Courtyard by Marriott Cleveland Westlake — Hotel in Westlake

The manager of this facility has little to no understanding of customer service let alone quality customer service. His name is David and his arrogent demenor is a sad reflection on Marriott that needs to be corrected post haste. I am a Marriott Platium Elite Member but we booked through our corporate site. He said the booking came from Priceline which apparently was offensive to him. He told me that he could not place this reservation on my account and that my membership didn't matter. I was upset at his angry tone and thought I would challenge him a bit. He became scary and I no longer wanted to stay in a place where he could harm me or my staff. I told him I was going to cancel the reservation and he said, "call priceline" and that he didn't have a problem with that. Regardless of the conflict, I figured we could just move on like professionals. I called our corporate site and found out they actually do use partner sites so to the hotel it would look like Priceline and it wasn't a big deal. They explained that I did need to call the hotel and cancel. When I called the hotel again trying to be professional (maybe 10 minutes later) I asked for David the manager and the assistant manager told me that he had just left. She was nice but I could tell something big had happened. As I explained that I needed to cancel my reservation, she stopped me and said that the manager told the entire staff to not cancel reservations made on Priceline tonight. I asked her if she was telling me that I would lose my prepayment on both rooms if I didn't stay their hotel (where I now felt in danger from this crazy man), she said, "that's right." I hung up the phone and called Marriott's Platinum Customer Service number and they immediately set up a case to investigate this manager. I have stayed at Marriotts all over the country and never have come across a situation even close to this one. Marriott, along with my corporate booking site, made sure I was refunded, regardless of David's plot, but I am concerned what a customer without a little clout would have done. Also, my corporate booking site agent told me the next day that, when she tried to call the hotel directly, the employees told her they were instructed, by David the manager, to not even take calls from PriceLine. She had to call Marriott corporate to even get them to act professionally. Amazingly stupid! This guy was so arrogant and angry, I don't know how far he would be willing to go if he believes someone has crossed him. Until Marriott places a manager with proper training and respect for customers in this hotel,...

Play and stay… we were forced to use this dirty hotel!! This was the most disgusting hotel I’ve stayed in so far. We were there for a sports tournament and all the families from our team felt the same way. My first room smelled like someone smoked a box of Newport cigs in there the night before. Allegedly, most of the second floor rooms smelled that way. They moved my room to a new one with no problem! The new room had a spider nest (I’m assuming I’m not a big spider information person). Basically a bunch of dead and living spider in the corner of the room. Almost rather the smoke room. Normally I don’t complain but the smoke and spiders are too much. I asked for room service to clean the spider area and they did a bad job while we were away at our games for the day.. meaning still some left over spiders on the corner. The night time guest services were rude and spoke to our kids rude as well… though I know when addressing a group of kids sometimes you have to be stern.. and I know kids on teams can be loud, but all of the kids on our team, AND the opposing teams, were in bed early. Also they all were contained to one room at the end of the first floor hallway. They played and probably were a little loud inside the room, but it was 7pm. I didn’t hear or see any kids being loud after about 830pm.. on any team. We even asked to rent the conference room for a discount price since the suite at the end of the first floor at 730pm was a problem for the group of kids to be playing so loudly. They said it would be 300 bucks to rent it for the rest of the night bc they have to pay the cleaning crew extra to clean the conference room. They were giving us a hard time for no reason other than our kids were being kids at a reasonable hour. We signed a contract with the desk at check in to be quiet by 10pm, and all kids were in bed well before 10pm… all were due to go back to their own rooms at 830pm. There was no reason for the night shift’s overly rude attitudes in my opinion.. ESPECIALLY with their dirty facility, I was pretty disgusted. Honestly one of the worst hotels; dirty and smelly. Find a different Marriott or a Hilton in the area. The Starbucks didn’t have a working oven so it was only bare minimum. The location was fine and the daytime shift...

The best thing about this hotel was my check in and front desk experience with Demetria. She single-handedly provided extraordinary customer service, and responsiveness. She was one of the most helpful, friendly, “how can I help you have a better stay?” customer service staff I’ve encountered in years.

However, with Demetria’s assistance and problem solving skill I simply could not stay here despite having made a 4 night reservation.

I’ve stayed at Marriott Courtyards all over the country. And this hotel doesn’t deserve to be called a Marriott Courtyard. Honestly, I’m not sure how Marriott allows their brand to be affiliated with this run down property.

Honestly, this hotel is a really dumpy once walking past the updated lobby with typical “Courtyard Bistro. It is outdated, worn out, dirty, and the rooms smell old and musty. The Inside is dark and depressing with dirty and beat up elevators, and marked up doors of every room.

I went to my room on the first floor and the room was dark and depressing, smelled like a Goodwill Store. The furniture was mismatched and very outdated. I went back to front desk and asked to be switched to another room due to the smell.

The next room was on a higher floor. It had the same “musty combined with chemicals” smell. It was quickly apparent that although the bed was freshly made that the bathroom wasn’t cleaned and the floor was not vacuumed. The credenza which sat below the wall mounted TV literally had peeling paint and cracked veneer front. Most bizarre of all was a strangely mismatched couch—an oversized monstrosity in the corner with conspicuous stains.

I promptly cancelled my reservation and moved to the modern and bright Hyatt Place at Crocker Park Westlake, which was only slightly more money.

If you are looking for the normal Marriott Courtyard experience at this hotel you will be...