Hampton Inn & Suites Cleveland-Airport/Middleburg Heights — Hotel in Middleburg Heights

First I would like to start with the positive. The two young ladies that worked the front desk 1/16-1/18 were excellent, they kept their cool and were friendly and calm the whole time even though I'm assuming that one of their front desk co-workers did not come to work. I'm only assuming this because the night auditor (who was great) was still there most of the morning on the 17th. But then again, all of us guests were still there also. Which brings me to the major issue. We all knew it was going to snow. It is pertinent that a hotel has a reliable snow removal service. Your hotel failed big time in this area. So much so that I could not leave because my car could not get out of the parking lot. We waited... and waited... and waited for the snow plow to come rescue us. We were told multiple times through that day (starting at 1 pm) that he was an hour out from arriving. I was even told this at 8 pm that evening along with others who were still waiting in the lobby. Now I had already given up waiting, and just kept my room for a second unplanned night. Now here is my BIG complaint, I was told the rate for the night of the 17th went up $20 from the 16th! Now, I had to stay the second night because your hotel did not hire a reliable company to do snow removal AND couldn't even call another company for help. Seems like it would be a good idea to have a backup plan. EVEN I was able to get my home driveway plowed on the 17th by looking on the internet for plow companies near my home while I was sitting in your lobby in Middleburg Heights. And I had someone at my driveway plowing in two hours from my phone call with no planning ahead, paying via PayPal since I was still stuck in Middleburg Heights. But I digress, Since I was not going to pay $106 to stay the second night, I had to use another 28,000 HHN points to have a room to sleep in while we waited for your snow removal company, which never showed up until the morning of the 18th! I believe that management should have done a better job with those of us who were forced to stay a second night. We should have been given a reduced rate at the very least, if not comping the room completely! It is not like someone else could use the room since you had NO housekeepers show up for work! But no! We were charged MORE for the second night! Even with me using my loyalty points, I was charged 5000 more points the second night, when I was there thru no fault of my own. Do you see my issue? In my opinion those of us who were forced to stay on the 17th because of the hotel's failure to bring in a snow removal company should be refunded, whether we used points or dollars, And hopefully this hotel will come up with a plan A that works and a plan B for the next time we get a large snow.

UPDATE: The hotel did eventually refund my reward points that I used to stay the second night so I updated my review...

I was there with four of my cousins just to have a little fun before school started, and my cousins mom was there with us just not in the same room. We were apparently “loud” because we were laughing, playing games, talking AND listening to music. They called our room once saying we got multiple complaints, so we turned the music off and were still talking, doing fun stuff. Remind you my cousins mom was in the next room and she said she could hear nothing. They brought the 6 police officers to our room and the entire time their hands stayed by their gun as if we were being aggressive. Then we can hear a loud tv and music down the hall and it didn’t seem like anything was said to them. They claimed we had a “party” because our music was a little loud and we had food and snacks which I guess that went against their “policy” even though we did have the music a little too loud we still turned it off on the first phone call complaint. They charged my cousin mom for room damaged, loud noise and other unknown charges. But we were also in the middle of our stay and they can to take pictures of our room to show it was a little junky saying it was a disaster. We ended up having to clean it all up because the front desk manager told everyone not to set foot in our room. My cousins mom went to talk to the front desk manager and the manager, “Angel” was getting smart and having an attitude. We were racially profiled because we were the only ones getting complained on when other rooms were just as loud. And the General manger even said that you will hear different rooms because their walls are thin. There was strings of hair everywhere. There’s not a lock on the bathroom door, it just slides close which opens a closet next to it. We didn’t get the basic hotel things like shampoo, conditioner and mouth wash. The pool tiles are VERY slippery, there was also hair in the pool. The breakfast was not that good, they didn’t really have good options. BUT the bagels we GREAT and is the only reason I gave...

Second time here was better in every aspect but the breakfast.

Shuttle van picked us up within 5 minutes of us getting to the shuttle stop.

Front desk check in with Alex is very efficient. He was the one who checked us in last time and he is still the friendly, pleasant and nice guy.

Rooms this time we had 2 double beds, very comfortable. Only issue here, was the headboard creaked whenever I tossed and turned. Pillow a little too soft but still good.

Hallways are kept clean and this time odorless.

Here is where the hotel needs to make some changes. We understand that breakfast is included but nothing has changed. I normally grab a little something as I am not a breakfast person. So I go down around 0730. Same lady running it and this time she has help. I was there around 0900. Biscuit/gravy running low. Scrambled eggs and potatoes (running out). Never fixed their waffle batter dispenser. You have to stand there, I swear for almost 12 minutes and get 1/4 batter in cup. (Of course when I asked 1 of the ladies, same answer, "it always takes awhile". Of course I responded, "this is the only hotel batter dispenser that does this". I am a Flight Attendant so you know I have been to over 100 hotels and this one is by far the worse. Milk running out and water dispensers. Potatoes completely out and one of the ladies tells us they are out. You are serving until 1000 but you ran out? WOW! They both have no personality and walk around looking miserable. This was on a Sunday, May 21, 2023 to be exact so you know who was working on this specific day. You're toast/bagel heater is another concern. It took me 4 attempts to lightly, not your notmal toaster brown, but a faint toasting that I had to place on the heating rack, 4 times and it was still quite cold and not toasted....