AC Hotel Cleveland Beachwood — Hotel in Orange

DO NOT BLOCK ROOMS AT THIS HOTEL

I reserved a block of rooms for a wedding this past weekend. Initially, I had booked 2 rooms from Wednesday-Sunday. I called over 5 times to make sure the staff understood by requests because they were confused on how to make the reservations with and without the blocked room rates. I was told that I had nothing to be worried about and our rooms…. Multiple times. When I looked at the block of rooms, two weeks before our party, my name was nowhere to be found. They did not book our rooms for my party weekend. I wasn’t able to reach the sales team, so I called reservations. They told me that the hotel was booked…. The sales team tried to make it right.. The weekend of the event was absolutely awful. They were aware that our party at Pinstripes was at 530, most people weren’t even able to check in, get ready and be at the party in time because of the team available at the hotel. They handled the coordination poorly. I paid a good amount of money for gift bags for guests arriving, come to find out that over 50% of the bags were never handed out because they were too busy. No one was able to check in on time. Friends and family had to share rooms (almost 10 people in a small room) to get ready for our event. A friend who wasn’t able to check in on time the night before, was told that since he didn’t come back to check in at a decent time, his reservation was cancelled for the WHOLE weekend. This friend (along with two other people he was with) is from Arizona and had to ask other people to stay in their rooms. Another friend wasn’t even able to check in until MIDNIGHT on Saturday after the event. He called throughout the entire event to make sure his room wasn’t cancelled like our other friend the night before. Initially they had told him he would be able to check in at 2:00…..Most people weren’t even able to shower before the wedding because of their inability to get into the hotel. After the event on Saturday people arrived at the hotel bar. The service was awful and she, and her friends at the bar were very rude to our guests. Although, on Friday night, the bartender was amazing, very accommodating and friendly. The rooms were small for the price. Unfortunately there are no suites, if you are planning on having a wedding. And the service is extremely poor. I understand most places are short staffed. But the rudeness is unacceptable. When inquiring about my reservation that was never booked.. I was told by the front office staff “I don’t have time for your issues right now, call back later”. Very unprofessional. Although, I was told by a friend that Mrs. Davis in the front office was helpful and understanding.

The cleanliness was good. The staff, minus Mrs.Davis, and the bartenders name I did not get were nice and willing to help. The rest were very rude. Never would I stay here or recommend anyone to be at this hotel, especially with any types of...

This hotel needs a lot of improvements. I arrived at night and went to my room, but I wasn't quite sure if the room had been prepared for a new guest. I was tired and just assumed that it had been. (the sheets on the bed weren't crisp or very neat). In the morning I took a shower and noticed that the shower gel provided had obviously been used before because there was a soapy film surrounding its threads. I decided to use soap instead, and it was resting in about a 1/4 inch of water. The soap was at least wrapped and was usable. I then retrieved a water glass from the mini frig and noticed that there was red wine stains on the rim and drips down the side of it. (gross!). It's daytime and I can now clearly see the room and noticed a small cologne bottle beside the bed along with dust bunnies. I can kind of understand the dust bunnies - but housekeeping to miss a dark green cologne bottle seems impossible.

I went to the front desk and told the clerk about the wine glass, the shower gel and the cologne bottle. She tried to call the head of housekeeping but that person didn't pick up. The clerk handed me the housekeeper's business card and told me to try calling him/her later and to complain to him/her. I told the clerk that I didn't want to spend my day calling their cleaning dept. She then said that she understood and would make a note to get the room cleaned. She said that I would be compted one nights stay for the problems.

Problem solved? No! no one came to clean the room that day. I asked the front desk if daily room cleaning was to be expected and the clerk told me that she didn't know because she doesn't work in the housekeeping department.

The room was cleaned that day and was just fine. One other thing that made my stay odd was the lack of storage space in the room. There is a 12-14" bar with 6 hangers and two small drawers. The room had a king and a pull out sofa - sleeps 2-4 people. There just wasn't enough space to put our clothes. Noise: the walls are thin and can easily hear people in the hallway knocking and speaking. Parking: it's self park in a fine parking garage - but you have to get your bags out of your car, get a luggage cart, take an elevator up to the lobby, check in, take the luggage cart up to your room, unload, take the cart back thru the lobby, down the elevator and then drive your car to a nearby garage to park. It seems that the hotel needs to get a bell captain or a valet to make this a...

UPDATE: Don't be fooled my management reaching out to poor reviews, as if they want to make it right. I reached out out to the response I received from management and NEVER heard a single word back.

So the only reason I even gave 2 stars versus 0 stars is because of the great location and the potential of the actual building. This was our second stay at this hotel in the past two months. At first, I wasn't going to write a review because I thought the bad experience the first time was a one off, but after this second stay I realize it is the trend for this hotel. How do you check-in at a different time on two different stays and the SAME team member is just hanging out there? This second visit, it was multiple people hanging out at the front desk. We were never properly greeted and apparently my husband and I were an inconvenience by breaking up their hangout session in order to check in. The lady who checked us in never even looked at us once during the check-in process, never mentioned breakfast or anything that was helpful. But again I guess we did interrupt her from hanging with her friends AT WORK. Fast forward to the room... each stay the room looks like it was just used and not cleaned with much effort. Especially in the current health and safety climate, I would expect at least half an effort for the room to appear clean. But clearly based on the way the front desk staff and other staff members who make the front desk their hang out spot, we should've known to have low expectations for anything else in the hotel. Although I'm always about having a good time, in the evening, the lobby/bar area turns into a club with a bit too much rowdiness. If you're in to that, you will have fun. No one was even at the desk later in the evening (they may have been partying at the bar with other non hotel guests who were using the front driveway as their personal parking lot), or even when we were ready to check-out the next morning. Thank goodness we could check-out on the Marriott Bonvoy app. We will not be staying here again until there is staff re-training or...