The Westin Cleveland Downtown in Cleveland
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Cleveland, Cuyahoga County, Ohio, US
Positive: This is the downtown hotel. that is only thing best about this hotel. Negative: Interior design I felt some what Odd. All dark colors. Color combination is not good. $39.95 for valet parking. Next building only $10 for 24 hours parking. Restaurant was closed, so no idea about the food. Staff were good. They are not maintaining it.
I always love Westin hotels, but this stay was exceptionally great! The employees are so friendly and the rooms are spotless and very comfy. The showers are beautiful and I love the cutout design to turn on the shower without getting into it. Perfect stay!
I’m running the Cleveland marathon on Sunday May 22 at 7:00am. The hotel doesn’t offer a late checkout because of the busy weekend. So now I can risk checking out late and taking a shower post race or drive home 7 hours after running a full without a shower. The hotel is listed on the race website you would think they would make easier for the athletes. Also it’s Sunday the weekend is over.
Rooms were clean, staff was amazing. Valet was prompt and polite. Restaurant was lackluster at best. No room service. Bar was short on variety in alcohol. We were close enough to FAR better restaurants so location was decent.
Great location near the waterfront, and stadiums. All are within walking distance. Rooms are nice but a little dark. Televisions are smart but dont access Netflix and other streaming services. The workout room is well equipped with dumbbells, kettle balls and it even has a peloton bike. Parking is by valet only and cost $39.
WEDDING- We booked The Westin for a wedding block for our May 2022 wedding. We ended up with about 30 rooms in our wedding block. We worked with Erica Bill and she was fantastic to work with. we booked our original block before COVID and had to postpone and rebook twice. Erica was super professional throughout the entire process and was very responsive to any question that I had. Booking vendors that you feel comfortable with is super important and Erica made me feel at ease the whole time. The hotel was in a good central location and our guests really enjoyed the accommodations. It was super easy to coordinate our welcome bags and Erica even made it a point to come and meet us when we dropped them off. Super grateful to Erica and the Westin team!
Stayed there for this past weekend, kelvin at the front desk made our experience at the hotel phenomenal, he is super welcoming, accommodating, attentive to every detail and always willing to help. Amazing hotel and staff, breakfast was excellent and so the drinks at the bar. 100% recommended and definitely will be back.
Did not stay here, but attended a conference here. If you drive anything taller than a standard full size pickup truck, DO NOT park in their garage. Super low ceilings there. My antenna was scraping the beams overhead. Thought I was going to get stuck. Never had an issue like that before in a parking garage.
Positive: The Bell hop greeted us each time and he remembered us each time not just a hello but welcome back and when we were leaving, he said have a safe trip. Amazing. Front desk was extremely courteous and was truly concerned when the room appeared over booked. Negative: The hotel only had valet and upon arrival there was a line waiting for valet so we opted to park in the garage. The garage was under construction and was not easily accessible to the hotel. We had to walk around the block to access the entrance.
Very nice, workers are friendly, it smells great and was clean, the breakfast was very delicious and the coffee strong 😋 Id definitely stay here again. My only issue is the valet parking is 39 dollars a night. That is kind of steep
The hotel is located in the heart of downtown and very close to a lot of restaurants. The staff was very friendly and helpful. The have a restaurant located on the first floor. The rooms are very spacious and tidy. They are clean and for the most part up to date.I really enjoyed my stay at the Westin
Staff was wonderful. Room was nice. Bar & Restaurant inside so makes it convenient. Close enough to walk to a lot of places if you want to eat or see other places.
The hotel hosted CLAW 2022, a leather convention. Unfortunately the last day or two of the convention a sewer/water pipe burst above the vendor hall causing major destruction to numerous vendors and making half the convention spaces unusable. The hotel decided not to renew the CLAW contract for future years, which implies the blame is being put on the convention.Besides that, the space is nice/modern compared to surrounding hotels.
