Metropolitan at The 9, Autograph Collection — Hotel in Cleveland

I rated 2 stars because despite the nice stay at the hotel itself, I had a horrible run in with one of their employees. It rubbed me the completely wrong way and honestly came off a bit prejudice and discriminatory in my opinion. We booked the hotel to celebrate a birthday in a nice setting and also enjoy the rooftop bar, which we did. But when we started to take pictures in the lobby, we were stopped by an employee named Dave (not sure if he was security or valet). He said that pictures weren't allowed in the lobby and that we would have to go through their marketing department to be able to take pictures, which I had no prior knowledge of seeing as though it doesn't state that anywhere on the website. So, we apologized and promptly left and went to a different area (Not in the lobby. Down the hallway, behind the elevators and down the stairs) where their was not a single other person to be disturbed, because we figured that would be acceptable and we really wanted pictures of the nice ambiance that we paid for. Dave again, followed us to that location and let us know again we could not take pictures there either. Which was fine, policy is policy. The problem came in when he began to berate us. After he informed us the second time, we again complied and headed back to our room as to not cause trouble. No argument, no fuss, our intention was never to cause a problem. Which is why I have no clue why he proceeded to follow behind us, and mockingly start to speak in AAVE for some odd reason, repeatedly! Not once did we turn around to engage him at all, not one single word, yet he continued the entire time until we were in the elevator. We didn't even bother saying anything because he made it a point to mention how quick he would be to put us out. He also implied that we didn't actually have a room at the hotel which was extremely insulting. There is a way to go about things and insulting and harassing the customers is not it. We also saw him several other times soon after at the rooftop bar, as well as on our room floor. We didn't do anything wrong, we patronized the hotel and it's restaurant and we shouldn't be followed around like criminals all night. His behavior was truly reprehensible. Also, seeing as though we are young and black, it felt very targeted. I made a point to submit a complaint to the hotel before I left. It's sad when one employee ruins things because everything else was amazing. He sticks out like a sore thumb amongst all of the other amazing staff. Without him, it would have been a close to seamless experience. We were unaware of the policy about 0 pictures in the hotel and I strongly believe something like that should be clearly stated somewhere online or in the actual hotel so something like this doesn't happen.

For the record, the hotel is amazing! I had 0 problems with the hotel itself. Check in and out were both smooth, the room was gorgeous, the staff members were so sweet, helpful and amazing!! Also we love the rooftop bar, the food was good and we will be returning. This review is more to notify the hotel of a problem that we undoubtably be a problem in the future. I do want to give a special shoutout and thanks to the three women at the front desk who were the sweetest and most helpful people ever. Nicki, Holly and a third woman whose name I wasn't able to catch! They were great, along with the doorman who helped me carry my army of supplies upstairs. All wonderful people. The only other problem I had was I was charged an extra deposit, but I was...

One of the worst hotel experiences I've had – completely unacceptable for a property of this price point.

We stayed here over Pride weekend and were excited for what we thought would be a high-end experience. Instead, we were met with a string of frustrating issues and a complete lack of communication or service recovery.

I had called the morning of check-in to confirm when our room would be ready and was told it would be available at noon. When we arrived at noon, we were told not only was it not ready, but that we never should have been told that.

We came prepared to change in our room before Pride, store a valuable housewarming gift securely, and enjoy our stay. Instead, we had to get changed in a locker room in the basement, with our belongings left with the front desk.

We never got a call or text until 5 p.m. – an hour after standard check-in time. So not only were we misled about early access, we were actually checked in late by hotel standards.

When we finally retrieved our items, we discovered that the paper bag containing our brand-new, bottle of 818 Tequila (a housewarming gift) had been switched, and the bottle was missing. After asking around, a supervisor finally admitted it had been broken that morning, and no one had contacted us or even planned to – their exact words were, “If you came to me, I would’ve told you.”

No apology note. No call. Just silence – until we asked.

I had to submit my credit card statement just to prove the value of the gift they damaged – an invasive and bizarre requirement for something that was entirely their fault.

After all of this, the "apology" was an offer of 10,000 Marriott Bonvoy points — despite me clearly stating I don’t stay at Marriott properties and would rather be compensated directly.

On top of the disappointment, the situation caused a significant time inconvenience. We were forced to rearrange our plans, locate and purchase a replacement gift last minute — all while trying to participate in a busy weekend of events. We didn’t have the card we had thoughtfully written, the specialty wrapping we had prepared, or the original bottle we had carefully chosen. What should have been a simple and celebratory moment became a stressful, rushed scramble that could have been avoided entirely with proper communication and accountability.

For a hotel that markets itself as luxury, this experience felt like the opposite. Late check-in, broken personal property, no proactive communication, and no meaningful service recovery.

Would not recommend. You’re better off at a hotel that values its guests and knows how to handle mistakes when...

I arrived on Dec 14th and was told by Nikki at the front desk that I had already checked in on the 13th, staying to the 16th. I showed her proof of my reservation for the 14th-15th and was told to wait in the lobby for a manager (he was coming downstairs) after 45 mins no manager but we were able to get into a room and the manager would call me.. no call. After getting dressed for our 6pm reservation at Centro, we ran into Jerry “the manager” at the front desk and before I could finish my story he said” I will comp your entire stay”, I was very pleased with that unexpected resolve. Before we were seated, a member of my party went back to the lobby to ask Jerry to define “entire stay” and did this include our dinner. He said yes and it would be considered “service recovery”. And to charge everything to the room. So our night went on. The next day, a few us came downstairs for coffee, a rack for our bags and to make sure the bill was settled. Nikki from the front desk was there again, and I asked her what did we need to do for this type of checkout, she said “NOTHING, Jerry has taken care of EVERYTHING, are you ladies staying for breakfast?”.. I asked can we?, is this part of the comp?… she said yes. So we went upstairs to get the rest of our party and went to breakfast

There was no formal checkout, I never got an itemized invoice or even checkout email - per Nikki we didn’t need to do anything, so we left. By the time we were on the highway I got an alert from my credit card and I was hit with every single charge pending… by post, the only thing that was comped was a $500 room- but per my confirmation my room was $707.

Now everyone is “brand new” Marriott is saying I stayed there the 13-16, Jerry isn’t saying much and Ske (who I never seen or met) in letter to Marriott that was forwarded to me is stating:

I am very familiar with this guest. We did take care of 1 night of room and tax and then Ms. Grant began to claim we said we would take care of $1,400 of charges which is inaccurate. She also threatened to sit in our lobby and wait for the front office manager to come to work because she needed to “give him a piece of her mind”.

We were able to curve that behavior but the statement that each team member agreed to cover different charges is false. There is also no Gary at the hotel which further proves my point.

This is a completely false statement she submitted and I am completely appalled of the handling, the lies and covering up of this matter- “threatening” “curve my behavior” -the undertones listed in her statement, makes this matter even more...