Kimpton Schofield Hotel — Hotel in Cleveland

I'm writing this review to summarize our experience we had staying at the Kimpton Schofield for our son's wedding in Cleveland. (His new wife's family is based in the area, but he and his wife are on the west coast). Their ceremony was in the Cleveland Botanical Gardens, reception at the Cleveland Museum of Art. ||The Hotel being just 12 minutes away from both of these, served as a key location, and also was conveniently connected to their Friday nights Welcome event in The Flats area. Likewise there's a wonderful deli/market, Heinens, across the street and it's easy walking distance to the pedestrian area restaurants and bars on 4th Street.||We are based in Michigan so we wanted to create a "home" base for all our family and friends coming in from out of town for the 4 day long weekend. The staff at the Kimpton exceeded our expectations throughout the year of planning leading up to the weekend, as did the space they helped us create. ||We reserved the entire Levi Floor - all 7 apartments - for the immediate families. The eight floor became one giant house, complete with a large gym. |The signature 2 bedroom apartment, the Schofield, was an excellent space not only to host family and friends throughout the long weekend, but served as an excellent spot to have the Bride, all 5 bridesmaids, mothers, and a few friends to get hair and makeup prepared for the day. So much fun!! The Rockefeller 2 bedroom apartment was likewise perfect for the Groom and his groomsmen to gather before the big day started. |Every detail in these rooms, as well as the other apartments, contributed to our vision of "Our Family Home Away From Home", right down to the well equipped kitchens, comfortable beds/bedding, relaxed furnishings and home essentials like the dishwasher/washer/dryer/iron & steamer. Guests rooms in the hotel blocks were equally perfect for the weekend. ||I want to particularly highlight how highly impressed I was with Marissa Lee in Sales. Her complete attention to not only every inquiry I made along the way (the year of planning, with two pre walk around visits) but her insightful suggestions for items we could enhance our weekend with, like restaurant & catering services, or city logistical situations we may encounter, helped everything run smoothly. She listened thoughtfully, sent timely detailed confirmation emails, made sure that everything we asked for was followed through upon, and handled coordination with various staff so that nothing got missed. She absolutely was exactly everything I needed and more to help me make everything special for both my and the Brides family.||I likewise want to give a shout out to the Hotel's Maintenance/Housekeeping who greatly assisted in making sure every room on the Levi floor was setup properly to our requests (which they met with attention to detail including moving about furniture), that rooms were cleaned working around our wedding events schedule, and the fact that any minor hiccups were immediately taken care of. Furthermore props to Valet!! From assisting with moving carloads of items up to the Levi floor on several occasions, to making sure they were adequately staffed during event times despite it being a Baseball Home Game rush. ||Lastly, I want to praise the staff who handled the check-in process for all our guests. All was handled smoothly and with a welcoming smile 😊 Our premade welcome bags, which included vouchers to the hotels restaurant, were handed out with care too. Those standing up in the wedding and our family guests were very happy with their grouped room locations and appreciated the some early check-ins. ||The Schofield staff's professionalism, attention to detail, and willingness to go the extra mile did not go unnoticed by myself, my husband or the bride's parents!! |We received numerous compliments from our family members and friends about the comfortable accommodations and the excellent service. Especially those who were on the Levi Floor or those that came up to visit - it really did feel like a big family home!||I cannot say enough how I truly appreciated Marissa's hard work and their hotel's entire team's efforts in coordinating the multiple bookings, room groupings, and early check-ins. They were truly invaluable and significantly contributed to the smooth and successful long weekend. We found their dedication in making our wedding weekend a success so touching.|A truly great location to gather out-of-towner's...

