The Westin Cleveland Downtown — Hotel in Cleveland

We stayed at the Westin several times and always enjoyed our stay. We haven’t been there in a couple years and the place has CHANGED! It’s a two star hotel-3 star on a good day. Our experience was all of 1 star and will never go back. It started normal. Check In Went smooth got to our room on the 22nd floor around 4pm and it was super hot, Pushing 80. (Also pretty normal) So we turned it down to 66 and got ready for our evening. Knowing when we got back and ready for bed it would be a comfortable sleeping temp.

We went out for the night knowing when we were done we could go back to our hotel and get a drink at the bar because they were open till 11pm. One of the reasons we booked this place again. We went to our show and got back a little before ten and walked into the bar where we were rudely told they were closed. However there were about 15 people sitting at the bar eating still and having drinks. We said well it says your hours are open till 11? Where the bar tender then rudely said “NOT TONIGHT!!” We just said whatever and walked out when three more couples were walking toward the bar. Asking us. “Are they closed?” … “YUP!!!” Apparently they don’t like money or doing their job so they just close whenever they feel like it. (I don’t even want to hear from the place. “Well if it’s slow we close early”) there were two major shows happening and they both let out at the same time and everyone was flocking into bars to drink and eat after the show. They were just simply lazy and wanted to go home early.

We ended up leaving out hotel and walking somewhere else to get something to eat and a drink. We came back around 11 and went back up tonight room. Walked in the door and it was still hotter than hell. Still pushing 80. Checked the thermostat and it still read 66. Clearly it was broken. The vent was pushing cold air but it wasnt doing anything to the room. So I went down to the lobby and asked if we could have a new room because the A/C wasn’t working. I was told “no that first someone from engineering would have to come look at it and service it first” frustrated I went back to my room thinking I should have just checked out and drove home. We waited for engineering. He showed up. And looked at it and agreed it was messed up. Couldn’t figure out why it was blowing cold but the temp wasn’t going down. We noticed originally that the vent was covered in dust. He took the cover off and the filter was plugged solid with dirt and filth. Even saying with 500 rooms these don’t get changed very often. He said he would get a new filter and try that. It was probably blocking the air intake. He asked if we wanted a new room at this point. But it was around midnight and we really just wanted to go to bed. We asked for some fans so he brought a couple back to our room and a new filter.

We went to sleep and it still didn’t fix it. We turned the thermostat down to 64 and all night long when we got up it finally got down to 69 blowing all night long. In addition there wasn’t any wash cloths and stuff was just really not provided for as our expectations were not met.

I’m really one that doesn’t complain. I understand we live in a non perfect world so for me to complain about something the experience has to be pretty bad. The place was loud, the guests were loud like they were use to staying at a super 8. The bar closes whenever they want. Housekeeping doesn’t like the upper floors. There was a guy in the foyer of the 22nd floor casting a fishing line. I’m pretty sure he came from the super 8. The filter was dirty and plugged. And I really just think good customer service starts with its a customer asking for a new room after it’s paid for you should just say ok. And fix the A/C later.

As a Mario bon voy member this place shouldn’t even be allowed to call itself that. It’s dropped to a level more like a super 8 at best. Maybe a comfort inn on a good day. Won’t ever go back to their lazy attitudes, poor customer service and lackluster...

I actually was NOT hosted at the Westin Downtown Cleveland due to a very unpleasant encounter with associate Joanne Ocampo. When attempting to check-in, Joanne asked me for my ID and to insert my card. My reservation from 8/7-8/9 was for business and I presented my company credit card- the same card used to book. The same card that has my name as shown on my ID. I was prompted to enter a pin into the keypad, which I did, and the message “declined” was returned. I tried again, and “declined” again. I asked Joanne if the hotel was impacted by the tornado, to which she first responded “yes,” but when I asked if that was possibly the issue with the keypad, her answer suddenly became “no.” Joanne informed me that she was going to send me a form to fill out. I asked Joanne the purpose of this form as I have stayed at Westin and other Marriott branches and have never undergone this process. She responded that since my pin wasn’t accepted, I needed to fill out this form. I received the form with no instructions on how/what to fill out. Once I completed this form to the best of my knowledge, I returned to the desk and Joanne asked if I submitted the form. I asked how do I submit and she responded “the same way you received it.” Since she emailed me this form and based on her response, I emailed her a screenshot of what I completed on the form. This was apparently incorrect. I asked Joanne if she would tell me exactly what I needed to complete on this form and reiterated that I was not familiar with this process. Joanne yelled at me “ma’am I can tell by your tone that you are frustrated and you can fill out the form like anyone else by following the prompts” in the presence of other customers and another associate (Morris). I attempted to complete the form AGAIN, entered all of what I thought was needed, and received notification that the form was submitted and emailed back to Joanne. I returned to the desk. Joanne reviewed the form, and proceeded to tell me that I filled the form out incorrectly and “if I needed help I should’ve asked.” I have NEVER been spoken to in such a way and treated as if I was unworthy of proper attention for an additional task that was asked of me. I never once raised my voice with Joanne although I was severely inconvenienced by this delay in check-in and missed very important business meetings. I asked Joanne if the transaction could be processed as credit and she said no. I asked Joanne if a manager could assist, she stated she was the manager. She was completely unwilling to be of any assistance to a customer. In fact, she was only helpful when I asked if she could cancel the reservation without penalty, to which she gladly stated “yes.” I was able to book another hotel using the same card with not a single issue. This encounter makes me reconsider my relationship with the Marriott brand....

The first line of the hotel description is "Expect more at The Westin Cleveland Downtown." And I have stayed at many Westin properties over the years so I didn't expect more, but I expected a nice stay. That was not what we experienced. |Immediately when we checked in, we noticed the following things: great view of the lake and Rock n Roll Hall of Fame! Unfortunately, my personal request of being away from the elevator was not honored and we were literally facing the elevator bank. The furniture was covered with dust, and there was some trash on the floor (a pencil, some candy wrappers) that wasn't ours. Our bathroom floor was completely sticky, and my friend agreed. I thought maybe it was my shoes but I changed them and those stuck to the floor too so we alerted the front desk on our way out to eat and they did get it cleaned up before we were back. ||It was extremely noisy. Not only could we plainly hear the elevator in our room - from the "ding! ding!" when it arrived, but even the sound of it going through the elevator shaft to other floors. And of course, the hotel guests as they waited for the elevator or got off. I realize the hotel can't do anything about rowdy guests but there were four weddings there that weekend and it was anything but peaceful, and it went on well into early morning hours. I barely slept.||When they cleaned our room, they must have rushed through it. The furniture still wasn't dusted, they removed towels but didn't leave us fresh ones (we called the front desk to get more), didn't empty trash, and made my roommates bed but not mine.||We let the front desk know and Ed gave us free breakfast vouchers for the next day. Unfortunately, the restaurant had one server working! It took us 46 minutes to be sat down. Breakfast was good, but service was expectable with only one server (he was doing the best he could).||On final day, we were gone all day at the Rock n Roll Hall of Fame, only to come back and see our room hadn't been cleaned yet. As I left at 5:30 p.m. for the Guardians game, I asked the front desk to have the room cleaned. I heard them radio it in. I came back at 11 pm and it still had NOT been cleaned.||There was only one trash can in room, one in bathroom. Since the room was only cleaned once in 3 days the trash was overflowing and we had to use trash in hotel lobby. Trash can in room said recycling, but there was no other trash can so we put everything in it. ||Staff was friendly but it didn't make up for all the issues we had. I was told to expect more, and I definitely did by the end because I don't think it would have been hard to have a nice stay. I would not...