Four Points by Sheraton Cleveland-Eastlake — Hotel in Eastlake

It took me a couple weeks to decide if I wanted to write a review or not. I feel it would be helpful to others so I am choosing to do so. As a frequent traveller and valued Marriott Bonvoy member I stay in many hotels across the country. I was on a cross-country road trip when I attempted to stay at Four Points Sheraton Eastlake. I had great stays at The Westin Los Angeles, Fairfield Inn by Marriott Salt Lake City and Omaha prior to arriving in Cleveland. I had just finished a 12 hour drive for the day from Omaha to Cleveland. Upon arrival I checked in and went directly to my room. There was a strong, unpleasant odor and smell of mildew and dampness in the room. Even the bed linens felt damp. I turned on the AC to hopefully help but after taking a shower I began to get a migraine and feel unwell from the odor and dampness in the room. The front desk staff had no rooms available and management was not available to issue a refund so I was forced to sleep in my car for a couple hours before getting back on the road after multiple days of 12-14 drives from LA-NY. Once I got to my final destination I spoke to the manager a few days later and he denied any problem with the room and said if he offered me a refund then he would be admitting the fault that the room did indeed cause me to feel unwell. It clearly did from the immediate reaction that even the front desk staff witnessed. The room was clearly not safe for those sensitive to mold or mildew even though the manager denied any issues after their own review and testing of the room. I would like to see the ERMI (Environmental Relative Moldiness Index) results that the EPA uses to test for that room. Instead of issuing a simple refund as other hotels have done in the past without hesitation that are part of Marriott Bonvoy, the manager simply denied the problem and disregarded my complaint and room displacement for the night and told me I should have notified them of any health issues. The front desk staff noticed I was having an allergy from the room having just seen me before checking in and coming back to the front desk half hour later. Sensitivity to a toxic environment is common and not a health issue that should need to be disclosed if the hotel was clean. It was not. Even the front desk staff told me the rooms were old and soon getting remodeled. I was told by the manager the room was newly renovated. Maybe, but clearly had issues that were not addresses if it was renovated. At least not to the standards of other Marriott hotels I stay at. I do not advise anyone to stay at the Sheraton chain and try to choose a different Marriott Bonvoy hotel such as the Westin, Fairfield Inn, Courtyard or SpringHill Suites. Any of them, When Marriott acquired Sheraton in 2016, several articles were published that the Sheraton brands aging properties in the US were problematic. That was very clear at this location. A similar situation happened to me over the 4th of July at Four Points Sheraton LAX on Airport Blvd when there was an odor of mildew in the room and management gave me a refund immediately and apologized for the condition of the room and even recommended I check with the Westin LAX location were I had a wonderful stay. That was not the case here and shows poor management towards a loyal customer. A simple refund was all I asked for for a room that was unacceptable for anyone health wise. I hope this helps others in making a decision and saves them the awful experience I went through before booking a room at this hotel....

My daughter and I were in town for an Irish dance competition, and booked a group rate at this location. We traveled from a dance competition in Akron and were exhausted. Knowing we'd be tired, I checked in a few days early using the Marriott Bonvoy app so our room would be ready when we arrived. Check in begins at 3, and when we arrived at the hotel at 4:12, there were two people ahead of us in line, and several of the judges from our competition were camped out on sofas, as well as families with younger children milling about, and their kids were dancing around, entertaining themselves. When I got to the counter, I told her I'd already checked in using the app. She asked me to wait while she called upstairs to housekeeping to get an update. She turned to me and said our room would be ready soon. My daughter and I waited 48 minutes. By then, at least 8 judges from our competition were waiting, along with at least ten other families. People were starting to get grumpy, so we decided to run to Target to kill time. We walked around Target for 50 minutes with no purpose. I called the front desk at the Sheraton again. No, our room was still not ready at 5:54 p.m. We weren't hungry because we are on our way to the hotel, but with nothing else to do in an area we're unfamiliar with, and with as tired as we were, we went to grab dinner. When we finished eating at 6:58, I called the hotel again, and our room had just been finished being cleaned, 4 hours after check in. The room was nicely decorated, but there was food and other small items on the floor in a few places, and the refrigerator was dirty. The floor didn't look vacuumed. The housekeepers could not do a quality job because management didn't give them enough time after allowing late check out that day. I understand being busy and having a bit of a wait, but this was unreasonable. I was told by two different people at the front desk as well as a woman in housekeeping that they allowed the group that stayed the night before us to use late check out. When your hotel is sold out two nights in a row to two different groups, you simply cannot allow late check out and risk making your guests who are staying the next night wait an inordinate amount of time. I had to drive around to find something to do and spent money on food I didn't even need while waiting nearly 3 hours for our room to be cleaned after I'd used the app so I'd have no wait. I complained about this at check in. I complained about this at check out. I was told the message would be passed on to the general manager. We left very unhappy with our stay. Then on May 28 I received a nice email from Ms. Curto assuring me she'd addressed my concerns with her assistant general manager, Ashley, and that Ashley would be responding to me in one to two days. I never heard from Ashley or anyone else addressing my concerns. I will not return to this location. From their actions. I do not believe they care enough about guest satisfaction, or perhaps they just lack training at the moment. The wait was inexcusable, and no attempt at righting the...

Edited to say that the manager did finally call and offered 50% refund for my stay. I rarely take the time to write reviews but our stay at the Four Points Sheraton was beyond disappointing. We booked the hotel room through the Marriott Bonvoy App. We reserved a King suite with a pull out couch for three people. On our reservation it says guaranteed request: pull out sofa. When we arrived at the hotel to check in, I asked the front desk attendant to be sure to place us in a room with two beds or a bed with a pull out couch since I was traveling with a non family member. at which point, the attendant said they were fully booked and had no other options available. Of course we were disappointed but we were also exhausted and there was a woman in line next to us yelling at the manager about how they had screwed up their reservation as well. I figured I would address the issue in the morning and we would just have to make the accommodations work somehow. We finally fell asleep, woke up the next morning and went downstairs to have breakfast and go for a swim. The breakfast buffet was set up like any other mediocre free hotel continental breakfast…no hostess, no signs detailing the price of the breakfast… nothing to indicate the breakfast was not included in your stay. Just as I was finishing eating and getting ready to get up and look for the pool (Which does not exist, even though the hotel is advertised as having a pool) I was handed a bill for over $50. In conclusion, I was charged $260 for the wrong room. Which was not the price we were quoted online, then charged another $60 for a substandard breakfast for three people. I could go on about the dirty towels, the noise issues, or their bogus “incidentals charge” . When I checked out, I of course voiced my dissatisfaction to the front desk attendant who first argued with me and then said the manager would call me. I still haven’t received a call from management. All I can say is…BEWARE, THIS HOTEL WILL RIP YOU OFF and don’t expect any...