Hilton Garden Inn Cleveland Airport — Hotel in Cleveland

Just a heads up, if you’re crew. Hotel management stated crew must be out at noon. ||So many issues with this hotel. |First, we came in late around 2am. We called the hotel to make sure there was a van on the way since we were delayed. We get outside and there’s no van for 20 minutes. We call back to ask and front desk said “oh he didn’t see anyone so he left.” Despite they knew we were walking there. |Second, when we checked in the front desk asked what time we needed our van (runs every 30 minutes after 10am). We needed different times 2, 2:30pm and myself 3:30pm. Next thing I know, room service comes knocking on my door around 1pm and I said “no thank you.” Then management comes BANGING on my door yelling “MANAGEMENT” at 2:12pm. I opened the door asking excuse me yes? And they said I was supposed to be out at NOON and that she had spoken with me on the phone that I understood to be out by 2pm. I said “excuse me, nobody called me and spoke to me on the phone to be out at 2pm and I had NO IDEA that I was “supposed” to be out earlier than I needed to be at noon” Management kept arguing with a sassy tone that she did speak with me (she spoke to my crew not me) and that they are not in contract with us so I needed to be out now. I informed her and the man that was with her that I needed to shower and asked why did her front desk just take down our van time if we needed to be out by noon? I informed them we had nothing on our end that we were supposed to be out at noon. I was genuinely confused and said they need to talk to the people that schedule our hotel and to not come yelling at me and to know who they are talking to first. It was very aggressive and unprofessional, and miscommunication all around but the way they were talking to me had me shaking. So I showered quickly and left at 3pm even though I needed to leave at 3:30pm. |Third, the room was dirty. Shower was dirty and the room smelled very bad. Ice machine was out of order on the floor. The only positive thing is there was a microwave in the room and the 3pm van driver was SO friendly and nice to me. He apologized for the situation and was a pleasure to talk to. ||Crew be sure to call your crew scheduling if you’re staying here to make sure you can stay later.||Disappointed in the poor management and how the situation...

Text: We wanted to get the closest hotel to Cleveland Clinic Fairview Hospital on Lorain Ave. for a surgery. We chose Hilton Garden Inn which is about 4 miles away. It used to get good reviews BUT it has had some problems--some flooding in the past month??. The hotel room was good but the hotel was not what it used to be. A big part of the hotel is blocked off for renovation--because of the flooding problem? Part of the first floor is blocked off and has only one elevator--the second elevator is blocked off and not working. So, we had to wait too long a time to get an elevator. The one working elevator was a mess--the floor was very dirty and stained. -- Well, our room was clean and nice space and worked out OK to be close to the hospital. -- I just wish they could do a better job of fixing the problems. So, it was fine for what we needed but not what I wanted or expected because of 1 elevator for 7 floors. The restaurant on the first floor was open for breakfast and dinner but not too good. The seating was so COLD, maybe because of all the renovation constructure. We had to take food to our room. BUT we needed a wheel chair for my husband and they had ONE available---hope they have more when needed?? Overall, it was fine but had some problems, maybe because of the water flooding problem that they are "trying" to fix. -- There is no underground parking, so when you get out in the morning, your windows are so frozen that it takes a time to fix that so start earlier if you need to get somewhere...

Hotel is nice , we stayed Friday and Saturday last week. We sell Jewelry and was at a show all weekend. Saturday around noon we received a call that our room has not been paid for; when in fact we paid for it Friday as soon as we arrived at the hotel (it's a requirement in all hotels as far as I know). The clerk said that they deactivated our room keys and we needed to pay for the hotel stay. On the phone my wife kept saying she had paid and could prove it. The clerk kept saying that we couldn't get back into our room until we paid.

My wife left the show to prove to them we paid the bill Friday upon arrival. When she arrived, my wife showed her the charge online, the clerk said, well that one will drop off, we need to run your card. The appropriate thing to of done was to call, admit they made a mistake, apologize and ask that we stop by when we got back.... . Not to say we've locked you out of your room for non-payment.

So now we have 2 charges on our card for the stay, waiting for 1 to drop off. There was no apologies, just rudeness and a combative attitude.

Remembering when I was younger I found the situation very troublesome.... not everyone has enough money to pay for the room twice and wait for one of the charges to drop off.

We travel almost every weekend for shows we always stay at Hilton Gardens hotels never ever had problem. Will have to rethink about hotel plans...