Holiday Inn Express & Suites Cleveland/Westlake by IHG

Everything. Everything was clean

The pool area.

We were celebrating my son's 15th birthday for the weekend. My booking was prompted due to the location featuring an awesome swimming area for both kids and adults. When we arrived, there was a guest being serviced at the desk. Once I stepped to the reception desk, the receptionist immediately picked up the phone to make a call and failed to even greet me. During her call placed the phone on speaker and she quietly asked for my ID and continued the check-in with very little interaction with me. Her call ended before my check-in was completed, however the customer service provided was not inviting and unprofessional. The room was conveniently located near the elevator, which I appreciated due to my mobility issues. It was clean, but the beds were uncomfortable for all of us. Otherwise, I have no complaints about the room. The breakfast options were pretty good. The first morning, my son was still sleeping, so we decided to get breakfast and eat in our room. Instead of fixing individual plates, we placed the same food item on each plate for all of us to share. There were 4 hot food options. We chose all 4. We also chose cold cereal, toast, yogurt, and beverages. A staff member monitoring the dining area began to look at us suspiciously, walking back and forth, and went so far as to speak with a young lady at the front desk about us. I felt uncomfortable, and after putting the breakfast for everyone in a personal cart that I utilize, again due to my mobility issues, we began to head up to or room. We were stopped by the women and given a story about our room being reported the night before for noise and partying at 9 pm. First, how did they know what room we were in as that question was never asked and neither staff checked me in the previous day. Second, we didn't arrive back to the hotel that evening until after 10 pm and soon after went to bed. Third, we never received a call to our room or a visit from staff at our door about the so called complaint.

Would have been a poor review if housekeeper Luz, had not saved the day! I did not have a great experience to start out… I flew in for a funeral and got to the hotel around 130 and just needed to change and head out for the service. I wasn’t really welcomed and even though I have the top loyalty with IHG that was not recognized at all. She just said you’ll have to wait there are no room rooms ready. So I sat and waited and asked if I could buy a soda and I did. She told me she would let me know if something was ready. About an hour and a half later, I came to the desk and asked if my room was ready yet and she was like oh yeah wait a couple of rooms are ready now and I guess she wasn’t planning on thinking to tell me. She then welcomed me as a diamond elite member and told me I could have a free snack and soda and I told her I had already paid for the soda and wish she would’ve said that when I first checked in. So I wound up taking the points instead. I got to the room and it smelled very musty and like animals. They allow pets and I’m allergic to pets and feathers in thr pillows. I called down and asked if there was any way I could switch rooms and the front desk person who was not very helpful handed the phone to the head housekeeper, Luz. Luz was an angel. She removed all of the sheets and remade the bed with fresh linens and gave me four foam pillows. She also ran an air cleaner in my room for a 30 minutes and when I came back in, it smelled like a completely different room. I told her she didn’t have to go through all of that trouble and she said it would make her feel better if she did. She truly cared about my comfort and my allergies and went above and beyond to make this a great stay. I probably would’ve left two stars if it weren’t for her and because of her, she made it a great experience - ThankYou Luz!

Almost everything

Wish the TV was a smart TV, so we could use apps.

Everything

Nothing

Location

Room was not clean.

A perfectly fine experience for a hotel of this type. I’d say it’s a bit pricey for the experience but lots of business travelers, so they can do this. The hotel is a bit worn but clean. My room was super musty and smelled like there had been a smoker at some point. I appreciated the wide variety of pillow firmness! Really nice touch. The breakfast area was spotless during breakfast service-not easy! I hung my DND my first full day, but left it off my second day (of a four night stay) and room was not serviced. I don’t need daily but fresh towels, a quick vacuum would be nice. I would expect with no DND from 9am-4:30pm, those things could have been done. Friendly staff. I’m not a pool person but it looked awesome if you had kids. A proper kid area with splash pad too.

Ohio seems to have an issue with car break-ins. I found this hotel very quiet and safe, with no issues at all with parking. Very close to shopping and restaurants. My family loved the Filipino food in North Olstead. It is a corporate park, so it is very quiet at night. Slept soundly.

Comfortable rooms

No pancakes breakfast option

Nice to get kids something to eat before starting out.Also just having a place to bring back a sandwich and sit down without being in the room.

No complaints. Maybe make the time till 10.

Rooms were very clean, staff was extremely friendly, breakfast was an amazing selection.

The pool had so much chlorine that it burned our eyes and a couple of my kids got rashes. We were in the pool less than 2 hours.

The pool was amazing!!!

Nothing

The pool was great. The room was clean as well as the surrounding area in lobby.

Clean and the location was perfect

No hot tub they said has not worked since October…almost a year…not good

The night desk guy was great, so was the afternoon lady with the long hair. Other desk ladies were unhelpful. The manmaid was super nice.

