Hotel Cleveland, Autograph Collection — Hotel in Cleveland

If someone from corporate would like to see pictures, then call me, look up my account, you have my number. Please do not bother the have the local hotel reachout to me. The entire management team should get the axe. Management should be making sure that all jobs are being carried out properly. I would be embarrassed to have this hotel under the Marriott name, if I was the Marriott Corporation.

Our first room #866 had dirty towels hanging on the back of the door, no toilet paper, a non-functioning coffee pot, dust and grime everywhere and I could go on... I really believe that housekeeping prepared this room as if the prior guest was returning.

In our second room #1456 we had a non-functioning lamp between the two beds, no shampoo and body jell in the shower. (There was a Cream Rinse, another bottle which I do not remember what was in it and the an empty Body and Hair Wash all 3 attached to the wall.) All of the hallways above the lobby smelled like some type of mold, paint and plaste missing throughout the hotel, stain and peeling paint on the ceiling... Bill Marriott would be embarrassed if he saw this location. The Staff which I met were extremely nice, the waitress at breakfast, front desk help, valets, etc. I was told that they outsource the cleaning, if this is the result, the owners of this hotel made a grave error.....

Food and beverage was wonder, all of the staff were really nice and the old lobby is beautiful. But the guest floors I would describe as lipstick on a pig. This is from an individual that has thousands of nights at Marriott properties. Your system only lists like 1,100 or thereabouts, but that is only because Marriott lost my account years ago and thousands of rooms with it. At the time they stated that they could restore them, but I could not see going to my boss and and asking the corporate office to pull out 15 years of expense reports. I have seen impressive hotels and poor hotels. This hotel would definitely fall in the bottom 5 of all my stays....

Why when I stay at Marriott properties in Europe, they are impeccable and in the US they are hit or miss. I read the reviews from others and I thought, oh, it cannot be that bad, but I believe it maybe a worse. From 25 ft. things look pretty nice, but if you look close you will see lots of dirt, missing plaster, missing paint, etc. This hotel did not receive a real renovation, that just slapped on some lipstick and called it done, wow very sad! I only regret not taking more pictures of how dirty the hotel was, but I believe that I would have heaved.

Currently, I would not recommend anyone stay at this location...

There are definite pros and cons to this hotel. The rooms are beautiful and comfortable and the staff is kind, wonderful, and responsive.

The cons - I’ve stayed here 3 times and the air conditioner has never gotten as cool as I’ve set it. That makes for warm and uncomfortable sleeping. I was told the air conditioner is dependent on the temperature outside, which makes no sense at all. They said my room wouldn’t get to 65 when it was in the 60’s outside. 🤷🏻‍♀️ What?? On the same day maintenance told me the system was only at 75% capacity. Seems they need to get their story straight. Maintenance did say they were putting in a new system, so hopefully that will improve the situation. I have more stays booked here this year. (As a comparison, I had this happen at another hotel and the maintenance man who came to fix it eventually told me the room wouldn't get any colder. So he called the front desk to ask them what other rooms were open. He went to check them out for me and came back with two rooms that were cooler and had me check out the rooms and decide which one I preferred. A MUCH more customer focused approach!)

Other cons, some of the double queen rooms have such tiny bathrooms it’s hard to fit even one person in them. I’ve never seen such a narrow bathroom. Seemed they could’ve made the large closet a foot smaller and given the bathroom more space. Terrible design. The king rooms and the suites have a bigger bathroom. The lighting in the rooms is too dark in general, as is the lighting in the halls (which is actually a little spooky).

With all that, I’d say it’s still better than many of the hotel options in Cleveland. Most of them are so dated.

6/25/24 Update: Since this review I've had additional problems. I left my Apple EarPods in the room without the case. I called the same day I left them and was told by Ryan he would look and get back to me. He never did. So I called back the next day, spoke to him again and he told me he would send someone again to look for them! He showed very little concern or empathy. He called me back and told me they weren't to be found even though immediately after leaving them my Find My Phone app showed them explicitly at the hotel's address. I expressed concern about the security of the hotel and I had many upcoming stays scheduled there. He transferred me to security, John, who told me the room was occupied, but would he would do a thorough search when it was open and would call me back no matter what. Guess what? He never called me back. Customer serviced does not seem to be a priority at this...

Update: The hotel did reach out and try to make things right. Upgrading from 1 star to 3 stars due to excellent customer service.

As someone who spends over 50 nights/year in hotels, this was the WORST stay of my life!!!

The BAD:

I was stuck in the elevator twice on the first day!!! The remaining two days, only one elevator remained open with no option to take the stairs! I waited over 17 minutes to get on the elevator on Wednesday!!! I was told by staff that the stairs were for fire emergencies and would trigger an alarm. Also, I had a hard time accessing my floor (12th) as the elevator would sometimes unlight the floor and would allow me to go to other floors. I complained (along with several others) about the broken elevators and we were told that the hotel is historic and they couldn’t make all the necessary updates.

My room was extremely hot and would not go below 72 degrees. I had the AC set to 65 and the room never dropped below 72 and was usually 73. or 74 degrees. This is unacceptable and I was very uncomfortable trying to sleep.

I had absolutely, NO desk in my room after checking online that rooms would have desks and calling the hotel before hand. I attempted to change rooms and they told me they had no available rooms (hard to believe in such a large hotel when I never saw or heard anyone on my entire floor). I was in room 1239.

Parking deck requires you to hit the call attendant button to get out?? I was almost late to work Wednesday as I had to hit the button for help for nearly 10 minutes since the hotel told me to ignore the ticket and use my room key? My room key would not work and I even asked on the intercom twice and was ignored.

No hairdryer in the room, even after I requested one.

Fire/smoke alarm was flashing a green light that was obnoxiously bright and made it difficult to sleep or cover.

Terrible pillows, I requested different ones from the front desk and never received them.

Dark, creepy hallways with poor lighting.

The Good:

The room had a very nice, large TV.

Location was decent and I heard no noise from neighbors or traffic in my room.

The shower was nice, new and not full of mold.

The lobby was nice and well decorated.

Overall, I’ve had better stays at low end motels and would never stay at this hotel. I am sleep deprived, exhausted and couldn’t get out of this hotel fast enough. Don’t waste your money, especially at the...