Stayed for 3 nights. Check in staff were nice and efficient. Concierge was youngish and wasnt very helpful with directions or information. I asked the quickest way to the convention center and he just pointed to the right. Parking with the valet was outrageous so we parked in the dilapidated garage next door that thankfully was connected to the hotel. They still tried to charge me 44.00 per day to park even though it was supposed to cost 12.00. I called on the box and they reduced the charges.Hotel room was dark and grimy. The shower does not have a door and water gets all over the floor (which wasnt clean either). It also has a waterfall shower head that barely puts out any pressure. Beds were clean but only had a tiny, thin blanket. We asked for more blankets and they came in a timely manner but they were old, yellow, hospital blankets. Crunchy and gross. No microwave and only a wine cooler type refrigerator that they didnt recommend for food.Mind you, we stayed during a big snowstorm and thats not anyones fault, however, no sidewalks were accessible except for right in front of the hotel. I do not recommend anyone with mobility issues stay here if there is snow on the ground. Snow was piled up at the intersections (and everywhere else) so we had to walk in the street to get to the door. They dont have any kind of shuttle to the convention center and staff didnt have any recommendations on how to safely get to and from. On Google maps this hotel looks like it is very close to the cc. Its not, its 3 blocks away and in a snow storm with my 81 year old Mom, it seemed like miles we walked with her clutching my hand so she didnt fall.I spent 175.00 a night, the supposedly reduced cc rate. I expected a little more. The kicker to it all...I received my invoice for 650.00 before checkout. I looked at my checking account to see they had charged me a 200.00 incidental fee in case I trashed the room (their words when I called about it). It was only pending on my account and they say it will fall off when the fee actually hits the bank. I have stayed at nice hotels all over the world and I have never been charged such a fee. The lady I talked to was very nice and even took off half a night without me even asking about it.My two cents, if youre staying in the winter, just stay at the Hilton (its connected to the convention center) or the Marriot Bonvoy (same company but just across the street from the cc). Even the Drury was closer than the Westin.Im not a complainer or mean and I never write reviews but I felt like anyone with mobility issues might need to hear this. It was a rough 3 days and we are both exhausted from the experience.Thanks to the staff for being kind and patient when I called about the incidental fees. I do appreciate their professionalism.
Definitely not what I expected from a Westin property.Housekeeping came into our room without knocking, and our car was broken into while using their valet service.This was three weeks ago and I am still trying to get reimbursement for what was stolen.Disappointed titanium to say the least.
I have never encountered a more unhelpful or rude staff. I stay at a Westin hotel 10+ times a year during business travels in Columbus. Usually a great experience. After being cut off by a rude manager who was going out of their way to be as unhelpful and obstructive as possible I dont know that I will ever attempt to stay at a Westin outside the one I normally frequent. Clearly there is no consistent standard of customer service across their multiple properties.
Positive: It is located in the heart of the city so it was easy for me to go from the places I wanted to visit. The staff were friendly and helpful. hotel employee for exceptional service. Negative: None.
Great location for the Rock & Roll Hall of Fame, stadium and lakefront destinations. The hotel offers all the services needed. The lake view from room 1936 included the football stadium.
Beautiful hotel. Front desk staff was very courteous and welcoming . Was given an upgrade to a lakeside view room without asking and check in was seamless.
Positive: The hotel was in close proximity to major attractions Negative: My partner and I had a terrible experience with the Valet service. Our car was returned to us with several deep scratches.
Amazing experience. Friendly staff. The Westin kitchen was amazing. Being a Westin Executive was nice to recieve a free breakfast and Floor 22 upgrade. Valet was smooth and quick. Would love to Seay again when I return.
Never actually stayed at the hotel. Was surprised by a hotel when traveling to Cleveland when I learned that their deposit was $100 per night. So, I called The Westin to inquire about their deposit amount and the guy who answered snarked as if I was asking a stupid question. After an awkward pause, I finally said “hello”? He then went on to tell me that I would have to make the reservation 1st and would not disclose the deposit amount and just hung up on me.