The advertised pool with slide and water activities was ice cold! The water features did not work with the button on the wall. Maintenance did not appear at the pool to fix it during the 3 days we were there. Wondered if that’s why we caught a bit of a norm-type virus.

Location and staff

My reservation said city view and all I saw was an industrial parkway

Very clean. Good breakfast.

Hours for pool

To far away from dining opportunities

Breakfast as expected, room clean and spacious, good location

Not as nice as I remember - mildew smell in room, mildewed caulk in some areas of shower, towels felt rough and old, lighting made room feel dark, limited tv channel selections

Clean and friendly

N/a

Close to Crocker Park and Sibling Revelry Brewery. We also like the television channel options.

Pool was cold and the hot tub was closed. Half of the reason we chose this hotel was so our 8-year-old could swim.

Bed was really comfortable!

Friendly staff, clean, pool very nice.

Very loud domestic fight went on for hours until the police finally came. But even after it was over, I was terrified and never slept.

Everything

Nothing

Cleanliness was excellent! Staff friendly and accommodations we're great!

Nothing really

Easy access clean staff was friendly good food for breakfast

Nothing

It was so nice neat and clean I could’ve eaten from the floor!

Absolutely nothing it was all amazing

Conveniently located. We all made use of the lobby for family meetings.

Warm and friendly atmosphere

The way management approached my guests and kept my credit card and refused to mail it to me.

It was nice

Our air conditioner leaked on the floor causing the carpet around to be wet. So wet socks for us. I did let the employees know but nothing was done about it.

The main reason for going was to spend some time in the spa/jacuzzi. It was broken. Very disappointed. I wish I had known this before I reserved the room. I only live twenty minutes from the facility. So the time away was only for leisure and relaxation.

Pool

Bed is very uncomfortable and the bedding is not breathable. Not one of us slept well.

The facility itself was ideally located near the attractions we were visiting. We always like a continental breakfast that has a variety of choices.

The only complaint I have is that I thought I booked a room with 2 queen beds, but we were put in a room with one king.

Clean and comfortable, but the wall decoration was peeling. I didn’t like that part.

Clean and nice.

A little old. The bedroom door would not hold itself and we slammed it a few times not being able to catch it before it closed.

Was ok

No hot spa

We liked the room, the pull out couch, the beds, the breakfast, and the pool. The staff were approachable and friendly. We enjoyed how close it was to things.

We didn't like that there were not more pillows. The hot tub was down.

Clean, nice staff, nice holiday decor.

All the parking spots nearest the door were restricted but there was a snowstorm going on.

Bed was comfortable, room was spacious enough.

We were put next door to a room with 2 dogs who yelped throughout the night. The hotel did not seem full so not sure why we were put next door or even on that floor. Also need more coffee machines! And the front desk person barely looked up.

It's was a pleasant and quiet stay for the Thanksgiving holiday as we wanted to just have a night alone away from home. The location is great with everything we needed very close by (gas station, restaurants, etc). The rooms were very clean as was the pool. It was a tad pricey but considering it was also a holiday it was to be expected. We would go again.

The breakfast worker on Saturday morning was very kind and inviting.

The front desk supervisor was not accommodating at all, she was rude and demanding. It truly brought down the energy of my entire stay. I requested to speak with a manager and she bulldozed the conversation not allowing the manager to make any decisions for herself. She was loud and unprofessional during her shift even spent hours on the phone with her friends on speaker cursing and yelling. She blamed other staff members for her mistakes and gossiped about them to another guest.

Staff was nice, breakfast was good although almost every room was sold out they ran out of some of the stuff at breakfast. When they know there's that many people booked they should have been prepared for that. Also the spa was broken. Why is it every hotel I stay at the spa never works??

This is the first time staying with Holiday inn Express suites. The price I paid, I was supposed to get a suite, not a standard room. I went through booking.com, and I chose your facility because it had the best rating in the area. I feel for what I paid I definitely could have had a sweet at sonesta next store. I've stayed with them many times and they were cheaper the suites were bigger and I actually had a full kitchen. Definitely too expensive for what I got, and probably wouldn't choose you again for that reason unless I got comped.

Staff made us feel very welcome. They were all very kind and respectful

Close to family

The NOT heated pool!! No juice in the juice machine at breakfast.

Regular hotel breakfast… coffee was not good

Staff very professional, parking safe, overall Hotel clean, and good variety food for breakfast.

Great

Clean rooms. Friendly staff

Hot tub was not working

Clean room Good service Not crowded

Our room was clean and comfy. Hotel was in a perfect spot to travel to many different areas. Would stay here again.

Clean, well cared for property in a great location close to dining & shopping. We will stay again.