Home2 Suites by Hilton Cleveland Independence — Hotel in Independence

Definitely NOT a home away from home! Room space is okay, especially considering the bed is full or queen size. Our room was not down as expected at check-in. Shower gel only has enough for one person, even though we booked for 3 nights. At check-in, we had to wait for the front desk personnel for about 10 minutes as no one was visibility present. No apologies were offered or thanking us for patiently waiting. Our bed was somewhat comfortable. The towels and supplies placed within the rooms are definitely not for more than one person. Our refrigerator is not full sized, as we were told, and the freezer is in dire need of defrosting! We found someone's hair in the shower as well as debris on the floor. The shower floor was so disgusting, it was unbelievable!

The hotel staff is definitely not welcoming. Each time you pass staff by, no one speaks or greets you. When interactions occur with the staff, they seem very unhappy. We noticed during our stay that the front desk is often left unattended! Upon reaching out to request service, Teresa, the front desk daytime clerk was short and rude as I mentioned that my room was in need of vacuuming and shower gel upon arrival. I had to ask whom I was speaking with so that I could reference her by name several times as she would consistently ask; "is there some else I could help you with" in a rushed manner to get me off the phone. When I approached the front desk to request our room to be cleaned for the day, Teresa was not pleasant with the interaction as well. I felt that it was a bother, I requested to speak with the manager to only be told that she's busy and that I could call her!

The breakfast options are horrible. They are carb filled with no real breakfast menu. Upon asking the attendant if there was any meats available, I was directed to the gravy that had meat within it or the egg omelet, which included meat. No side meat was available. Due to my having low vision, I asked the breakfast area attendant where items may be located to only receive a response with an attitude!

Needless to say; this was our second time staying at a home 2 suites, and it is our final time staying with this chain. Considering we travel to Cleveland frequently for healthcare, this is no longer an option for...

I was really wanting to give this a better review but unfortunately from the moment I arrived I had nothing but issues. I was looking for hotels in the area for an event and I used a third party site. On all the sites I had looked at there was nothing mentioned about a $100 fee that would be refunded at the end of the stay (they said it can take up to 72hours to refund). I called ahead and on the websites it said you can pay cash which we do with all our hotel stays and when we arrived we also found that to be false. They charge your credit card or debit card and if you want to pay cash they will refund that money back onto your card which can take 72 hours also. So my husband and I had to travel all over to find a store that sold prepaid cards so we could load all our money for the room on to that since the banks were closed. When we asked to speak to a manager we were told "she is on call but she is going to tell you the same thing that I just told you." So she gave NO attempt to help. When we got to the room I always inspect the beds for so many reasons I found black hairs in the bed and on the pillow I asked for the sheets to be changed but they never were so I changed it with the fitted sheet for the pullout couch. There was something that looked like dried blood on the back of the bathroom door and hairs on the toilet. After the event we came back to go swimming but the pool was closed for cleaning until Sunday when we left. The bed was so uncomfortable it felt like I was sleeping on plywood and if you have back and neck issues I do not recommend because I ended up needing to see my chiropractor the day after (I did not have any issues previously). The breakfast wasn't horrible but there wasn't much room to move around people to get things like silverware and such. The only pros I have (which is why I give this a second star) is the employee who checked us out was super nice and very helpful and listened to all our concerns, the room had a nice modern look to it, it was placed back so there wasn't much noise from traffic but it was right in the middle of everything and there are many food places around that you can order and have delivered...

BEWARE! "Queen" beds are MUCH narrower than a standard queen and on par with the size of a full / double. Hilton will attempt to convince you this is normal hotel sizing or claim the mattress is standard sizing, but IT IS NOT! Hilton management will say the beds are 'Hilton standard'; that statement is of no consequence if Hilton is fabricating a 'standard' that is so obviously different than customer expectations and basic sizing standards. This issue seems to be pervasive across different brands under the Hilton umbrella and hotel staff are unfortunately misled into believing Hilton's claims/propaganda. Perhaps management are misled as well unless they are just forced to repeat Hilton's ludicrous talking points. There are even recent examples of guests at other Hilton hotels in which the furnished 'queen' beds still have the mattress tags indicating the beds were actually full (double) rather than the advertised queen. Extremely odd behavior from a multinational company. Why not just purchase a correctly sized mattress and ensure your suppliers are providing you with the product you are advertising to your customers, the size your customers are expecting and are paying for? Their dishonesty is nothing short of fraud. What a mind-numbingly stupid choice to try to save a few cents over the life of the mattress. 🤦🏻‍♂️ Luckily, I was able to cancel the remaining Hilton reservations that I had booked for this trek across the country. Marriot will welcome the new business. By the way, a standard queen mattress should be at least 60" wide (60" to ~63") without bedding but can vary slightly in length; this mattress is nowhere close to a minimum 60" width. Hilton/Home2, good luck proving me wrong. You want the receipts?

UPDATE: As predicted, their initial response to this review demonstrates nothing but deflection and denial. A "Hilton standard" means NOTHING if it is fabricated by Hilton itself. Prove to your customers that all of your 'queen' size beds are at least 60 inches wide....