I wish I could give Stars just for the staff. And I would give them a hundred Stars! Amazing and kind people! Shout out to Jasmine who greeted us every time we entered and left the building ! This is the view from the 17th floor and it was amazing. Im giving three stars because there was a lamp completely broken in our room. And the toilet was broke and ran all night. My biggest pet peeve whats the business center. If youre planning on using their monitors and your laptop at the same time dont plan on plugging in your laptop because there are no plugins! When I went searching for a working Outlet that was a chore as well! There also are no pens or paper up there!
Stayed here with family to watch Cleveland vs Yankees game. Good location. Do wish it had a pool. But a great hotel
My 2nd oldest nephew had his prim here. They had a beautiful setting. The employees were very helpful and pleasant. This establishment is a such a beautiful place!🥰
First time staying in Cleveland and had a great experience at the Westin. It’s centrally located, large rooms and very clean. Would definitely stay here again.
Positive: Well its a cool modern hotel in Cleveland so whats not to like? Negative: The toilet was like 2 or 3 inches from the wall on the left so you couldnt even sit on it properly and then there was a toilet paper holder on the wall that you hit before your knees because youre basically sitting on the wall because its so close.
No concierge at all. No benefits for being a bonvoy gold member. Not happy. Very impersonal at the front desk. I will speak to guest services. Not the Marriot service I am used to.
Positive: The staff and the room were both amazing. Negative: Nope had some drinks at the bar and that was also very nice
Positive: The location is good for all of downtown area. It was clean and check in was a breeze. The staff was great. Negative: Valet was a disaster when we checked in. There were 12 cars out front and no one knew what was going on. I basically had to beg to get someone to take my keys and give me a ticket. They had no clue what was going on. They were much better at check out.
AC unit not working in all 3 of our rooms. Unbearably not - 78 degrees (I always bring my own thermostat because I don’t trust what the hotel ones read). Also called and complained. Apparently a “hotel-wide” problem. That doesn’t make sense. The whole hotel is not connected to one system. I understand if maybe it’s a room-specific problem or a floor-problem. But don’t lie and says it’s affecting all 484 of your rooms. They don’t want to admit the units have never been replaced or updated, and it’s something that needs a serious monetary investment that they’re avoiding - that is what the real problem is. The building is old and you can tell. They spent money on ‘nice-looking furnishings’, but the walls are extremely thin (if anyone enters a room anywhere near us, we jump up thinking they’re entering our room), the toilet makes running water sounds minutes on end after you use it, the electrical outlets do not work, the tv only has cable (no internet TV- in 2022 really?), the beds are clearly extremely old and extremely uncomfortable- the list could go on. Looks nice at first until you actually stay here - so don’t.
Marriot has always been known for their customer service and I am very displeased. My son flew in from Salt Lake City, we agreed for an early check in before booking. Once my son arrived to the hotel he was helped by Liz Aramburu. She informed him that he needed to be 21 to check into the room and that the room hadn’t been paid for. The room had been paid for and the he stayed in a Los Angeles Westin a week before. He ask to speak with a manager and there wasn’t one due to “the pandemic.” Just an advise. Liz then threatened to call security. As a Marriott Bonvey member very disappointed. Reconsidering staying at any Westin. Marriott is better than this. Don’t stay here.
Really wanted this 4 star hotel to give us a 4 star experience, but it wasnt going to apparently.Check in clerks were less than friendly. Valet was never there. Our shower had a thick grim on the glass and the grout along the shower and floor was orange. Not to mention, the floor would become a collection spot for water if the shower was turned on as that little glass door doesnt keep water in the shower.Waited well over an hour for a refill on our coffee station that was half empty upon our arrival, its just annoying when we put the do not disturb sign up so we could rest, did they finally show up and wake us up. The toilet drained and ran the whole time we were there. Our view was a tiny little corner of the hotel building and the top of another.
After many good experiences with this hotel in the past, we were disappointed to visit again and see how far it has fallen. Our room was not very clean, the furnishings were tired. The hotel was seriously short-staffed (they said they cant find folks to work in the pandemic). The staff there was exceedingly friendly and helpful, however. We were grateful to be able to bring our dog. Although they had no room service, we could go to the hotel restaurant and get take-out to bring to the room. The food was quite good. This place has so much potential, and I hope they can emerge from the pandemic better than ever. Until then, well sadly find another place to stay.
