The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton — Hotel in Cleveland

I stayed here for three nights this past weekend for a wedding. I was very glad about my last DoubleTree experience in Chicago this past year and was expecting the same standard to be met in this location- I was greatly disappointed. The exterior of this hotel has a dilapidated look. I get this is a historical site but try to keep up with the upkeep and slap a new coat of fresh paint on and do a power wash. The paid $20 per day parking lot is horrendous with tight spaces, broken pavement, and a falling apart/tilted card reader. I saw someone’s car get hit in the lot- the spots in the front are cramped, so avoid those spots at all costs. At the reception desk, you’ll find employees ignoring you while you stand there in the front thinking they acknowledge your presence, or you may see no one at all. They don’t bother to offer you the famous DoubleTree cookies unless you specifically ask for them. They fail to mention at check-in about their current elevator situation. Only one of the elevators are functioning and operated by an actual person- we talked to the employees and there’s like three shifts for people to man the elevators to take it up and down floors- they’re waiting on some part, and it’ll only be back up and running at the end of this year I was told. This is completely unacceptable, especially being an event venue and with so many guests staying and relying on the elevator- think about the elderly. I had to take 8 flights of stairs down in high heels to get to the wedding reception since I had been waiting for over 15 minutes for the elevator to show up to my floor to no avail. The rooms are fine and spacious with the exception of the loud housekeeping staff who are not professional at all and whom you can hear in the middle of the night and early morning yelling and cursing; initially, I thought this was the sound of rowdy guests, but when I was getting ready to leave one morning, I popped my head outside and saw it was a housekeeping staff yelling and cursing on the phone taking what seemed to be a personal call. On my last day there, around 9:30 am, my partner and I were getting ready to go to brunch when suddenly our door was flung open randomly by who I assumed to be housekeeping staff. No knocking whatsoever, popping her head in and looking stunned to see people. She didn’t apologize nor say a word and quickly closed the door. This was a huge red flag for us, so we immediately locked all our bags and put our most valuable items in the safe. Also, the free wifi is terrible and takes forever for the sign-in page to load; if you're trying to get work done here, don't rely on it and use your personal hotspot like i had to. This DoubleTree is more like a single tree, definitely not living up to the Hilton standard. I’ve never felt so fed up staying at a place like this with the elevator situation and unprofessional staff. I was here for a joyous occasion but staying at this dump made the experience quite unjoyful and uncomfortable. I do not look forward to choosing the DoubleTree brand in the future after this experience. Do not waste your money or time...

14 Jan 2024

Reserved a room at this location for a few nights ($530) to visit my mother who recently underwent back surgery at the Cleveland Clinic. The morning of my third day here, I awoke around 3am with a contact lense (not mine) in my mouth from unwashed/unchanged bedding.

I placed the contact lens in a glass cup provided by the hotel in my room and took it down to the front desk later that morning as I left to go to the hospital. I spoke to a very nice young man and he had offered to send housekeeping to my room to change the bedding and provided me with the GMs contact info.

I arrived back at the hotel about 9-10 hours later that evening, and came back to the same bedding I left and complained about with.

I went down to the front desk and asked to see a supervisor, and the man at the counter said, I am, and I proceeded to covey (again) my deepest disgust with this whole situation, and that in 9-10 hours, a guest could not have their dirty sheets and bedding changed after waking up with someone else’s contact lense in their mouth.

The supervisor proceeded to give me the following excuses, which are unacceptable by any means of hospitality, and unbecoming of a representative of the Hilton brand (mind you there was another young lady behind the counter as well, so coverage for leaving a desk should have been no issue):

Housekeeping wasn’t there at the moment so the bedding couldn’t get changed.

I asked if he could change my bedding, as he was a supervisor, and he informed me that HE DID NOT KNOW HOW TO MAKE A BED. Pathetic and unsatisfactory excuse. Why is a person a supervisor if they can’t make a bed at a hotel?! I wasn’t asking for rose petals and chocolates, just simple clean bedding.

I proceeded to ask to the same supervisor to simply provide me with the clean linens, and I, the customer, would make my own bed - he said no and proceeded to tell me to calm down. After waking up nearly eating some strangers contact lense.

Working in the recreation and hospitality industry myself, and after receiving a concerning issue like the one above, the only acceptable answer should have been, “I apologize for the inconvenience and I will personally see that your linens are changed, and will be up in 10 minutes with clean linens. We appreciate your valued business.” This all was completely unacceptable on so many sanitary and just flat out customer service levels.

My recommendation: hire supervisors who are at least competent enough to make a bed. Or the Hilton needs to provide better training to their supervisors/staff on customer service, cleanliness and bed making, a like.

Edit: I have left the GM two voicemails (awaiting for a call back as he was not in the office today - fair enough) and have contacted the Hilton corporate office to file a complaint regarding this...

Stayed for 10 days in a suite while accompanying a Cleveland Clinic patient. Still can't believe this is a Hilton. Pros: Location and shuttle service. Cons: Everything else - food, cleanliness, and customer service.

When it was available, the breakfast they charge for does not meet the basic standards of a free continental breakfast available in most hotels. We were given free passes for it upon check-in in lieu of parking passes, but it was not open during prime breakfast hours on several days of our stay with no advance notice, explanation, or signage. The one day it was open and we could partake, was our last; the hot food tasted terrible and there was very little selection of grab and go items.

This is an old hotel so we didn't have pristine expectations, but this was by far the dirtiest hotel I've ever stayed in. Upon checking in, the extra sheets we pulled out to use on the couch (we didn't want to sit directly on it!) had dried stains on them, there was a layer of dust and crud on the floor and windows, and the room smelled musty. Over our stay of 10 days, housekeeping never swept our floors, changed our bedding, wiped down, or provided new glassware. They only provided new towels and took out the trash.

Staff was discourteous, disrespectful, and barely acknowledged us unless they had to. When booking, we were assured several times it would be no problem extending our stay with day-of notice, but, when the time came to extend, the front desk rep told us they had no rooms available (we hated to stay any longer than necessary, but it was the closest option at the cheapest rate). After expressing our shock, he then told us they did have a room available. Then told us he would put us in another room on our current floor - indicating he did, in fact, have multiple rooms available. He told us to pack our things and call down when we were ready to switch rooms, to which we told him it would only take us a few minutes. We rushed to pack (we needed to get to the hospital ASAP) and called down as instructed, but he then told us to hold-tight as housekeeping had not yet arrived so no rooms were yet available - but that we needed to be out of our current room by check-out (...so why did he send us up to our room to pack for a room switch?). After waiting for almost two hours to switch rooms and no progress, we felt so disrespected after this runaround that we checked out. The man wordlessly handed us our receipt - no apology or even a simple thank you for staying.

The Holiday Inn on the Cleveland Clinic campus took us in immediately hours before standard check-in and were warm and gracious. The hotel is comparable in price, immaculately clean, and is all-around fantastic. We wish we would have avoided Tudor Arms entirely and stayed here the duration...