Lyric Hotel West End, an Ascend Collection Hotel — Hotel in Cleveland

I referred my family to stay at this hotel while we were honoring our family member who had past away. I booked two(2) rooms under my name and (1) under my daughter’s name. After arriving at the Lyric Hotel West End I was greeted by a young man at the front desk. ( I am sorry I didn’t get his name.) He found my reservation and checked me in. I informed him that I booked 2 rooms and that the other room was for my brother in law and his son. I gave him their names and asked if they would change the reservation into their names as they were paying for their room. He said sure no problem. We got our keys and left.

Later on that afternoon maybe 1 1/2 hour later my daughter made it to Cleveland MS. We were viewing the remains of our family member. She asked if I could check her in as it was a little after 3 and she didn’t want to lose her room. I phoned the hotel and spoke with a lady. I informed her that I was calling for my daughter. I gave her my daughter name and at first she said that there wasn’t a reservation for her. I assured her that there was. I booked it on line once with Princeline by mistake and Canceled that one and the second with their hotel under my daughters name and credit card. She informed me over the telephone that I would need to come with her to check her in. I asked why the room was booked under her not me. I was just calling to inform them that she was running behind schedule and wanted her room. Ok, I hung up from the call and we went to the hotel to check her in. Once we got there my daughter gave them her name and ID and credit card and nothing was directed to me. She checked in without a problem. My brother in law and his son didn’t make it to the hotel until around 5 PM once he arrived and gave them his name and ID and credit card they then told him he can’t check in. Yes his name was on the reservation but in the notes. So, the young man that added him to the reservation didn’t change the reservation out of my name. So my brother in law and son had to wait about 2 hours until someone located me. This is truly unacceptable not only was I given the wrong information. I also was charged for his room. The front desk representative took his credit card and ID information stating his card would be charged for the room that night. Well to my surprise after arriving home and finalizing my expenses for the trip I saw that my credit card was charged for both rooms. Sorry, to say this wasn’t until Tuesday (5/7/2024) I phoned Choice Hotel and spoke with Jen she looked up my reservation and saw that I was charged for both rooms, while I had her on the line I phoned my brother in law and informed him of what had happened and that she needed his credit card last 4 digits to ensure he wasn’t charged as well. After checking Jen stated that he wasn’t charged she also stated his card was used for incidentals and that was released the next day. Out of all this mess Jen was the only person that listen and investigated the situation. I later learned that my sister in law and her husband and my other sister in law had the same faith. To say the least no one was happy to say the least.

Your staff needs to know that the customer needs to feel that we are valuable to your company, not just sign on the line do you understand. They made sure you signed the form they put in front of you. Said a few words about what the form was for pets Charge and smoking is what I got out of it. No clear instructions about check in, no information about billing procedures. Please note there was 2 ladies at the front desk the short lady did most of the talking and her tone to say the least was very hostile. As a matter of fact she was talking with another customer who was upset about being billed for 5 rooms at the wrong rate. The only reason I am mentioning the above is that she introverted herself into my conversation with the young man.

I can go on and on, but I think you get the picture we didn’t feel special. I truly tried to find something good to say about the staff. I think better training and they will be fantastic.

Sorry, I never gave a hotel a 1 before. The hotel it self was nice cleaning crew good job.

Doris Roy M.

No out of 16 family members at your hotel only 2 didn’t have a problem the rest of us was truly disappointed.

What should have happened in my opinion. Your hotel should state on your web site that if two or more rooms are...

My stay at the Lyric Hotel in Cleveland, Mississippi was not satisfactory. I checked in on Thursday, 8/28/25, and received my key cards. Upon entering the building where my room was, I found that the door was open. There was a card entry pad on the door, but it was not functioning as intended, as the door could be opened without a key. This lack of security is a significant concern, as anyone could enter the building. Safety is a fundamental requirement when staying in someone's establishment, and this fell short of expectations. Once I entered the room, 601, I discovered it had a strong smoke odor and a large piece of what appeared to be paper hanging from the ceiling, which seemed to be peeling off. As a non-smoker, the smell caused me to become nauseated. Additionally, the closet door was missing the entire handle. I approached the front desk again to express my concerns and request a room change. Unfortunately, no room was ready at that moment, and the attendant, James, explained that I would receive a text notification once another room became available. He also offered to examine the issue in the original room. Regrettably, I never received the text. Upon returning to the hotel around 11-12 pm, I encountered another attendant who could not locate my initial check-in. I advised her that the transaction for my stay had already been initiated on my credit card. She promptly completed my check-in, and I proceeded to my room. Upon entering the second room, 702, I observed that some of the lighting fixtures were malfunctioning. One light bulb was entirely absent from its socket. Due to fatigue, I proceeded to rest. Upon waking and entering the bathroom, I noticed that the floors and toilet appeared to be unclean, with visible dried mud and dirt on the floor and yellow stains in the toilet. Furthermore, the facial tissue dispenser was empty after removing two tissues. I also observed that the drawers were missing handles. Attempting to contact the front desk to report the bathroom's condition, I discovered that the phone was inoperable. I requested that my sister bring over cleaning supplies, as she was conveniently located nearby. Before attending a funeral wake for a family member, I took the initiative to clean the toilet and shower. Upon leaving, I stopped by the front desk to request room cleaning. However, upon my return later that night, I found that the soiled towels had been removed, but no replacement towels were provided, and the room had not been cleaned. I attempted to contact the front desk via phone, only to be reminded that it was not functioning, and I subsequently reached out to reservation services for assistance in obtaining the number for the front desk. I eventually received towels that night, and the front desk informed me of the 11 am deadline for submitting room cleaning requests. Unfortunately, I encountered the same issues the following day. Throughout my stay from 8/28-9/1, I was disappointed to find that I could not obtain room cleaning services, phone repair, or replacement, and I had to take extra precautions to ensure my personal safety due to the unsecured building. I had expected a higher level of service...

The Lyric has been my favorite place to stay in Cleveland for the past couple of years. The location is great, the staff is always friendly, and the hotel is always clean. I have always left extremely complimentary reviews, up until my last three stays. The two stays prior to this one, there were problems with things being broken and not working in the rooms. Each time I let the front desk know. The first time, we were assigned to a different room - which also had problems. The second time we were told a maintenance person would be by the next morning to fix the problems, but no one ever showed up. I reminded the front desk of the problems at checkout. On both occasions I did not leave reviews - I thought the maintenance issues were just a fluke and did not want to speak poorly of the hotel. However, there were serious problems on my most recent stay and I can’t just keep ignoring the fact that the hotel is not being maintained properly. The drain in the bottom of the bathtub would not remain in the open position, making it extremely difficult to shower. The ceramic soap tray in the shower was broken and sharp edges were exposed. The shower head was loose and when I went to adjust the water stream it came apart and moldy slime squished out all over my hand. (I cleaned it out and put it back together correctly.) The toilet would not stop running. (I took the lid off the tank and adjusted the flush valve and it fixed it.) The towel rack by the shower was completely missing and there was a hole in the wall where it should have been. The towel rack by the sink was so loose that I was afraid it was going to come out of the wall if I put a towel on it. The toilet paper holder was missing and there was a partial roll of toilet paper just sitting on the counter next to the sink. The exhaust fan in the bathroom was not working at all - I flipped the switch on and off and nothing happened. I wrote down a list of all these things along with my room number (104) and left it at the front desk when I checked out. While I prefer to stay at the Lyric whenever I’m in Cleveland, after three bad experiences in a row I am about ready to pay the extra $40 a night and take my business back to the hotel...