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Reviewed 17 August 2014 via mobile

Stayed here for a last-minute overnight stay in Cleveland after the Gay Games 9 closing ceremony.

The positives: well-designed hotel with modern, clean and well-appointed rooms. Loved the room doors that didn't require a swipe, and the ambiance. Modern lobby with fast elevators.

The negatives that slightly ruined the experience here: the front desk staff. Rude, slow and seemingly fake and not at all genuine. No toiletries when I needed them- this is a 4 star hotel at a premium price that doesn't offer toiletries. I was told by the front desk to put my contact lenses in a cup with water for the night. When I left the front desk after asking for some basic toiletries, I watched the two clerks get together to gossip about me for being a "free spirit." If you don't want last-minute "free spirit" bookings, don't offer day-of Priceline deals!

Service is everything to me and I'll take the Marriott down the street over this hotel any day because of that. I'm Gold Elite there and shouldn't have gone off my usual beaten path!

Date of stay: August 2014
Trip type: Travelled as a couple
1  Thank John 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 21 August 2014

Dear John H,

Thank you for choosing to stay at the Westin Cleveland Downtown while you were in town enjoying the Gay Games 9! It was great to see the excitement in the city surrounding the games and that you chose to stay with us.

As a new property we are working out some kinks and rest assured when you return you will have a much better experience - I cannot guarantee we will have contact lens cases/solution, but you will be pleased with our property.

Thank you again for staying with us at the Westin Cleveland Downtown.

Best regards,
Mark

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 August 2014

I stayed here one night on business and the hotel has recently (May 2014) been refurbished.

My room (1703) was lovely inside, plenty of room, view of the lake, nice bathroom and a good shower. Bed was excellent and also plenty of power points to charge laptop/phone/ipad etc. Beside the bed there was a clock radio which also had an IPhone docking point to charge your phone.

However, my room was close to the lift and so was noisy with people walking past I got woken up. I also had an joining room and you could here everything on the guy next door was doing though the door.

The coffee machine didn't work, it put hot water all over the place. The ironing board was the cheapest thing I'd ever seen. I put it up to iron my shirt and then couldn't put it down. I was scared to be to forceful with it and I thought it might snap. There was also only one bottle of water in the room.

So a nice hotel and good service when I checked in etc however for $255 a night it's just not good enough. There is valet only parking at $30 for 24hrs and no self park but if you look across the road you can park for $11 and that's valet parking to.

The little touches are missing and I came away wishing I'd stayed elsewhere even though it wasn't my money paying.

Room tip: Park across the road it's much cheaper and ask for a room away from the lift (elevator)
Date of stay: August 2014
  • Trip type: Travelled on business
    • Location
    • Rooms
    • Service
2  Thank Colin_Welwyn
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 18 August 2014

Dear Colin_Welwyn,

Thank you for choosing to stay at the Westin Cleveland Downtown. I was disappointed to read that you had struggles with noise, concerns regarding your ironing board, and that your coffee maker didn't work appropriately. We are still finalizing the "little touches" throughout the hotel; I am confident if you have the opportunity to stay with us again you will experienced them.

I'm sorry to hear that you left feeling you wished you'd stayed elsewhere; please feel free to contact me directly should you like to discuss your stay in greater detail. I can be reached at mark.anderson@westincleveland.com

Best regards,
Mark

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Reviewed 14 August 2014

I enjoyed my 4 night stay here.
I had no issues with check-in or check-out.I arrived before 2pm and room was ready.Check-in was quick as was check-out.
I was busy with work and did not get to enjoy the location as much as possible.
Elevators seemed to be an issue but repairmen were there every day and seemed to get better.
The attached bar was a nice place to stop off for a nightcap.
Room was very quiet and good sized.
Bathroom was a little different-I had never seen a shower with no curtain or door-just a glass partition but surprisingly no water went out on to the floor.
Central location was close to everything in downtown area but at least 10 minutes from most places if you have mobility issues.

Room tip: Higher floors have better views,either of city or lake depending on which side of building. South side gets warm if drapes left open..
Date of stay: August 2014
  • Trip type: Travelled on business
    • Location
    • Rooms
    • Service
Thank George P
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 18 August 2014

Dear EasternYurp,

I am glad that you chose the Westin Cleveland Downtown for your four day stay in the Cleveland Ohio area. I was happy to read that you had such a positive experience with us as that is our goal to make your time away from your home more personal and enjoyable.

I hope the next time you stay with us at the Westin Cleveland Downtown you will be able to enjoy more of our hotel and also the city.

Best regards,
Mark

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Reviewed 13 August 2014

Well, we were delighted by the valet staff when we pulled into this oasis in Downtown Cleveland. Efficient, warm and friendly – and above all patient as we ransacked our car looking for the items we would need for our overnight stay. Unfortunately, the warmth did not convey to the front desk. Don’t know if our receptionist was new or painfully shy, but she simply expended just enough energy to be cooly cordial. I think she actually cringed when my luggage nearly tipped over the roped divide. Embarrassing for me to say the least – she didn’t have to make it worse! But, like I said, her lack of warmth was more than made up for by the wonderful front door staff all of whom greeted us with smiles and comments when we went in and out. The hotel itself is a bit of a surprise. Clearly and old building, it has been redone in very euro-chic coloring and design. It’s not our favorite décor, but we were definitely impressed by the ability to update what must have been tired rooms. It’s a fun stay. We thought it a little expensive, but we did not price-shop because we liked the location so cannot speak to how its prices fit in the Cleveland marketplace.

Date of stay: July 2014
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
1  Thank babettetravels
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 18 August 2014

Dear Babettetravels,

Thank you for choosing the Westin Cleveland Downtown. It was a pleasure to read your review that our staff was overall warm and welcoming. I appreciate your kind words regarding the massive renovations that our property endured. I am very proud of our location downtown Cleveland, Ohio as we are in the center of it all; a beautiful lakefront and an ever growing entertainment district.

I look forward to your next visit when you are in the Cleveland area.

Best regards,

Mark

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Reviewed 13 August 2014

As other reviews have stated this hotel has struggled to have rooms ready on time for high-volume check-ins. We waited nearly two hours on a Saturday well after check-in for our room. I ended up having to pay a bell-hop $20 to go into the back room and get us a key to a room. I was travelling with my wife for a wedding and we missed the first half-hour of the wedding because we had to rush to get ready. The front desk staff and manager went out of their way to be unhelpful. I even asked for a place to change for the wedding and was directed to the lobby bathroom. Not great customer service.

Mark Anderson the general manager did email me promptly after my stay and apologized for the experience. I just wish they had competent management on site during the check-in disaster.

Date of stay: August 2014
  • Trip type: Travelled with friends
    • Location
    • Sleep Quality
    • Service
Thank BAB433
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 18 August 2014

Dear Bab433,

Thank you for choosing the Westin Cleveland Downtown. I was glad to see that you received my personal email to you regarding your visit with us. Again, I apologize for the inconveniences that you and your wife endured while staying at our property. I am very confident that when you return to the Westin Cleveland Downtown you will have a better overall experience.

We look forward to your next visit so we can provide you the quality stay that you deserve.

Best regards,
Mark

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