Hotel- Kimpton Schofield Hotel (Cleveland, Ohio) Date- 19oct2020 – 21oct2020 (2 nights) Overall: 5/5. Excellent. This is my preferred hotel in Cleveland, for stylish rooms and stellar customer service! Rewards Club Recognition- 5/5. Excellent. When we checked in, we were thanked for our loyalty. We were given welcome amenity points, and our room was upgraded. An amenity was also left in our room, a $10 Raid-the-Bar credit was given (for the bodega or restaurant), and we were offered a late checkout. Staff- 5/5. Excellent. My spouse and I were blown away by the customer service on this visit. Tamara at the reception was wonderful; she recognized us from prior stays immediately upon arrival and efficiently checked us in, effectively keeping us up to date on the changes to the property as the pandemic continues. Vincent was engaging and informative; what a pleasure it always is to interact with him and the other staff members! Property Appearance & Maintenance- 5/5. Excellent. No outstanding maintenance issues were evident. Exterior- 5/5. Excellent. The historic Schofield building is well maintained and clean. The window seals could be improved, for both sound and air leakage reduction, but in a historic building, this can be a substantial undertaking. Interior- 5/5. Excellent. The lobby was clean and effectively organized. Even though it was raining when we arrived, the floors were dry and immaculately kept. The lobby is off to the side, making it somewhat hidden from the entrance. The hallway corridor carpets and walls are in good shape; few, if any, stains could be found, and the walls did not have any scuffs evident. Hallway lighting was functional. The furniture, both in and out of the room, was good repair. Accommodations- 5/5. Excellent. The Presidential Suite is spacious and charming. A kitchen area with a sink, minifridge, and a dining room table separates the living room area and the main bedroom. The living room has a fold out sofa bed, which makes the room perfect for families with children or even groups of 3 or 4. The bedroom can be closed off from the remainder of the suite, should parents (or others) want privacy. A handicapped accessible bathroom with a shower is off the living room; a larger bathroom with both tub and shower is off the bedroom. An umbrella and iron/ironing board were both present in the room. The acoustic guitar hanging in the living room is a nice touch, for a city with the Rock and Roll Hall of Fame. The corner room view is noteworthy, facing both down Euclid Ave to Playhouse Square and in the opposite direction & down 9th to Lake Erie. Housekeeping- 5/5. Excellent. The bathrooms were sparkling clean, as were the floors and tabletops. The toiletries (shampoo, conditioner, soap, toilet paper, facial tissues, towels, etc.) were provided in a supply adequate for the length of our stay. I was comfortable that the room was safe for a stay during the pandemic. Pool/Gym- not evaluated. Breakfast/Meal Options- 5/5. Excellent. Social or wine hour is from 5p until 6p, and coffee is served in the morning from the front desk. In addition to the ‘bodega’ at the reception, which contained the usual minibar items, the restaurant Betts was available and served a versatile menu of salads, bowls, beef, chicken, & salmon entrees. The ‘single table greenhouses’ outside add an urban and intimate, yet COVID-19 compliant, dining option. A grocery store is also available across the street from the hotel. Laundry- not evaluated. A laundry bag and pricing sheet were in the closet; pricing was reasonable for a hotel of this class. Computer/Printer/WiFi- 5/5. The WiFi was strong throughout the hotel, and streaming was mostly smooth. No computer or printer was available, but the front desk can accommodate any printing or...

Short version - paid near double the rate of nearby hotels to move rooms twice, miss an entire dinner service, and get offered an opportunity to pay full price for a cheese plate at the bar. Management clearly did not care. Gave two stars because the floor-level staff were kind.

Full story:

I was hesitant to post a review when I first stayed here, at the request of the hotel management and because I felt a little out of place saying that a place this nicely presented could have been such an awful experience. I originally stayed for one night while I was in town, and planned to check in to my room before enjoying a dinner at the attached restaurant.

When I arrived however, we found that the room we were sent to had not been cleaned after the previous guest had left. Linens were left around the room, and the bath robes we had to pay extra for weren't there. We chalked this up to a simple mishap, and went back to the front desk attendants, who, after a wait, were able to find us another room.

This room was clean, except the lights didn't work. Flip the switch, nothing. I assumed then that maybe the floor lamp had a power switch of its own, but that didn't work either. The bulb was blown out, and another was flickering. There were no bath robes here either.

I went back to the desk, and hoped they would just send someone to the room to replace the bulb and give us the robes, but they chose instead to upgrade our room. They upgraded us to a room that felt smaller, but boasted a "city view" that apparently made it more desirable. Still no bath robes, and this time, no bath towels either. I returned to the desk again to ask for the robes and towels.

After ensuring we weren't going to be moved to another room, a thorough test of all the fixtures in the room, and waiting for the robes and towels to be brought, we finally went down to the restaurant.

They promptly refused to seat us because we were too close to the restaurant's closing time. A trip back to the desk yet again, and we were told that they would offer an extended menu from their bar, which consisted of bar snacks like pretzels, peanuts, and cheese plates. I asked if there were any other places I could go to buy dinner, and the suggestion was a handful of restaurants within walking distance.

After walking around downtown Cleveland after dark, which itself was more than a little unexpected, I found out that all of the suggested restaurants had closed as well. I returned to the Schofield, went to my room, and then doordashed Rally's.

I've never had a more stressful experience at a hotel in my life. I told the staff that, and after leaving the hotel, I received a call from someone in management, who suggested I wait to judge the hotel until I came back, and that they would even lower the rate when I returned, to ensure that it would not only be a good experience, but a good value, too.

So, I waited until another opportunity arose to come back into town, and I called two months ahead of my stay to book a reservation and to see what management would do.

After being hung up on no less than four times, they offered me a laughably small discount, and then proceeded to book me a day less than I had asked for. I looked around at other hotels in the area, and found a similar looking building, with a nicer room that has more amenities, with cheaper valet parking, that was happy to book the actual date I requested. Staying an extra night in a nicer room, by the way, was still three hundred dollars cheaper than the exclusive manager's discount I was offered at the Schofield.

Don't get me wrong - I'm sure some people here have had a great experience, and I wish I had, too. But to me, it just seems like an...