Holiday Inn Cleveland Northeast - Mentor by IHG — Hotel in Mentor

First off I'll start by saying never have I ever been charged for a hotel before I ever checked in and set foot on the property. This hotel was trying to charge my card at 9:30am the morning I was due to arrive. I had my card locked, so I was alerted and before I could call them to see why they're trying to charge my card at 9:30am they were calling me because they were going to charge my card before I can even check-in and the previous hotel guest is still sleeping. This felt absurd and fraudulent. Our arrival was less than stellar their was lots of commotion not very friendly, just fill this out, breakfast is held over there. My room was booked for 4ppl and the room was stocked for three ppl and we had to have an extra set of towels delivered. The room was decent but half cleaned and chairs had duck tape, the bedroom door had been removed so no privacy, and the bathroom had mold. Good thing I always carry my cleaning products with me but when your paying $250 per night and being charged before they ever see you let's just say my expectations were high. The hotel appeared to be fully booked with a football tournament, a possible family reunion, and some sort of job convention so the hotel was busy as expected. Kids were in the hallways throwing footballs, running back and forth all night, just complete and utter chaos and absolutely no accountability. I never complained until the last night when my door was kicked so hard it knocked the security latch off. I was startled because I was there with my children and my husband was in the shower. I stood at the door and watched and the kids in room 308 were attempting to kick my door again I swung it open to let them know that I was not the one for their game. I called downstairs and told the Indian gentleman at the front desk that it needed to be addressed however there was never any follow-up. When I saw an adult I asked her if she was accompanying them she said that she was and denied they were doing it although I witnessed it. Needless to say I will never return to this hotel for any reason. It was a mediocre stay at best. The breakfast selection was decent it consisted of scrambled eggs, red skin potatoes, french toast, pork sausages(my family doesnt eat), danish, muffins, and yogurt. I was looking for fresh fruit options as well because we were there for a tournament amd needed some grab and go options as well. The area was nice, lots of food options, not really much to do for older kids. Overall the aesthetic was decent but customer service was nonexistent, front desk staff spent more time talking with one another than making guest feel welcomed. It's...

I requested a handicap-accesible room and was disappointed. The ADA was passed over 30 years - you'd think a chain the size of Holiday Inn could get it right. First of all, the room is located the furthest distance from the front desk and the entrance closest to it, Door 3, doesn't have either a handicap parking space nor a cut curb. The room had no nightstand on one side of the bed, just a big armchair. The lamp in the corner and the electrical outlet were behind the chair. Depending on the degree of one's handicap, one may not be able to reach the plug to accommodate a c-pap machine or phone charger, for example. Plus, the only place to put anything was on the chair. If the bed were moved to the middle of the wall, one could use a walker for a nightstand but, with only a few inches between the bed and the armchair, that is not an option. With the floor lamp in the corner behind the chair, the only light you have after you turn it off is from the TV (or your phone), so you have to set the TV on a timer in order to have a light. If you have to get up in the middle of the night, make sure you keep your phone or TV remote handy for a light. The drain in the bathroom was inadequate. I requested extra towels so I could form a "dam" to keep the water from flooding the bathroom. There was only one clothes rod and it was about waist-high. How often is the room occupied by only one person in a wheelchair? Many people who are mobility-impaired use a walker and don't want their clothes dragging on the floor. Hearing-impaired people don't need that accommodation either. I would suggest a second clothes rod at the standard height be added as my guess is that 99% of the time, there will be an occupant who can reach - and would prefer - the higher rod. On the plus side, the front desk associates were friendly and helpful and the breakfast in the restaurant was better than most hotel breakfast options. I stayed on IHG points so it was a good...

Booked a 2 day stay for August 24-26, 2023 for a funeral. Along the way we called to let them know we would need a late check in. We arrived at the hotel shortly after midnight Friday August 25, late, as we knew was going to happen, to a hotel with no power due to a tornado. I had booked with priceline and asked the associate if I could cancel the reservation and she said I could. She took my information so a refund could be processed when the power returned. Days later with no refund I called priceline and explained the situation. They called the hotel who reported i was NO SHOW and therefore not permitted a refund. I called the hotel, the associate who answered was the same person I met with on my arrival and she remembered me. I explained what happened and she said since it was booked with priceline they could not refund the money I would need to check with priceline. I let her know I already had and the hotel said I was a no show. She said she would let me talk with Tim the manager. I explained to him what happened. He said the hotel did have power, I said when I arrived there as no power and he then said yes, there was a time the power was out. I said that was when I was checking in, and with out power I wouldn't be able to sleep. He said priceline would have to refund the money since it was booked through them. I called priceline back and explained my conversation, they called the hotel and spoke WITH TIM, who refused to allow them to process my refund. Good luck to anyone who may...