My recent stay was a nightmare from start to finish. Despite arriving early and politely asking for our bags to be held, we were told there was no room, only for another guest to be allowed to store their luggage moments later. We ended up lugging our bags around while we waited, which was inconvenient and uncomfortable.
When we were finally able to check in, our room wasn’t ready, despite booking the Rockstar suite for a three-day stay. The hallways smelled awful, and once we got to our room, we found the shower situation to be extremely impractical and caused the whole restroom floor to flood. The TV didn’t work, and overall, the room was not up to par.
After a frustrating night, we decided to check out early. However, we were met with resistance from the front desk staff, particularly a gentleman named Stone, who initially said we couldn’t check out early. After persisting, we were eventually allowed to leave, with Stone instructing us to speak to the manager, Joel, for further assistance.
The next day, after multiple attempts to contact Joel, we were told conflicting information by a representative and were ultimately denied a refund for the remaining two nights. Despite Expedia’s attempts to reach the hotel, they were unable to get a response, and we were left without a resolution.
Overall, our experience at the cleavelander was incredibly disappointing. The lack of communication, poor customer service, and subpar accommodations made for a truly unpleasant.