2/10 Terrible
janelle
Travelled with family
12 Apr 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The very worst hotel experience I have ever had in my entire life. My room was not cleaned prior to my arrival. My suite had fried rice and other food scraps all over the bed sheets and had trash everywhere. This included inside the pull out sofa. It looked like a party occurred the night before and they didn’t clean it up. I went to the receptionist and was told they had no more King rooms available and was changed to a room with 2 small double beds. This room was dated but cleaner. This new room had a broken shower head. I then went to use the pool which was advertised and confirmed as open and found a pool closed sign. They had a pool vac/robot cleaning it and were adding chemicals during peak evening hours. I was staying over in Cleveland due to a family members transplant surgery. I had hoped to have a clean place to stay and use the pool to help keep my kids entertained during this difficult time for my family. I’ve stayed in many Embassy Suites all over the country and this specific location does not uphold the Embassy Suite or Hilton brand. I left after being told I would receive a refund due to the poor experience. I went to a local Hilton Garden Inn booked through Expedia and had a great stay. 3 days later I receive an email stating the hotel owner won’t approve the refund now and I ultimately ended up paying for 2 hotels through Expedia on the same night in Cleveland. No other effort had been made to make this right through Expedia or by the hotel.
janelle
Stayed 1 night in Apr 2025