Holiday Inn Express & Suites Cleveland-Streetsboro by IHG — Hotel in Streetsboro

So this is my second stay at this hotel and probably my last! The customer service is really bad, not only from the staff but by the General manager who when I complained asked if he could call me and I told him yes with a time he replied I'll be on a conference call and I guess that conference call is still going because I have heard nothing from him. That was 7 Nov and it is now 10 Nov. To say that the GM shouldn't be in this position is evident! Anyway so here is my complaint!

This is the email that I sent to this hotels GM!

Let me start by saying that I'm a very loyal customer of the IHG brand. So you could imagine my surprise when I showed up at your hotel in Streetsboro Ohio on Sunday Nov 4 for a 5 night stay. Upon checking I was not recognized as a Spire member or even in member for that matter, I was not offered a drink or the 500 points at check in. I had to asked the next morning if my account number was even put on my room and was told no, that was fixed by the person at the Desk. My stay preference is lower floor away from the elevator, well I'm right across from the elevator on the first floor.

So went to work Monday morning and came back to my room to find that my room was not cleaned or bed made, no big deal, it w only 1 day, so I could handle it, until I came back to my room today (Tuesday) and my room was in the same state except my towels and washcloth were gone and my trash cans were empty but no bag put back into the trash can and my favorite part was my toilet paper roll was empty but the empty roll was still on the holder, and no Kleenex was in the holder! I went the the front desk and asked if house keeping was gone and was told yes, the desk clerk asked if there was a problem and I told him, he was very apologetic and gave me a towel and washcloth and 2 bags for my trash can! So I travel very often and like the IHG brand and the Streetsboro area is now one of the areas that I will be visiting often, but after this stay I don't believe that it will be at this hotel, I'm not real happy with any of this!!!!

So as I was taking my shower I looked under the toilet lid and the amount of crud under the lip of the seat makes me wonder if you even offer maid service! So I called my office and was told just continue to stay at this hotel to the end of my stay because I would be gone tomorrow if they would let me!

So I have three missable days left at this hotel, I'm sure that when the maids are cleaning my room tomorrow or maybe they will not but they will be somewhat upset so I really look forward to seeing the outcome!

I did make my own bed this evening so maybe you should hire me!

Please fix yourself and your staff, and please know that from my preference not being recognized and my room being blown off but I'm sure someone said they cleaned it this trip has not been very enjoyable!

I will be doing a review of your hotel so others may see how a loyal customer is treated!!

I did get a reply the next day from the GM that he wanted to call me, which never happen!

Also the maids did cone and clean my room, but I had put a room request on my bed to change my sheets which was not completed because there was still dirt on my sheets that came from my muddy cloths, and the crude under the lip of the toilet not even addressed!

Do yourself a favor and stay away from this dirty hotel and don't expect much from the GM! I can stay one positive about this hotel, the young lady at the breakfast is wonderful and in my opinion...

I could hear every word next to me on each side of the wall. That was fine, but then the snoring starts... It was then like a chorus of cows with snoring patrons on each side of my room. (One person on the tv side and another directly behind my headboard)||Lobby seemed nice enough, front desk was friendly, and rooms are just slightly below par with other Holiday Inn Expresses. (Yes, I know there’s an update coming). If you’re not a sound sleeper though, or deaf... (like my wife luckily is in this scenario) you’re not going to get a good night’s rest here. Very noisy, paper thin walls. (With wallpaper falling off them.)||Lights on the sign flickering outside when you drive in and a dark parking lock didn’t help the presentation. Holiday Inn Express Flag tattered and torn like it’s been out there since 2008. Cannot put charging cables/curling irons in the outlets in the room with out them falling out. We charged our phones in the bathroom for that reason. Bathroom very run down but at least the outlets worked.||There’s obviously no daily housekeeping due to covid, that’s fine, but why does the housekeeping service knock on the door at 9:30 sharp the day I’m checking out when I’m actually catching up on sleep from the cow chorus behind the paper thin walls? (Like 6 cars here... so it’s not like they need the room for this soon to be hopping hotel on a Sunday night?) There is not a do not disturb sign to put on the door so we couldn’t even prevent them from coming back a second time before we were packed up and checked out.||We stayed here because the points were cheap, I now know why. I frequently stay at Holiday Inn Express locations because I know what I’m going to get, but this location didn’t meet that standard. #7 out of 9 in streetsboro...

Very nice and clean. They have by far the best breakfast spread out of the local hotels and that includes the more expensive hotels in Stow. They've been renovating and I am very impressed. A year ago I had reserved a room and immediately cancelled because my room smelled of wet dog. They have done a 180 the property is clean, smells clean, they have all new amenities in the second and third floors and the first will also when it's done. I am very happy with how the new owner has turned it around and made it worth the costs. Kudos to the staff. The only issue we had was with the receptionist at the front desk Stephanie. She is very snotty and rude. Honestly I'm pretty certain that someone with that attitude should pick upl a dictionary or her phone (since she was on it more often than not on several different occasions in which we stayed) and look up the definition of "Hospitality" and possibly practicing some humility. I had an issue and I needed an explanation and when asked she was very nasty and even commented on the phone that I was "freaking out". I was not, I simply had a question about my invoice. Honestly when we notice this young lady we try to just steer clear of the front desk because her disposition and attitude is so off putting. She is our only complaint. Other than that the staff is absolutely wonderful. Rooms are very nice and it's not unreasonably expensive. Coffee and breakfast are also very good and showers have great water pressure. I know we will stay again and have recommended it above most if not all the other hotels in Streetsboro. Keep up the...