Hampton Inn & Suites Cleveland-Mentor — Hotel in Mentor

Lovely room, IF they let you keep it. I was forcibly checked out of my room WHILE I had an active stay. Why?

A Hilton computer glitch. Processed me as a late cancellation. For a non-refundable stay. yes I got back onto my room 15min the emotions, I could've done without

Screenshot attached as the last pic 🖼️ Desk attendant removed most of my items. Kept them in safe holding.

Only found out when I tried to use my keycard. They promptly returned them to me. More on that later.

They got me back into my room in 10 minutes. Their Service: 10/10

While they were cordial and profusely apologetic, my issue is with Hilton in general, not them as they were only following system instructions from a Property Engagement Platform (Hotel Reservation system). I emailed my reservation confirmation to the hotel, which got me back into my room.

So I ask you this. If I had come back to my room at say, 10pm and not 430pm, could someone else have been already checked in?

Half of my items and parcels were still in the hotel room when I got back in, tho I was told they took everything so, a bit in haste.

I don't blame the desk attendant for this Hampton Mentor - I blame management because they were the only one on staff. Keep that in mind as you read the rest.

All the food still in the fridge too, and plastic disposable gloves left in haste in front of the TV unit. I guess those were housekeeping gloves.

Additionally, had to pull up my reservation info off the Hilton app and email because it wasn't available in their system or the information was still processing.

And I'm not the only one with this issue. The people in front of me had he same problem.

To management:

Housekeeping 1/10 I left a $20 tip that was taken and they cleaned nothing and touched nothing. I kept a very low footprint too. I had to ask the evening desk attendant for extra towels.

Hotel Room 8/10. Honestly, a lovely hotel room for a 2 star stay. Fridge was super cold. Blind pulleys worked really well. Decoration and design is really comfortable and inviting.

The Hotel 8/10. Nice layout. Bathrooms on the first floor next to the gym, easy exits with key access on opposing sides of the elevator and east car bank.

The Staff 10/10 Very nice people. Your staff actually sells this hotel as a place you wnt to stay. Give a lot of credit to the morning continental breakfast staff, a nice lady who works steadfastly.

Parking 2/10 Over half the lot was blocked off with caution tape on the first night and I got the second to last parking spot after doing a driveabout.

The Grounds 1/10 On the west side, towards the back of the hotel (from the door next to the elevators) people take their animals to relieve themselves. There was enough dog feces on the curbside pavement to notice it in the air as you walked to your car.

To Hilton: I recently signed up to your points program. My prior stay isn't logged in your system either. I am not a happy customer currently and hope you aim to change that.

To Hampton: I will definitely give your location another chance on revisit. I'm just upset because this experience didn't settle well...

The experience overall was mediocre. We arrived around 7:30 and the toilet in our room was not working. These things happen, but the problem is that the lady at the desk was very unhelpful.

She came up around 8:30, she fiddled with the toilet for a minute and said it was fixed and left. When I went to the bathroom a bit after that, It was not fixed. We called again around 9:30 and asked for someone to come fix it. She said she would come back and take a look. She never came up. We called again at 10:30 ish and she said she had been checking in guests and she would be up in 10 minutes. She never came.

By 11:30 I walked down to the front desk and (luckily) a new woman was there. She was much more helpful. She said that she had just arrived and she hadn’t heard anything about it. She came up to the room and found that the toilet was broken and she was unable to fix it. She called the manager and they found that they didn’t have any rooms to move us to and that there was nothing that they could do. They offer to refund us the price of the room though and said that they were sorry and we could use the bathroom in the lobby.

Overall several things went wrong here. The biggest problem was the first lady. It seemed like she was the only one on staff that evening. Regardless it doesn’t seem appropriate to me that she would say that she would come up with no intention of actually doing so. Perhaps as a young woman she didn’t feel comfortable going into a guests room by herself. Or perhaps she didn’t believe that the toilet was broken. Maybe she just didn’t know what to do. I can understand any of those things. But whoever is on staff needs to have training and resources to deal with a problem like a broken toilet. I would think that the hotel should have an on call maintenance person rather than expecting the reception person to fix a toilet. Either that or always keep one room empty for an emergency.

The night person also didn’t seem to know what to do about the toilet, but at least she didn’t just ignore us. She was much better, and the people on staff in the morning were also much more helpful.

The other problem was that the window shades were broken. I didn’t bother to bring it up with the staff, but it is a problem that should be repaired.

Besides those things the room was spacious and clean. Breakfast was good. I will be satisfied if I am able to get a refund for the room but it hasn’t...

If I could give the Manager and GM a zero I would. They do not care about there customers, nor have any customer servics skills.

We booked a one night stay in a double bed room. Upon arrival we were told that room on the 4th floor had no TV.... so they moved us to a King room . In the 227 the light fixture over the sink was in the closet, the light over the sink did not work, the lamp beside the TV was tied up with a cord hanging and the bed sheets did not fit the king.

I was told Sarah the manager would be in Sunday morning to take care of some compensation. I went down Sunday morning to speak with Sarah... she said she could do nothing... until Monday morning when her GM Amanda was in.

Later on that morning we went to check out ....Jennifer at the front desk could not get us checked out of her system...so she said she would leave the file open until someone got there that evening... to help with her. I received a email receipt the following morning with a two-night charge $357.00.

I called that morning to speak with Sarah, she was in a meeting and never returned my call. I also asked to speak with Amanda, they said she was not available. Called Tuesday and was told Sarah was off. Called Wednesday... finally did get to speak with Sarah. She was very rude, disrespectful totally unprofessional and hung up on me. I have also sent an email every day, since the hour after we had checked in. No response from either.

I also have pictures of the light fixture, light and lamp with cord. It has been 5 days ago since our stay and we still have no refund for the over charge, nor compensation for the hassle of room change and condition.

I 100% would never stay here again. Totally careless and...