I came into town for a wedding. I’ve never been to Cleveland before so I cannot compare. The hotel was nice. Appeared clean. Room was comfortable. The only issue was the valet (took 45mins to get our car), patrons smoking weed out and indoors (local concert artists), and inattentive front desk. I was also surprised the hotel had no mask restrictions. Elevators felt like death traps.
We decided to stay downtown Cleveland as we had Indians tickets and wanted to stay & visit a few of our favorite establishments the next day. We were pleasantly surprised upon arrival at the ease of check-in with the mobile app! All we had to do was pick up our key cards! We had a city view room which was more than we could have hoped for! Very spacious, clean, updated & most important…a very comfortable king size bed! The staff were all very friendly & easily approachable! We will definitely consider The Westin downtown Cleveland the next time we stay in the area & will highly recommend to our friends & family looking to do the same!
Positive: Beautiful upgraded room Negative: Asked multiple times throughout the day for blankets and pillows for the pull out bed. I understand staffing is short but our stay would have been a 10/10 had our request been granted.
Very good location especially for visiting the Rock n Roll Hall of Fame. We had a 1 bedroom suite which was very spacious and clean. Small refrigerator for drinks etc. The gym was very large with a lot of equipment especially for a hotel. Enjoy your stay.
The Westin downtown was perfect for our stay. Great location, everything was closeby and good walking distance. The beach is a short 20 minute drive or less. We easily found parking nearby and lots of great restaurants. Hotel staff was friendly and helpful throughout the stay and the room was good size. We had a king size bed, couch and desk which were all useful. It was awesome to see a nice pet friendly hotel. We traveled with our dog and everything worked out really well. Not a lot of grass outside the hotel but a short walk. We would definitely stay here again!
Our stay at this hotel was very relaxing and we slept very well during the night. The other guest staying at the hotel were very pleasant and nice.Although we were here for a funeral and did not spend a lot of time at the hotel but we were able to enjoy the buffet and bar. I would highly recommend people stay at the Westin Cleveland Downtown if you looking for a peaceful atmosphere. I am so glad we was at this hotel during our time of grief.
Pros... Location was great for most downtown activities and within walking distance to many of the local attractions and events we attended.The views of downtown from our room was also very nice as everything was lighted up two weeks before Christmas 21. In addition, the staff were very friendly, often suggesting nice restaurants near the hotel.Cons... Not the 4 star value/quality we paid for. We flew to Cleveland for 3 night stay at the Westin and our assigned room had many unresolved issues. Namely, the rooms air conditioner did not work. I notified the service manager immediately and was assured it would be repaired but that never happened. Instead, a small box fan was brought to our room the next day. The temperature remained at 76 degrees our entire stay. The 19th floor hallways were much cooler so we had to open our door multiple times in hopes of getting cooler air into our room.(Not sure why we werent simply assigned another room).In addition, many of the rooms amenities were in bad shape or not working properly. (i.e... the refrigerator coil was frozen solid and couldnt keep drinks cool, the shower adjustment handle wouldnt allow hot water to dispense properly, and hot water would only dribble out of the shower head etc..)This Westin hotel (or at least the the room I paid for) is not a 4 star quality hotel. Rather, a 2.5 star at best..We frequently travel and for future returns to downtown Cleveland, we will more than likely choose another hotel so as this doesnt happen to my wife and I again.
Positive: Great room great view, good clean place to stay Negative: no microwave oven and fridge was more of a wine cooler
The towel service was slow. The food was excellent meaning the breakfast. Valet parking was excellent. I loved the gym but peloton bike needs service because the seat and handle bar are too hard to adjust.
Helpful staff, quite rest, great view from our room. This hotel is definitely a cut above you medium grade hotels. I would give this hotel a rating of 3.5 stars. If they had room service it would be 4 stars. Them not having room service could be because of Covid19. The only negative was the TV in the room did not work but we streamed so it was fine.
