Residence Inn by Marriott Cleveland Mentor — Hotel in Mentor

On 6/27 a day after checking in my family and I decided to use the pool area. After being in the pool for about 2 hours we were approached by the front manager (Cindy S) who rudely advised us that a wristband was needed for the pool. I proceeded to dry off and cover up to go the front desk for wristbands for me and my family, before I can finish she came back less than 5 minutes to advise us again. I noted that nobody else in the pool area had on wristbands (that was the opposite race) or was approached by her to be advised they needed these bright pink wristbands. She then asked me to use my key card to open the door for her which I did and when I did, she immediately raised her voice embarrassing me in front of other families at the pool indicating that my key card isn’t for the hotel and accused my family and I of coming from another hotel to use the swimming area, even after I opened the door to let her and myself in. I proceeded to the front desk and she continued to say she doesn’t know how I got the key card to work being she knows what the key cards looks like because she’s the “manager”. She then called Debbie from the back office which is who checked us in on 6/26 and provided 3 cards that were all working with no issues. She then advised Debbie she doesn’t know where the key cards came from being they had another affiliated Marriott on them. Debbie advised her that she just gives out the keys that are in the box. Cindy then asked for my room keys which I declined to give being I had no issues with them. She never once apologized for embarrassing my family and I as if we didn’t belong at the hotel and didn’t pay $1132 for our stay for 3 nights. I continued to observe the pool area for wristbands in which nobody else was ever advised they needed it to be in the pool area for the remaining few hours and it was just disturbing that we were the only African Americans and had to deal with this. I wouldn’t recommend staying depending on your race apparently, it’s sad that some of us still have to be frowned upon because of our skin color in this day and age….. If that wasn’t enough on 6/29/25 our last night there the power went out around midnight in the entire town and it was no communication at all. I walked to the front desk to see what was going on and was advised the power was out in about 5 nearby towns and it was expected to turn back on around 3:30am. So my family and I sat in the hot and dark room awaiting for the power to be restored, it came back on around 3am for a few minutes and went out again for another 45 minutes. After being up all night because it was hot and uncomfortable to sleep and hungry being it was no delivery available, we should have been offered a late check out...

Room reviewed is 116 (night of stay friday March 6th checkout on 7th) which is right off main hall from lobby. Room is nice and offers every you need. This place is pet friendly, I was asked if I had any pets we do not as me and my daughter are allergic. I'm not sure if 116 is pet friendly but I had my room key after she asked that. I didn't think much of it. We had no issue with allergies. We might of been lucky. The room was clean, but could be cleaner. Something on headboard above bed. Fridge was dusty. These was something on floor in front of dishwasher that could of been wiped up or mopped. There was something on the tv screen. The shower down low needs a little extra attention. These are just small things, however as a guide I seek out the little things. Someone ran a vacuum at about 12:12 am outside our room. Not sure how urgent is to wake people up at 12:12 am by running a vacuum. Room 116 also has a sidewalk outside the windows. Around 4am and throughout the early morning. They either move laundry supply or trash down this sidewalk maybe someone with a suitcase not sure but the click clack of wheels woke me up. The heat when it kicks on is also loud. Several in our party also said the hest was loud when it kicked on. They lose 1 star for could be cleaner, and vaccum at 12:12 am should have been a broom.

My check in was fine. My checkout was fine.

Breakfast was standard hotel waffle, eggs, sausage patty it was hot and the ladies were keeping it clean and stocked on a very busy morning. I will return the 1 clean star for these ladies efforts feeding all the atheletes and parents breakfast.

I was sitting right in front off checkout. When a guy told the lady his shower was not working in his word not spraying very well and was not hot. She asked if he called down he said no. However, he expects a hot shower. I don't like when hotels do this. They act like its your fault that you didn't call down. Sometimes we just want to sleep and or get on the road in the morning. Not to mention he was likely already wet and naked. Who wants to get out dry off and call front desk and wait for maintenance. This cost them one star she should off immediately told him no worrt we will adjust your charges, to me that is 50% refund or a full refund. This was mishandled and should of been addressed in his favor asap. They lose 1 star that cannot be returned. Never know when a local guide is listening sitting right in front of the desk.

4 stars would have been 3 star but the breakfast crew saved the day. Would be 5 star location if they promptly addressed cold shower concern that guy had asap and address attention to detail in...

This was the worst experience I've ever had at any Marriott. I checked in Monday and proceeded to my room. Upon entering, I noticed a foul smell. I adjusted the thermostat, because the room temperature was 79 degrees, hoping that the running air would clear the smell. After an hour and a half, the room was still very warm. I checked the thermostat and saw that the temp hadn't changed. I checked the vents and noticed that air was blowing but it wasn't cold. I went downstairs and told the employee about the problems. She said she would send maintenance to my room. The maintenance man came to the room but could not figure out how to fix the problem. He left the room and said he would come back in a little while. Approximately 45 minutes later, he returned and told me he could not fix it, my room had a broken air compressor, but the building engineer would in the next day to look at it. He began setting up 2 FILTHY fans and an air purifier to help with the smell. The fans were disgusting. I later found out this room had a known problem with the air system before I checked in. I asked to be moved to another room but was told the hotel was full.

The room also had a running toilet.

Someone did come Tuesday to repair the air conditioning.

On Thursday night, the temperature outside was approx 20 degrees colder than it was at the beginning of the week and I needed to turn the heat on. I had the same problem with the heat. Air was blowing but it was not hot air. Again, I went to the front desk and spoke to the manager. She conferred with maintenance and said that they knew the heat didn't work. On Tuesday, they were able to fix the AC but not the heat. Why was I assigned to a room with known problems? It wasn't until Thursday night, after already spending 3 nights in the stinky room with the running toilet that I was finally moved to another room.

The hotel employees did not care about how much they were inconveniencing me and making my stay uncomfortable. If all of their rooms were full, I should've been at least given the choice to move to another hotel. Staying in that room with no working AC, no working heat, and my only compensation being 2 disgusting fans to blow on me at night was not good enough. The employees at the front desk were not apologetic and did not attempt to improve the quality of my stay. I was inconvenienced throughout this visit and told I was put in that room by accident, and yet, I still paid for it while...