desk feeling excited to stay there and in reality we left the front desk dreading any other interaction we would have with the hotel staff. There is not a hotel in the world that would deem this acceptable or professional behavior.

We initially did not receive the room we booked. We called guest services and they told us to go back to the front desk. I won't harp on this because they did make it right, but we did have to complain about it. In my opinion, a good hotel will assign you to the correct room the first time around.

NOW FOR THE REALLY EGREGIOUS PART (and the reason I feel this review is necessary) - On our checkout day, we left our hotel room to find two toddlers (I'm guessing 2 years old and 4 years old) wandering around on our floor (floor 20). We didn't feel comfortable leaving two young children alone so we asked them to come with us to the lobby so we could find their parents. Upon arriving in the lobby, we saw a couple and the front desk staff (the same person who checked us in) walking toward us. When they got close to us, we explained we found these children wandering and brought them down to find their parents. We thought the front desk staff would help us, but he smiled at us and walked right past us and went up the elevator. COMPLETELY UNACCEPTABLE reaction by the front desk staff. What if someone had taken those children? What if those children had wandered into the street? They could have had a disaster on their hands. Thankfully, a few seconds later the children's parent walked into the lobby from the elevator and retrieved their kids. If you have staff working for you that no longer care, please let them go so they can find somewhere else they would rather work.

I will say, the general manager emailed us to tell us the incident was a misunderstanding and the incident had been resolved. This is not a satisfying response. When pressed for more information, he offered nothing further.

The customer service is severely lacking at this hotel, and that's fine if they want to stay a lower-tier hotel. If they want to rise above, however, they will have to do better. And from the $$$ they charge, they want you to think they are higher tier...

Our room was comfortable. However, I was disappointed by the service provided by the managers.

1.) When I checked in, I was trying to figure out an estimate of the hold that would be put on my card. I was told there was going to be a $50 hold as well as the estimated room stay. I was not told that it was a $50 charge for each night. I clarified this multiple times at check in to get as clear as a estimate as possible. Instead I was charged / had money held for almost double my estimate.

When I called to speak to a manager, I was connected with a woman who was hostile and short with me. She cut me off multiple times, to the point where I had to ask her to stop cutting me off so I could explain my issue. She seemed hurried and irritated that I was trying to resolve this issue. She kept repeating herself, and explaining that the hotel was not required to provide an accurate estimate unless we asked (she referred to a place card by the front desk). When I told her repeatedly that I did ask and was told a vast underestimate she cut me off again and continued to be dismissive. She ended the discussion by haughtily asking what I wanted - as if I was not complaining because I was misinformed but because I wanted something. This was insulting. I didn't feel heard or respected by her, and got off the phone feeling disappointed we chose to stay at this hotel.

2.) We had 4 people staying in the room. My husband checked in with one of the other guests. They only asked for one of the cards. My husband didn't think anything of it, and gave them his. They put both individuals charges on his card which he didn't know about until he checked his balance. When he tried to rectify it, he was told by a manager that it was because the other person didn't give them a card. He explained the person checking them in didn't ask for a second card and he was told that effectively he should have just know. He was frustrated, and felt belittled by the manager he spoke to.

The second guest went to the front desk and shared his card, but both holds remained on my husband's card. When we checked out, we were met by a woman who again was short with us, cut us off, and didn't wait for us to finish asking our questions before answering them. My husband clarified that they had our other roommates card. He was cut off and told that they had the other card and they they had already been charged. The holds took days to remove and it turned our he was still charged for...

My wife and I were invited to Cleveland last weekend to attend a concert and a play with two other couples from Michigan. I initially booked a room at the Ritz-Carlton but changed our reservation so that we could stay with our friends at the Cleveland Marriott Downtown at Key Tower. My wife and I arrived around 1:30 p.m., Saturday (11/06/21) and checked in. Upon inspection of the room I found that one of the pillow cases had a stain. As I headed toward the elevator to notify management of the stain, I saw a housekeeper and informed her of the problem. She immediately went to the room and changed the pillow case. Matter resolved to my satisfaction by the nice lady from Housekeeping.

That evening we went to the concert. While waiting for the show to start my wife received a devastating phone call informing her that her father had passed away a few minutes earlier. Needless to say, we were both in a state of shock. I asked her if she wanted to return to Michigan that night. She said she wanted to wait for additional information before making a decision. She spoke to her mother telling her that she was headed home. My mother-in-law told her to stay because there was nothing that could be done (as far as the arrangements) until Monday.

The next day we went out for an early dinner prior to attending the 4:00 p.m. play. My wife didn't have much of an appetite and took her food for later. After the play we all went to the hotel lobby. My wife wanted to eat her meal and asked the waiter in the bar area if there was a microwave to heat up her food. He told her that he couldn't accommodate her. After seeing that my wife was not being assisted I went over and asked her what was wrong. She told me that he said he couldn't heat her food. I took her food and went over to the Front Desk and asked the Host if she could assist us. Without hesitation the Host Karen took the food, heated it and returned it to my wife. She then asked if there was anything else that she could do for us. I was so impressed that I decided to write this review (my first).

As a Lifetime Platinum Elite member not only are the aesthetics of a hotel important to me but more important than that are the people on the staff and how they treat me and other guests during our stay. The management should be proud to have the lady from Housekeeping and a Host like Karen on their team. This is the type of customer service that I expect whenever I'm at a...