Courtyard by Marriott Cleveland Willoughby — Hotel in Willoughby

This was, by far, one of the worst hotel experiences we have ever had. When we entered the room, we commented on how nice the bed area was. It appeared to be recently renovated with new carpets, bedspread, curtains and furniture. From there everything went downhill. When I stepped into the bathroom, my saddles were sticking to the tile floor. I looked down and saw numerous smudges on the tile as well as a small piece of tissue paper and a string of dental floss! I immediately went to the phone to call the front desk and the phone line was dead. So, I got on the elevator and went down to the front desk. I explained the situation to the woman working at the front desk and asked for the manager to come to the room. Several minutes later, the same woman came to room and said that the manager was not on the premises (about 3:30). She agreed that the bathroom floor was unacceptable and what surprised that the phone wasn't working. She went down to find another room for us. When we looked out the second room, the bathroom floor was in a similar condition and the phone again did not work. She profusely apologized. She then took us to a third room. Bathroom floor was the same but this time, the room had no phone at all. Now, by this time, my husband (who literally has the patience of Job) was beginning to lose it. He wanted to check out. The problem was that we were meeting with family to do dinner and a show and time was getting tight. He even said that he was prepared to drive back to our home after the show. But that is over a 2 hour drive and we would be arriving after midnight. Some rooms had a clock radio and others did not. The front desk clerk came back with 2 other rooms to look at. Again, bathrooms in both were the same with the splotches floors (I have numerous photos). But the fourth room had a musty damp smell in the bedroom area. By now, my husband is beyond upset. The fifth room (again same splotches tile floors) did have a phone and a clock radio. We decided to accept that room. By now, we had to change our plans for meeting the family. We rushed to get ready. But then realized that there was no hairdryer in the room- yet another call the the front desk person. Near the elevator there was a sign that said "If you need assistance, pick up handset to call front desk". Well guess what- there was no handset (again I have a photo). At this point, it makes one question everything. Do the smoke detectors work? What about the...

4.2 stars on Google. I'm not sure why. This is a dumpy and dreary Marriott with indifferent staff. I'm a Marriott Gold Elite member. I reserved using my Marriott free night stay awards. Walking in the front entrance, I noted quite a bit of trash in the flower beds (yes, it's winter, turning to spring, but clean the place up). At check in, the woman was watching TV in the lobby, ran over, did not acknowledge me as a Gold Elite member, but quickly checked me in, room 317. The lobby and surrounding areas were dark and depressing, with a view of the indoor pool, completely torn apart with pool stuff laying all over the place. The elevator to the 3rd floor was the noisiest I've heard. Exiting the elevator on the 3rd floor, our assigned room (317) was right next to the elevator. Back down to the reception desk to ask to be assigned to a room away from the elevator (which is in my Marriott profile). Was moved 4 doors down to room 309. Upon entering, we were greeted with a small room that had a partially detached gasket on the bottom of the door, with a huge monstrosity of a couch and ottoman taking up most of the free space in the limited floor space available. Using disinfectant wipes, we wipes down the flat surfaces of the room, noting dust and dirt on most of the flat surfaces. The sink drain emptied very slowly (partially clogged). We spent our 2 day stay running into each other moving around the room. On day two of our stay, housekeeping took our used towels, but did not leave any clean ones. Back down to the check in desk to get more. On check out day, we requested late check out (2 p.m. is standard for Gold Elite members). The new reception woman told us she could "give us till 1:30 p.m. because I was not on their 'list'..." whatever list that was. I did not inquire, at that point I just wanted to leave. On the positive side, the room was very quiet, near most things you could want, with easy freeway access. Certainly not a property worth of a 4.2 star Google...

I stayed at the Courtyard Cleveland Willoughby to receive medical treatment through the Cleveland Clinic. The rooms are outdated, supplies limited due to supply chain problems (not due to hotel) and although the bed/pillows were very comfortable, bed didn’t have a top sheet for mattress and room didn’t have a phone. Despite this, the staff is amazing, changed my room so I didn’t have to go through lobby or hallways/elevator to get to parking lot. I didn’t call down to front desk due to reactions to the medical treatment I was receiving, but I’m sure they would’ve taken care of the sheet/phone missing, if I had. Terry was incredible and once I explained my situation about being vaccinated but fearing becoming infected with covid, went above and beyond to make sure I was safe and didn’t encounter any guests during my stay. I will return to this hotel when I require additional medical treatments only because the staff is truly the best I’ve ever dealt with at a hotel. All were amazing, incredibly nice, thoughtful and truly went above and beyond to ensure I was as safe as possible from catching covid. The first room I was given required me to use the elevator (I am unable to walk without crutches) and was moved to a ground floor room with a courtyard/patio that gave me access to the parking lot without having to go through inside of hotel, and didn’t have to worry if there was a fire due to me not being able to use the stairs. Staff definitely took my medical needs seriously and I can’t thank them enough. I can only remember Terry’s name, but every single staff I dealt with impressed me, immensely, so much that it was very easy to overlook some of the hiccups and that the facility could use a much needed upgrade. Despite this, I was comfortable and well taken care of. Will recommend and will absolutely stay again, because of the best staff I’ve ever dealt with at a hotel. Cannot say enough wonderful things about how wonderful...