Hyatt Place Cleveland/Westlake/Crocker Park — Hotel in Westlake

TLDR - Manager called security and police on our family of 7 because we wanted the AC fixed during a heat wave.

We booked adjoining rooms for our family of 7. The hotel was recommended for its proximity to family in Ohio and also because it's located near a ton of shopping and dining.

I'm unsure if it's a new(er) Hyatt property because the check in process and customer service and management team were WELL beyond lacking. Beyond major issues attempting to check in at 10:30 pm after a 10 hour drive with 5 kids in the car, the REAL kicker was when amidst a total heat wave (heat index at about 102), the AC in both rooms stopped working. We received an impromptu visit from someone who came to "clean the A/C unit" in one of our two rooms at about 11:00 am and when I said that we would be leaving shortly, they said they would come back. They didn't mention that if they didn't clean the unit that it would stop working or that there wouldn't be anyone available later to service the unit or any other sort of warning or information that would've had us insist that they did it at that exact moment.

Fast forward to around 3:00 pm when we returned to our room and although the thermostat was set to 64, the room was slowly getting warmer. We called the front desk and were told that they were busy but that they would send someone to look at the unit. As we were in and out of the room and hotel, I mentioned to the front desk that it still wasn't working and again they said that they were busy but they would have someone take a look.

Evening finally rolled around when calling for the 3rd or 4th time, we were told that the service staff had all left and that it woul ld have to wait until the next morning. Dissatisfied, I asked that the manager call the room so we could talk about this further. The manager on duty, Shayna (spelling?), was back and forth on the phone with her boss (Karen). While waiting for another call back from Shayna, we decided to feed our kids dinner in the lobby because our room was about 80 degrees. While in the lobby, we spoke with the manager in person who ultimately again told us that their service staff was gone for the day and that it wouldn't be until the next morning that they could get to it. We were also repeatedly told that we refused service, which appeared to be some excuse that Shayna was using to not actually fix the problem. Before heading downstairs for dinner, I noted that our thermostat display had completely shut off, there was no cooled air coming into the room at all and the unit in our second room was on working intermittently.

My wife then told her to not again tell us that we refused service on the unit (because again, that's all Shayne kept saying to us) and apparently she didn't like that and called the property's security as well as the police without any sort of warning and conversation. Both arrived with me,holding our 3 year old who's once again awake way past his bedtime and then immediately, our 11 year old son and one of our 6 year old twins started crying in total fear of being arrested. It was an absolute nightmare. Shayna wouldn't speak to us, security asked us to leave, and the police told us that would could stay the night and wait for the unit to be serviced the next day or we could leave the property. We were told that if we said one more thing about the AC not working, then we would be considered trespassing and could...

Nice basic mid-level hotel with a convenient location. Staff is friendly and helpful. The cleaning staff is very thoughtful. I had my toothbrush sticking up out my toiletry kit. When I came back in the evening, it was placed very nicely in a coffee mug with a short note. I certainly left a tip in an envelope with the front desk for that kind of service.

Rooms are very well designed. Like the DoubleTree by Hilton, someone had the brains to put enough electrical outlets in the room, especially on each side of the bed. The sectional sofa was a first for me in a hotel at this price point. The closet, which is a piece of (particle board) furniture, is a bit small, but sufficed. For those with a laptop, they even have an Ethernet port on the desk in addition to the WiFi. TV was thin and modern. Was definitely not the el cheapo models one often finds in many sub $150 / night hotel rooms.

My only big nit was the breakfast. It was decent. I was there for a weekend, so it was their American breakfast theme for both Saturday and Sunday mornings.

The scrambled eggs were simply just weird. Very crumbly / flakey. I know that's what scrambled eggs are generally like, but they simply fell apart, to the point they don't stay on your fork and become very messy.

On Saturday the meat was bacon (yeah!), but on Sunday they had sausage, which by itself is great, but not when they're they reheated variety (e.g. Swift Premium Brown 'n Serve).

Parking is free, but odds are you're going to have to walk to the mall parking lot, which will take a few minutes. There are only about 2 dozen parking spaces right next to the hotel. On Friday, I got lucky. On Saturday, I imagine what is typical for most, having to budget a few extra minutes in your morning.

It's also nice being in Crocker Park, which is a very nice upscale, outdoor shopping mall. My only big gripe about Crocker Park is the lack of diversity with its restaurants. Most restaurants are an "upscale" variant of TGI Fridays. Bar food gets really old, really fast. Partially eliminates the convenience factor...

I am a little late on my review! I’ve been gone for about 3 weeks now, and have been meaning to post. I stayed here for approximately 65 days for work. Not only was coming to Ohio in general a great experience, but the hospitality I received at this establishment definitely did not go unnoticed. I’m not good with everyone’s names, but I do remember Kim. She works overnights a lot, and I worked late! So we became the best of buds lol. The gentleman with the really good style that can dress, I don’t know his name but he will know I’m talking about him bc I told him he had great style! The sweet girl with the red hair and always wore cute outfits. Ugh all of them were amazing at the front desk. The sweet lady that checked me out even signed me up for the rewards program which I didn’t know about. I even had a few encounters with the housekeeping that were very pleasant. They kept the rooms very clean, towels stocked, & sheets changed. All in all, this was essentially my home for 8+ weeks. I could walk to work, & tbh I didn’t want to leave Crocker/Westlake. Ohio has definitely left a special place in my heart forever and you guys played a part in that. I’m from St. Louis, but will be back. When I do, I know exactly where I’m staying. Thank you ALL for your hospitality. I appreciated you all from the bottom of my heart. Looking forward to a stay in the future and hopefully I’ll see...