Courtyard by Marriott Cleveland Airport North — Hotel in North Olmsted

This was simply not a good experience or stay. On arrival at check-in the front desk clerk was kind and helpful, however everyone else was not. I received a call from the front desk from a "manager" who stated that there was no smoking allowed in the hotel. I reassured him that we just arrived and had definitely not been smoking inside of our room! Not to mention we had just passed each other in the hall on my floor outside my room where he did not formally address me face to face as he should if there was an actual problem of such magnitude. Instead he went down and called up to the room and also insisted that there had been "complaints" about the smell coming from our room which is just absolutely not true since we had just arrived and had no time to do anything just yet. This was absolutely discrimination and unacceptable!!! Later that night around 10:00 p.m. we tried to enter the spa and my key did not work. I went to the front desk clerk who tried to fix the problem, but the key still would not work. It worked for everywhere inside of the hotel except the spa. She advised me that she would let me into the pool once I was ready to just come back to the front desk. So I went up to change and came back down in which she advised another employee in housekeeping to let me into the spa. He did so and advised us that they were cleaning the grout around the pools and just to be aware of that. We told him that we would only be using the spa and wouldn't even be around the pool area. He left and a few minutes later he and another woman employee (also in housekeeping) returned to start emulating as if they were about to power wash the grout at that time. Mind you it was past 10:00 p.m. The pool area was closed was due to close at 11:00 p.m. and no one had been there cleaning that grout when we arrived or anytime before it as we have visited the spa area a couple times before just to make sure that the the pool was open and the spa was working properly. They begin to speak loudly, have conversations, accepting phone calls, just completely interrupting the time in which we were trying to relax and enjoy the last hour that we had available. I thought it was very rude, and absolute inconvenience and straight up harassment. They finally left and we continued our time but it was very unsatisfactory as this had already agitated us. At 11:00 on the dot another woman enters (I'm assuming who is a manager) to let us know that it was 11:00 in the pool was closed. The next morning during check 3 police trucks were outside circling the building and walking each floor of the hotel. I'm unsure what it was even about, but it definitely added to the uncomfortable, discriminatory, and unsafe feeling we felt throughout our stay. We stayed here to relax and wind down after the hustle and bustle of the holiday, but instead were accused...

Do NOT use for wedding/ event room blocks.

The hotel itself was nice and clean. However, for my July 2021 wedding we used this courtyard. They were a nightmare to work with. We thought everything was fine when we initially had a set of 10 rooms reserved for our guests to book with the option to add on more rooms once we had the 10 filled. When the first guest booked they messed up the reservation and booked them outside of our room block despite the guest using the correct link the hotel had provided. This took multiple phone calls with the manager and several hours to finally sort out. A week later we find out that the room is still not booked under our room block and have to do the whole process again. Next the groom's brother attempted to book a room. Again, they did not book him under the block of rooms and he therefore did not get the discounted rate. This took multiple calls to the hotel and groom's brother to sort out. We had specifically booked a courtyard hotel because we wanted to use the courtyard to have "after wedding" and "next day brunch" gatherings. Next, we personally drove to Cleveland (we are from out of town) to ensure that the groom's brother's and mom's rooms were on the first floor (and courtyard accessible) so we could also use those rooms for the gathering too. My husband and I personally spoke to the manager, Aaron Baker, and he assured us that we would get 2 ground floor rooms. The week before the wedding as we are confirming the reservations we are told that all of the rooms we booked were on the 2nd floor or higher. We could not get them moved. Next, when we wanted to add more rooms on to our block, as we had filled the 10 initial rooms, we were told that that was not possible. It took 3 separate phone calls (2 with the manager) just for them to tell us that the hotel was completely booked out. We understand that they may be booked and it wasn't a problem for us but it was ridiculous that it took 3 phone calls for them just to tell us that.

The day before the wedding, they tried to compensate for the room booking situation by allowing our group to use a meeting room for free. I was glad they did end up trying to help and it was nice of them to offer the room. However, they were still a huge headache to deal with ahead of our wedding.

In general, the hotel staff was horrible to work with. They did not answer our questions and we had to be very forceful during multiple phone calls to get each problem sorted out. The manager blatantly lied to us about getting ground floor rooms and the booking process was a huge hassle. I would not recommend anyone try to book a block of rooms...

I booked a bed-and-breakfast rate and I am still dealing with the hotel to get the overcharges reversed. It is been time-consuming and frustrating to say the least. I think that all staff should be able to handle customer complaints when I called in last night the man on the front desk told me to call back today and spend more of my time to fix their mistake. I decided to respond to the email that I received from the hotel with my folio and attach my original reservation quote hoping that they would resolve it only to find that the email bounced back this morning so I have to call the hotel again today.

On a sidenote when I checked out on my app before leaving the room I realized we hadn’t had breakfast yet so I went to the front desk and asked the manager if that would be a problem. He said no it’s fine so I went to the Starbucks bistro ordered our breakfast and was reprimanded by the bistro woman for checking out early. I explained that I had spoken to the manager and he said it was fine and she said well it’s not I will deal with it. Ironically that is the breakfast that was reversed properly off my bill. I went to the girl at the front desk to warn her of the wrath of the Bistro woman and she said it was fine as well.

I feel when you book a bed and breakfast package the charges should not show up on your folio it should be reversed at point of sale and be a zero charge and put into a miscellaneous account that does not affect the guest because I’ve already paid for it in my daily rate.

I travel at least twice a month and found the staff and accommodations to be pleasant with the exception of the bistro woman who clearly had not had her breakfast. However I don’t like having to deal with issues spending valuable time once I am home and wish the app would show my folio when I checkout so I could have dealt with it when I was there otherwise it defeats the convenience of the app. This has made me realize I need to check out at the front desk and get a printout which also defeats the...