This was, unfortunately, one of the worst experiences I've ever had at a hotel.
When we arrived late in the evening, our room still wasn't ready. So, we waited in an extremely loud and rowdy lobby. When we were finally checked in and FL given access to our room, we walked into a disaster. Dirty, wet towels on the bathroom floor and empty beer bottles strewn throughout the room. My family and I immediately came back down to the lobby to alert the front desk of the issue. We waited in line, as a number of other visitors shared similar issues and concerns.
When we were finally checked into a second room, we walked in to see the air conditioning unit completely dismantled and spread about the floor. Again, we walked back to the lobby, where we again waited for another room to be prepared for us. After about 2 hours of this back and forth, we were finally checked into a room that was reasonably clean, with only a broken cabinet and mold on the shower curtain the biggest issues.
The first man that I dealt with at the front desk was not at all concerned about the horrible experience that we were having. It took another manager to step up and help us. We were given free passes for breakfast the next day. But, that turned out to be yet another shockingly bad experience. Most of the dishes at our table and at the buffet were dirty. The woman running the omelette station used the tongs from one of the vegetable containers to scrape out the bottom of the pan and remove the burnt eggs and meat stuck there, then proceeded to put the tings back in the vegetable container. Ultimately, we decided to leave and eat elsewhere.
The person who checked us out the next morning was very kind and seemed very concerned about the experience we shared.
I hope that since our visit, they've taken the necessary steps to improve the customer experience.
- Official Description (provided by the hotel):
- Come enjoy Cleveland, Ohio and the Hilton Cleveland East Beachwood Hotel in Beachwood, Ohio. With 404 recently renovated rooms, large event facilities, and indoor and outdoor pools, we are a perfect choice for all! ... more less
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- Also Known As:
- Hilton Cleveland East/Beachwood Hotel Beachwood
- Hilton Beachwood
- Beachwood Hilton