Hampton Inn & Suites Oakwood Village-Cleveland — Hotel in Oakwood

When we arrived at the hotel we were all okay until we got into our first room and there was hair on the floor of the bathroom and hair in the carpet. We were trying to have a little fun before school started so we just decided to clean it ourselves and chill. We wanted to put up fun things to do so we brought a few games and balloons with confetti in to play with. we brought food and we tried our best to have fun. at one point we admit we were a little loud and we were called saying we got multiple complaints (although the policy says they’ll call the first complain and ask for you to be quieter). we decided to sit down and just listen to some low music, barely even talking. then the front desk manager, angel, called and said we were still being loud. at this point we had an attitude because we could hear blasting music two doors down and a tv down the hallway turned all the way up. we told her we were not doing anything so she then hung up and decided to send someone upstairs who continuously walked past our room and didn't knock (obviously there was nothing to knock about). we then heard men right outside of our door for a really long time but we thought it could just be the two men that were next door (who didn’t complain by the way). we were almost asleep when the police came pounding on our door at midnight with all of their hands on the guns and asked for an adult. we had an adult in the room but the person that got the rooms was in the very next room. there were 6 police for 4 teenage girls in their pajamas and bonnets. when they eventually left we decided to just go to sleep while hearing stomping and running upstairs and outside of our door. when we woke up and went to breakfast we were stared at the entire time until we left. the general manager was being friendly and gave us a couple apples for our troubles and we were upset. We were charged $250 for having a party (which we didn’t, and they didn’t give us a fine definition from their books on what a party is in their establishment). We were fined another $250 for reasons that couldn’t be explained and then an extra $100 for more reasons unexplained. we asked why they charged us and they just said “destruction to the room”. which there was none. we then asked if they could come up and clean our room for us while we were at the pool (in their policies it says that on a multi day visit the most they can do on in-between days is take the trash out and give fresh towels) they only took the trash from the trash cans and gave fresh towels but didn’t replenish shampoo, conditioner, mouthwash, or soap. When we went and asked why there was nothing done the clerks at the front desk told us that angel (the front desk manager of course) told them they could not come up to our rooms and help us with anything so we had to clean the room ourselves and we had to put the trash and towels outside for them to pick it up. we wanted to wind down after cleaning so we got up and went to applebee’s then went to work out. we saw these white people get in the pool 2 hours after it closed and we asked if we could get in when they left. we personally believe that they said yes because we already knew the white people did it. we checked out today and made the room back up and when we left we decided to ask again. We said we DID NOT want to talk to angel again and she needed to get her manager. she proceeded to talk to us and raise her voice with a large attitude and when the manager finally came out and talked to us in her business area she said she’d get back to us tomorrow and conduct an investigation. we’re waiting to hear back with , still, a $600 fine. the only good thing was the bagels were good (the entire breakfast was not) and our front desk clerks were great...

Hotel seemed understaffed, excessively frugal, and lacked attention to the details. The wait time at the front desk for inquiries were lengthy with only a single employee checking people in/out and fielding general questions. Calling the front desk resulted in endless hold time with no call back (once I finally hung up). Only 2 cribs for the entire hotel so we had to go without for a couple of nights. When we arrived, we noticed crusted pizza sauce and other food debris on the carpet and long hairs on the towels in the bathroom. Although barely perceptible, there were dirt stains on the shower floor and one of the face towels was discolored. For a Hilton accomodation at $160+ per night, I expect better soundproofing; on our first night, we were awakened by the late-night passions of our neighbors on the floor above us.

Pool was closed, no daily linen exchange, no daily room cleaning, and no access (or sign stating so) to the side door (for easy luggage transport). Supposedly, this was all due to COVID-19. Normally, that would be understandable, however, the self-service breakfast buffet without gloves and open fitness center were contrary to those claims. According to the CDC, a chlorinated pool is not likely to transmit COVID-19, especially when compared to food service and gym equipment. Speaking of food service, when I tried to discreetly bring an emplyee’s attention to a pack of moldy English muffins (3 of the 6 already eaten by unfortunate patrons), she seemed annoyed as if I inconvenienced her. No gratitude, just “They were refrigerated, so they must have been moldy when someone put them in there.”

Finally, upon arrival I was not recognized as a Hilton Honors Gold member because I supposedly “booked through Expedia”…I didn’t use Expedia. I booked through AMEX Travel…and paid using points. The front desk employee told me since I arrived a day later than expected, they cancelled my stay as a “no-show” and had to rebook me. Understandable, except I paid for the entire stay in advance and they thought to contact me only after cancelling my stay. I was assured the manager would update me, but I never received any follow-up over the course of my remaining...

My wife and I sometimes take road trips that take us through Cleveland, and we will stay overnight there to break up the trip. We had twice before stayed at the Home2 Suites hotel in Cleveland (also a Hilton property) and enjoyed our stays there. However, we found a room at this hotel at a less expensive price (about 25% less), and we decided to try it, as it was highly rated, and it was just a brief stopover on the way home.

We arrived after midnight and checked in. The night desk clerk was friendly and helpful, and she checked us in. We asked for and received a late checkout.

Unlike a Home2 Suites room, it did not have a full kitchen, but it did have a mini fridge and a microwave. As we were just using it as a place to sleep, though, this didn't matter much to us, and we figured that this was part of the reason that the room was less expensive. The room was reasonably spacious and clean. The bed was comfortable, and the room was quiet.

After a good night's sleep, we tried the complimentary breakfast. On this particular trip, we stayed at three Hilton properties, two Home2 Suites hotels and this one. According to my wife, who would go down and get breakfast for the two of us and bring it back to the room, the food available at this hotel was the best of the three. She liked the layout of the breakfast area with it being divided into different stations instead of being in one long line, which also made it easier to prepare the food without people reaching over each other. The selection of food and the overall quality and freshness of the food was also best here. Checkout was quick and easy. It amounted to us walking past the front desk and the desk clerk asking us if we were checking out and our names, and the clerk telling us we were all set.

Overall, it was a good experience, and I would recommend it to anyone looking for a quality room but who doesn't want or need a full kitchen as part of...