Hilton Garden Inn Cleveland Downtown — Hotel in Cleveland

I will edit to add that the Assistant General Manager was very helpful when I spoke to him about this and was concerned about customer safety.

Long story, but worst hotel experience I've ever had....I stayed with a friend at this hotel this past weekend (Aug. 15-18, 2025). We added an extra night, which was a separate reservation since the original could not be edited. We asked at check-in Friday and were told that we would be able to stay in the same room and it would be no problem they just couldn't combine the reservation, so we went down again on Sunday morning around 9:30 AM (day of original check-out) and talked to the front desk about how we added a night and we weren't actually checking out but staying the extra night (we had both of these reservations for months at this point). Again, we were told that was fine, we could stay in the same room and we were all set to go (no mention of having to come back at "check-in" time and recheck into the room). We clarified that we were all good, and left for the day to explore the city. We came back around 9:00 PM, went back to our room (key still worked, all of our stuff was in the room, all good). At 3:30 AM we are awoken to a couple entering our room with a key, my friend quickly jumped up and stopped them at the door saying we were in the room. They apologized and said this was the room they were given at check-in and left. AN HOUR later, after we finally got back to sleep we are awoken again by someone banging at the door, saying he was security, and we needed to leave immediately because we were not supposed to be there (why didn't they call our room or check on it when the couple went back down, why wait an hour and then assume we were the ones in the wrong?!). He made us get up, go down to the front desk. The lady at the front desk very rudely told us we checked out at 1:00 PM that day and we were not supposed to be in the hotel. I pulled my email up showed her we had the reservation, told her that we spoke to someone that morning and they said we were all good to stay. She told me repeatedly that we should have checked out and checked back in and that whoever we spoke to shouldn't have told me it was ok to stay (How is that our fault? That hotel staff told us the wrong information when we went to see what we needed to do?). I inquired on why our key was still working at 9 PM, and all of our stuff was still in the room which was obviously not cleaned and ready for a new guests, and she said the key still worked until a certain time (again major safety issue if someone who "checks out" has a key that still works that late into a new check out window!). After going back and forth for several minutes (including the lady holding her hand up to my friend and telling my friend that she was not talking to him when he tried to intervene on my behalf), we were finally allowed to go back up to our room. We had an early flight to catch and had to leave about 6:45 AM at which I went and told the lady we were leaving and she said that we could stay they got it worked out in the system but again reiterated that we should have checked out and then checked back again (so still blaming us for this incident). Not only did I feel super unsafe with someone having a key to our room in the middle of the night, we were also embarrassed and made to feel like criminals after paying about $650 for three nights at this hotel, but no one ever apologized or acknowledged that it was the hotel's fault for the mix-up. We were woken up twice in the middle of the night before having to get up at 6:15 AM for an early flight, definitely the worst hotel...

Long story, but worst hotel experience I've ever had....I stayed with a friend at this hotel this past weekend (Aug. 15-18, 2025). We added an extra night, which was a separate reservation since the original could not be edited. We asked at check-in Friday and were told that we would be able to stay in the same room and it would be no problem they just couldn't combine the reservation, so we went down again on Sunday morning around 9:30 AM (day of original check-out) and talked to the front desk about how we added a night and we weren't actually checking out but staying the extra night (we had both of these reservations for months at this point). Again, we were told that was fine, we could stay in the same room and we were all set to go (no mention of having to come back at "check-in" time and recheck into the room). We clarified that we were all good, and left for the day to explore the city. We came back around 9:00 PM, went back to our room (key still worked, all of our stuff was in the room, all good). At 3:30 AM we are awoken to a couple entering our room with a key, my friend quickly jumped up and stopped them at the door saying we were in the room. They apologized and said this was the room they were given at check-in and left. AN HOUR later, after we finally got back to sleep we are awoken again by someone banging at the door, saying he was security, and we needed to leave immediately because we were not supposed to be there (why didn't they call our room or check on it when the couple went back down, why wait an hour and then assume we were the ones in the wrong?!). He made us get up, go down to the front desk. The lady at the front desk very rudely told us we checked out at 1:00 PM that day and we were not supposed to be in the hotel. I pulled my email up showed her we had the reservation, told her that we spoke to someone that morning and they said we were all good to stay. She told me repeatedly that we should have checked out and checked back in and that whoever we spoke to shouldn't have told me it was ok to stay (How is that our fault? That hotel staff told us the wrong information when we went to see what we needed to do?). I inquired on why our key was still working at 9 PM, and all of our stuff was still in the room which was obviously not cleaned and ready for a new guests, and she said the key still worked until a certain time (again major safety issue if someone who "checks out" has a key that still works that late into a new check out window!). After going back and forth for several minutes (including the lady holding her hand up to my friend and telling my friend that she was not talking to him when he tried to intervene on my behalf), we were finally allowed to go back up to our room. We had an early flight to catch and had to leave about 6:45 AM at which I went and told the lady we were leaving and she said that we could stay they got it worked out in the system but again reiterated that we should have checked out and then checked back again (so still blaming us for this incident). Not only did I feel super unsafe with someone having a key to our room in the middle of the night, we were also embarrassed and made to feel like criminals after paying about $650 for three nights at this hotel, but no one ever apologized or acknowledged that it was the hotel's fault for the mix-up. We were woken up twice in the middle of the night before having to get up at 6:15 AM for an early flight, definitely the worst hotel...

3.5 stars. Our family spent 3 nights at this Hilton location. We wanted to explore the city and be close to family friendly activities. The Guardians weren't in town, but the hotel is conveniently located directly across the street. That's about the only place this hotel is conveniently located near. Carnegie Avenue is not the greatest area to be walking around on, and most family friendly activities are 10 minutes away by car. I completely misjudges the locations of places when I booked the hotel.

The pool was open. It's not monitored by staff, so at times it got really busy and loud, and several guest were not following the posted rules (eating in the pool...really??) The guest lounges in the lobby were really nice and comfortable. Breakfast was available (6-9a week days; 6-10a on weekends). The buffet was not worth the price (not included with the stay), but the a la carte items had great choices. The in-house restaurant (Harvey's) was very convenient. Decent food and nice bar. The parking was in a secure lot that needed a room key to access; $20 per night for hotel guests. The hotel itself was always busy with patrons.

Rooms: We were on the 2nd floor. The entire hallway always smelled like exhaust, like a motor was burning out. And the ice machine was broken on our floor the entire time. The room itself was an appropriate size for us. We were 3 people, yet there were only 2 sets of towels. I needed to ask for more towels and two more pillows as only 1 pillow was provided for each guest. The small refrigerator was nice to use for drinks and food leftovers; we never used the coffee maker. We could not get the TV to work beyond the channel that it turned on to. We changed the batteries (using our own supply) and tried everything we knew about remote controls; needless to say, we never watched TV during our stay. I'm not sure when the room was last used, but the room was not the cleanest. There were visible dust bunnies and clumps of hair on the bare floor, my daughter's white socks became filthy and brown from walking on the carpet without shoes, and there were stains on the underside of the comforter of one of the beds.

Staff: There was always someone at the front desk. They were all polite and courteous. Only once when we called down to the desk from our room did the phone go unanswered. We did have to asked twice, thought, to get more towels. The staff in the breakfast dining area were quick and attentive.

Personally, overall, I was disappointed with our experience in Cleveland. It's not a family-friendly city, at least for visitors. Not much is within walking distance of each other. Based on my research, I thought our hotel would be near more "things", after all we were staying in Center City. If your going to a baseball game, it's a great place to crash. If we do return to Cleveland, though, I think we'll stay...