Cleveland Marriott East — Hotel in Warrensville Heights

LONG REVIEW We had a wedding 9/24 and we had the ballroom as well has their hospitality suites and bridal suite. As the planner for this wedding and being the point of contact between the couple and the hotel staff I must say this was a negative experience. From the beginning January 2023 the preparation for this wedding took off. At first we worked with Lauren in the sales department she promised a lot of things which is why the bride chose that location. Lauren has made statements like your wedding is not till September I have other weddings and event before then I will get to it. When the bride have questions or wants to add something or change something she should have never been told basically our wedding wasn't happening for awhile I got other things to do first. Like our wedding wasn't important enough. We asked for a different person Tammy was assigned to the wedding. The hospitality suite: coffee/tea/danishes; those things were not provided and when the bride asked for these she was met with a rude, unpleasant employee name Jeff from food & beverage and he advised that was not given to him it need to be on an order. He address the bride in an unprofessional demeanor the bride and family were all displeased. Let's Fast forward to reception: food selection was not what the couple paid for. The chicken was under cooked,a guest called and advise they had food poisoning, the groom was so upset that the food was not what was given to him at tasting appointment. It was his culture and it was not displayed in the food that was given to our family. When the staff was made aware my team and I went to the kitchen and the chef had left for the night and hotel staff made the comment the guest are not eating the food what's wrong with the food. This could not be fixed the groom was very displeased on how Jeff was communicating to him so groom stopped talking and walked away. We had guest asking for the children meal and that was even cold. The feed back that we received from our guest and the experience we had with this hotel and staff has been unacceptable and accomodations are requested. I have called the hotel I have found out that Tammy no longer works for the hotel. If it was not for Calvin at the front desk and the head of house keeping. This hotel rating will be a one star. As far as the stay there were children running up and own the halls all day, they were playing in the halls I need something to contact me as soon as possible before other measures are taken. I could go on but I would like to speak with the...

First night had to be comped (after a day and a half of back and forth with the font desk, more to come later) after I had to sleep in a dirty room. I walked into a dirty room at 2 am, called the front desk three time before a security guard brought clean soap into my room. I had to request he throw away the hair ridden soap that was there. I was woken up at 730 AM after sleeping in a dirty room, just so a woman could accusingly ask "why did you sleep in this room, it was dirty!?" She apologized, however, the hair that was in the shower was still never cleaned by housekeeping (continued until I checked out). Day 2 I walk to the front desk mid day, explained the situation, there was a kind manager in training who said he would contact the actual manager with the details, I provided pictures of the room which I didn't really need to after I had called late the night before, a security guard witnessed this, was rudely woken up at 7:30 am (AKA 430 AM my time/west coast time) by a woman who was aware of the mistaken check in. He offered more Marriott points, I wanted that night comped. That night I receive and email from a manager who actually didn't know all the details but rather apologized for things not being to my liking It wasn't that is was not to my liking it was blatantly not at the level of what I expect from Marriott. Once I showed her the picture, she agreed it needed to be comped. Then after my second night, I was woken up yet again at 9 am by housekeeping. They were very apologetic. I told them I would go to breakfast and they could clean. However, upon my return from working out and eating, still was not cleaned. I placed the privacy sign on my door, went into the shower, housekeeping came in, even though the sign was on the door. I schlepped on a towel, jumped out, she was mortified, then said "I thought you had checked out." Obviously not. I said, I will get ready for my Uncle's funeral, will be out in an hour. Once I left (2:00 p.m.), I returned at 6P.m. To change before the dinner. NOTHING was cleaned. I called down. I very politely informed them I would be leaving for dinner and to go out, the room would be available for cleaning. Upon return, they did replace towels and make the bed, but did not clean the bathroom floor or shower. The hair that was still in the shower upon check in, was still there. Beyond infuriating. This was not my favorite Marriott stay. My expectation is to have a clean room, certainly from the...

For as often as I travel for business, I must admit that this is the worst hotel experience I've had in quite some time.

When I checked in around 5pm, I was told that the room I was assigned was newly renovated and that I was one of the very first customers to be assigned to it. As I approach the room, I see used room service content (glasses, etc.) sitting outside of the room and immediately smelled cigarette smoke from the hall. As I entered the room, it was even stronger. I was running out to a dinner meeting so I dropped my bags by the door and figured, maybe I'm wrong; maybe the cleaning materials they use are strong/different since I know that this is supposed to be a smoke-free hotel.When I returned for a the evening shortly after, I went in room to get situated for the night. When I laid on the bed, the pillow wreaked of cigarette smoke.

I called the front desk to report the smell and was told the MOD would call me back. After 45 minutes of no contact, I called again. That time, I got a call back in a few minutes. I was then moved to another room. As I approached the room with the person from house keeping, yet again, there were used room service content sitting outside of that room too. So of course, I had to ask the question - ''Is there a reason that I have been assigned two rooms that have clearly not been cleaned properly? From a sheer logic perspective, if the room was truly cleaned before it was assigned, how did housekeeping miss the dishes sitting right by the door, TWICE?" His response was, 'yea, sorry about that; I just came on shift at 2pm and have not had a chance to make my way up here.' So my immediate conclusion was that these rooms are not clean and bedding, at minimum has not been changed.

Had I been in a rental car, I would have just checked out and drove around for another hotel. Since I was at the mercy of Uber, and it was late in the evening, I slept in my clothes, on top of towels.

I will certainly not plan on coming back to this hotel. It would have to be the absolute last option near my client's office for...