Great hotel. Only issue is parking downtown can be crazy. Valet employees were great. There was quite a wait to get in valet parking and it was not cheap but worth the convenience of not having to find a parking garage and walking with all our stuff. Front desk staff were very friendly and helpful. Restaurant was only serving a limited menu when we were here. We did not go to the restaurant because the limited menu was not kid friendly. We ended up ordering in pizza. Our room was very clean and nice. Bathroom was clean. Plenty of towels and thats important for two girls with long hair. Overall, great hotel and well worth the nightly rate.
I am a LYFT driver who drop off/pick up there. I ve heard great things about the Westin Hotel from the guests. It has a beautiful lobby!
The location of this hotel is astonishing , being so close to many different points of entertainment and sight seeing. The staff were positive as well. The shortcoming came with the room itself , my shower curtain was overtaken by brown and black looking fuzzy mold and the toilet seat was wobbly. Due to Covid many hotels are not offering daily housekeeping , totally understandable in efforts to keep everyone safe , providing extra trash bags in the rooms will be helpful with guests disposing of trash during longer stays as well. Also the Starbucks and the urban farmers restaurant were not open during my stay , which may have made for a greater experience overall!
Positive: The view was great from the room and the staff was friendly Negative: The rooms are outdated and the location is a little far from everything
Nice place, here for a conference. Went to the bar on the 1st floor, good service but expensive drinks & food! Bring lots of money! Valet parking $20
The hotel was very average, absolutely nothing special and really not much going on. The rooms were clean and the front desk was quick to send up extra towels and shampoo. We stayed 2 nights and our room was never cleaned after the first night so when we left there was a mountain of towels for housekeeping to deal with. There was 1 valet person working so parking was a nightmare. We waited over an hour for our vehicle and were late to our event. We ended up parking in one of the lots - expensive, $33 for 24 hours!
Positive: plenty space, nice view, super location. fitness gym well provided and functioning. good service. Negative: toilet ran at times. Another guest was able to open our room door (accidentally) - manager fixed that promptly
The staff was very friendly and helpful. Rooms were clean and the billing was correct. Consider a better valet routine. The hotel seemed backed up all day. I didnt want to deal with it so I parked a block away.
Beautiful place. Rooms were clean & staff very helpful. The bag man was good at his job by helping me unload my luggage to the cart, show me my room, & unload luggage to be sure I was settled. I recommend the valet service offered. We were in & out of the hotel multiple times throughout our stay & had a minimal wait time. Great place i highly recommend & cant wait to visit again soon.
Too expensive for just a room. Location was perfect, walked to the Hall of Fame.Cost of food, vending machines, be prepared to spend your cash!
We stayed at The Westin for a girls weekend. The staff was absolutely amazing, helpful and very friendly. Urban Farmer wasn’t open due to Covid however, they opened the bar with a smaller menu and drinks. The food was incredibly delicious and by no means “bar food”. Drinks were great and the bartender was fun and very attentive. The room was clean and our view...oh the view! I reserved a high floor, lake view room and it was beautiful! We slept fantastically in the Uber comfortable beds and everything smelled freshly cleaned. The location ja quite perfect as well. Very centralized to walk or scooter to the main points of attraction. Valet makes it so easy to come and go by vehicle as well! You cannot go wrong staying at The Westin!!
Friendly, courteous and professional staff. Room was super clean. Food was great. Shower was awesome could have stayed in there for an hour, the complimentary shampoo, etc. smelled fabulous. Close to Lake Erie, the Rock and Roll Hall of Fame, and much more,
Our lakefront view was great! The only thing that could have made our stay better was coffee and water in the lobby. We were able to get both from the hotel, but having it out would have been much more convenient.
The staff were very friendly and accommodating. The rooms are very nice, spacious and clean. The beds are so comfortable. We had a less than desirable breakfast however they compted our meal the next day and made sure we were well taken care of. If we are in Cleveland again we will stay at the Westin.
