Holiday Inn Cleveland Clinic by IHG — Hotel in Cleveland

We stayed for over 2 weeks during my hospital stay/surgery at the Cleveland Clinic. Overall it was a good stay, but I can't say it was excellent.

We arrived late at night and had to wait to check in only to find that there was only one person at the front desk (that took over 20 min to return to the front desk because she was alone and helping another guest) and a security guard that appeared ten min into our arrival to tell us someone would be with us eventually. He helped us find a luggage rack as we waited. The front desk person, Vanessa, was very kind and dealt with everyone with an equal amount of attention, but she was obviously overworked as she had to leave the front desk to handle things or help people and the line of 3 people behind us when she arrived were also eager to check in and get some rest but there was only one of her to help us out, one at a time. I think there was a valet, but they were obviously overworked as well as I never saw them, but there was a line of cars waiting to be parked out front, to the point where only one lane was a available for cars to pull through. Thankfully we were dropped off at the side of the building (there were too many cars out front to be dropped off by the front door and the walk wasn't too far but difficult due to my need for surgery.)

We tried to help the staff by only getting our room cleaned every other day, but needed to ask for more toilet paper or kleenex on those days, would call for some and half the time they'd bring it to the room, but sometimes we had to go to the front desk to get it ourselves. Once or twice when we wanted to get our room cleaned it wasn't and we had difficulty speaking to the cleaning staff as they didn't understand English for the most part. Towards the end of our stay the cleaning staff lead would check in on us more frequently and things got better there though.

While the staff was obviously busy, they were all nice and considerate. We may have had to wait a few times, but once it was our turn they were kind at the front desk and helped with my medical needs and directions to the shuttle and wheelchairs etc. They also helped us by finding a shower chair and a walker that someone left behind that I could use after my surgery once I was released from the hospital,

We got takeout from the hotel restaurant once, it was a decent sized serving but a bit expensive and the fries were very crispy. We got take out from Burger King across the street about 5 times I think during our stay after eating once at the hotel if that tells you anything.

We used the gym twice, it was a good sized one for a hotel and had the light weights and bike I could use pre surgery. It was clean and had wipes available too.

Also, the design of the rooms needs some updating. There is no fans in the room and the A/C was strange as it would change the setting on us by a few degrees throughout the day. Also, the barn door on the bathroom was dangerous as the bumper for the door wasn't placed correctly or missing and we had our fingers squished frequently, thankfully we didn't slam the door because we could have broken our fingers from that. We did report it as we checked out, but probably should have reported it eariler, we were just too stressed with my health issues to address it sooner. There was also no vent fan in the bathroom,...

Honestly, this is a nice Hotel, and very convenient for Cleveland Clinic patients. The valet greeted us and were very kind and helpful. They answered all questions with patience and were polite. Valet offered to help family member assistance with unloading we declined but hopefully they do have Concierge to assist those who need it to thier rooms. When you first arrive inside it is quite eyecatching but the warmth comes from the people who work there who assisted us..not the environment around you. It has all the eating options( restaurant, snack room, bar)a person would desire and need but way over priced for this convience, and a stiff and cold atmosphere as in a hospital cafeteria or food court. The bar looked warm and colorful but I do not drink. Outside of there out back is a very nice patio lounge area that was inviting, and enjoyed while there! There were plenty of vast pleasant seating areas throughout corridors of lobby that were available that one could have privacy if so desired. I cannot say anything about workout room or pool. Would of loved to enjoy but surgery next day didn't allow for that.

The hotel clerks were

very patient, helpful, kind, professional, and went the extra mile while I was there. There were a couple of situations there but were handled promptly, and as expected should be. First, our room had pasta and a button on the floor having not been swept properly. That was very disappointing even with the Cleveland Cleveland patient discount which is appreciated I would expect more. Additionally, having worked in that industry of hospitality before Unacceptable! That was kindly rectified. Next, and I'm sure all big cities encounter this but while my family was at the elevator a young adult nicely dressed in name brand sport attire approached my family member and asked for 1.00. My father politely responded I don't have any cash on me, then continued to ask me, and nastily remarked "well can I get a cigarette then?!" This was off setting. I expected to feel unsafe outside the Hotel on the grounds but with valet right there and security I did not! I reported this to the hotel clerk and she went and got security. The security gentleman was very thorough and kind looking throughout the hotel and outside that evening. My family did feel secure enough to stay an additional 2 nights as I had surgery. The only other issue I would point out is the cost and mainly inconvenience of parking. We got a 7 day all day in & out access pass from Cleveland Clinic valet for 30.00. The parking garage is 2 blocks from the Hotel. Its an easy walk if you can but on top of that my family had to pay 25.00 a day for Valet to have a spot at the Hotel. I know parking in downtown Cleveland is limited. We have more hospital staff, patients, etc. However, years ago the parking lot next to the Hotel use to be free parking for guests now it is for employees of the hotel or the Clinic I'm not sure which. So for people who have health challenges, mobility, issues or are older relating to access and expendable income as this mainly serves to be a Patient-Centered/Conference Hotel it would be very hospitable to be able to accomodate additional options for parking. I know there is alot...

14APR2025 - After reading the response from the property after my last review, I decided to give this property another chance - 4 months post my last visit so definitely enough time for improvements to have been implemented and completed. I stayed on the 9th floor this time and the metal work (lamps, fixtures, etc) weren't nearly as rusted as in my previous room. The shower however could've definitely been cleaner - finding hair all over the place from a previous guest is disgusting enough but the grime around the bottom of the shower doors was nauseating. In regards to the comments left by management upon my last review regarding the lobby furniture being worn and tattered, they indicated new furniture was being delivered in the near future. That may've been what was supposed to happen however, the same grey vinyl benches in the lobby are just as worn and tattered as they were during my last stay over 4 months ago. I walked to some other areas of the extended lobby and the fabric covered chairs are just as worn if not more. Almost thread bare in places. Definitely need to invest some monies here to have things reupholstered and repaired. I can't imagine IHG approves of a lobby looking this shabby. Based on the observed occupancy rates, this property can more than afford to improve its decor. At this rate, people are just going to stop staying there because it's becoming so unkempt. Opening May 8, 2016, this property is definitely overdue for an upgrade. Gateway Investment Partners, the company selected by Cleveland Clinic for a ground lease to develop a new hotel should be ashamed at the condition this property is in. On a positive note, the restaurant produced one of the best pizzas I've had - the crust and toppings were to perfection. Additionally, the Michelob Ultra was served ice cold which made it even that much better and the service was outstanding.

26NOV2024 - The location of this property and its staff are amazing but the facilities and housekeeping need a complete makeover. The facilities. While new and modern are completely worn out. The furniture in the lobby as well as rooms is worn out, all the metal work (lamps etc) are rusted in the rooms. In regards to housekeeping, the entire crew from highest to lowest needs replacing. Based on all the reviews and my personal experience, the room are questionable clean. Personally, my shower, upon arrival, looked like something from a college dorm that’s never been cleaned. Hair was still in the shower area. Pink Serratia bacteria surrounded the entire lower perimeter of the shower as well as yellow grime. Additionally, water calcium buildup along the bottom of the shower doors was everywhere. Regarding the HVAC unit, it appears as though it hasn’t been cleaned or the filter replaced in 6 months to a year as dust and lint were everywhere around the intake as well as exhaust. Overall, I initially rated this hotel a 2 based on the newness of the facility but have reduced it to a 1. A customer shouldn’t have to second guess their safety and clean a room they’re paying to stay in. Better general management might be a beginning if this is the...