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Reviewed 28 June 2014

It took over 7 hours to get a room. I had nine employees with me. It took all of over 7 hours to get a room. The excuse was because we are busy. No hot water the entire 4 nights we stayed. No customer service at the front desk. The manager is a joke. The have no clue how to run a hotel.
The first room I was given after waiting 7 hours I went to it. It was dirty it had not been cleaned from the previous guest stay. When I went back down to the front desk. I was told yes it is!! I said not it is not. The the girl said: Do you still want this room. I said NO!! I had to wait another 45 minutes for another room.
Then I get to my room and there is NO water…
There is no gift shop in the hotel to get bottle of water, coke etc.
I complained to Corporate about what happen to this hotel. I get a email from someone at hotel stating: as stated, you were checking in at our peak time. This is the apology,. This place is ran like MOTEL 6. No an Motel 6 was have better customer service.

Date of stay: June 2014
  • Trip type: Travelled on business
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Thank Dale H
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mark A, General Manager at The Westin Cleveland Downtown, responded to this reviewResponded 30 June 2014

Dear Dale H,
Please accept our apology for the unacceptable delay with your room, and also disappointed we did not resolve the situation well.
Please feel free to reach out to me directly mark.anderson@westincleveland.com.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 June 2014

My stay started with a 20 minute delay checking in because they had me booked in 2 rooms rather then one.
When I opened the door to my room I had a strange feeling that someone was in the room, or had just left. I first noticed a dirty towel next to the bed. The bed was made but the top was wrinkled as if someone had rolled around on it. The room was made up, but someone had just used the shower and there was another used towel on the floor in the bathroom. Looks like someone used the room for a liaison after it was cleaned. Not a good feeling about security or the staff.

Once in the new room, housekeeping did a great job, but didn't clean the room until around 3:30-5pm. Even though we left the room before 7am. The room above me was being vacuumed at 10pm.

Overall the staff was very polite, but the overall experience isn't what I would expect from a Westin.

Date of stay: June 2014
Trip type: Travelled on business
1  Thank Terry H
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mark A, General Manager at The Westin Cleveland Downtown, responded to this reviewResponded 28 June 2014

Dear Terry H,
We appreciate your feedback, and will fine tune our process in Housekeeping to ensure we deliver and exceptional guest room consistent with our standards.
Thank you for taking the time to comment!

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Reviewed 23 June 2014

This hotel is absolutely lovely and we thoroughly enjoyed our stay! Every employee that we encountered went out of his or her way to be accommodating and was very polite and helpful.

My only suggestion is that some soundproofing be attended to in the rooms. I was startled when I was in our room that I could clearly hear conversation going on in the hallway, and while in the hallway, I could hear the shower in the room four doors away. Privacy and modesty will certainly be compromised in a hotel that lacks soundproofing as this currently does.

I also had trouble with water from the shower leaking onto the floor. I was intrigued by the plexiglass half wall in lieu of a shower curtain or door and thought, "Well, they must have designed it such that water will not leak onto the floor." Not so much.

Otherwise, we truly loved it and would love to come back! I am very happy to see high quality hotels and restaurants contributing to the renaissance of Cleveland!

Date of stay: June 2014
  • Trip type: Travelled as a couple
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1  Thank ohiovisitor2011
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this reviewResponded 4 March 2015

Dear ohiovisitor2011,

Thank you for choosing to stay at the Westin Cleveland Downtown. Your comments are much appreciated. I hope that you come back to Cleveland soon to be our guest again.

We look forward to seeing you soon!

Best regards
Bob

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Reviewed 23 June 2014

The hotel is new and has only been open for approx. 2 months.There were glitches during our stay that called into question the preparedness of Westin to handle a sold out hotel. There was no water for several hours on a number of floors. The A/C didn't work for quite awhile.The fire alarm sounded,how do physically handicapped people who rely on electric scooters get down higher level floors evacuate? A meal ordered for room service arrived with no silver ware ( finger food ? ) It arrived a 1/2 hour later. The business center has no one present,trying to make copies the printer states a copy is being printed with nothing coming out .Picking up the phone to call for assistance results in a dead phone. Our room was nicely furnished, a large settee was totally unusable, up right backs prevented any one from being comfortable;pillows were of no help.Did the interior designer actually sit on it or ordered it because it looked nice? The bathroom was very nice with a walk-in shower, however there are no grab bars which would help if one slipped.

Room tip: Ask for a room with a lake view.
Date of stay: June 2014
  • Trip type: Travelled on business
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Thank Sayheytoo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this reviewResponded 4 March 2015

Dear Sayheytoo,

Thank you for choosing to stay with us at the Westin Cleveland Downtown. I'm sorry that we had some obvious shortcomings while you were with us. I do hope that you will return to our property let us exceed your expectations.

We look forward to hosting you again soon.

Best regards,

Bob

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Reviewed 22 June 2014

Just spent 4 days here for a conference. Decor was great but it was downhill from there. Guest services was poorly informed, no help with parking and checkout was a nightmare, 2 days of poorly working or no air conditioning, 1 day with no to limited water and to top it off fire alarms. Certainly not up to my expectations as a Starwood Preferred Guest

Date of stay: June 2014
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank 342susier
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mark A, General Manager at The Westin Cleveland Downtown, responded to this reviewResponded 28 June 2014

Dear Susie R,
We apologize for the challenges you encountered during your stay, and have rectified our issues with the building systems. Guest feedback is critical to our success, and appreciate your comments.

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