My family made reservation here and when they arrived to their room and did an inspection there was dried vomited on the furniture and the bathroom had not been cleaned. It has sanitation at its worst, especially when COVID is still present.We were given another room, but still not comparable to our reservation.So far from home and so disappointed!!!The dried vomit really warrants a rating of zero.
Despite COVID-related challenges, the hotel did a great job of taking care of its guests. The hotel and room was well maintained and clean, and despite the hotel restaurant not being reopened yet, they accommodated guests with food and drink from the hotel bar. Like most places, they were under staffed, but did an amazing job of taking care of guests. Erin (the event manager) and her co-workers truly did an amazing job, beginning with an excellent breakfast in the morning and lasting late into the night for a well-managed wedding. Truly impressive.
The hotel staff was great. My special requests (adjoining rooms, extra towels, high floor) were all accommodated. Food service at the (not) Urban Farmer was great. But the valet service was horrendous. We arrived to a backlog of cars on the street - obviously they were not prepared. Then only one of the valets was able to drive my stick shift. Later, when going out, no one was at the valet because they were still busy parking cars. When I finally found someone, none of the valets could drive a stick, so I was led up to my car by a young man who could care less to eventually drive my car out myself. Later that night, the same scenario. A very long wait for a valet to show up and when he finally did I had to self park (remind me why I paid for valet service?!). I would have rated this stay a 10, but my experience at the valet easily knocked three points off. Very disappointing.
Positive: The location was great Negative: This is rated as a 4 star hotel. There were no luggage carts available. I was told by the front desk person that ¿they are all in people¿s rooms¿ How do you let that happen in a 4 star hotel!? I had to use the rolling chair in my room.
Overall I love the hotel. Staying without any of the amenities being open, completely took away from the experience. So I wouldn’t stay there again until it all reopens. I found a coors light can in the mini fridge which kind of made me wonder what else wasn’t cleaned to top standards. If it wasn’t busy I would’ve loved to get a lake view but the lady said they were none. Yet I saw like 6 guests total the whole time I was there. Overall, I love the room and comfortable bed!
My fiancé and I booked this room as a last resort for a wedding which ended up being canceled as the bride caught COVID. My fiancé also came down with an ear infection but since we spent way more than we wanted to, she encouraged me to go to the JACK casino with my friend and use our room. She placed 2 separate calls in prior to our visit for different reasons. Both people who she spoke with prior to our visit were very rude. I did not experience rudeness while I was at the hotel, and our room was very nice.
My wife and I have stayed at Westin Hotels before and they are just lovely. The location was very easy to get to, having a valet service was very helpful as well. The staff was very friendly and helpful, when I checked into the hotel they stressed about the reduced services and options they offered because of the covid pandemic which was no big deal to myself or my wife as we are very understanding about what people are going through this year and how they have to readjust everything. Our hotel room view was beautiful, looked out by the science museum. The decorations throughout the hotel were nice to look at as well. I would definitely stay at this hotel again in the future.
The room was amazing, with an amazing view - however the breakfast service was extremely slow and the food was not edible. We paid for it and ended up eating somewhere else. I am assuming it was a lack of staff, which I can understand, however there was barely anyone in the dining room - and it took us about 45 minutes to get our food - and I only ordered scrambled eggs and toast.
My friends and I came to get our room that we already booked online , once we went to go pay they claimed the payment didn’t go through and made us pay again! we never got our money back! was charged $590 to stay one night at this hotel ! At that the manager was very rude and disrespectful! He was not emphatic at all ! Telling us to leave the hotel because they didn’t get our payment when we had proof of the transaction ! I will not be returning , a horrible experience!!
The room and the view are beautiful. BUT, the place is a literal ghost town. No free breakfast (which was advertised). The hotel restaurant is closed. The “snack store” in the lobby was a single, mostly empty couple of shelves which offered some chips and one cooler with a few brands of sodas I’d never heard of. There weren’t even any vending machines to purchase a coke…at all…on ANY FLOOR. The parking garage we parked in led to a seemingly abandoned mall which closed while I was getting some things from my car and I found myself LITERALLY LOCKED in a dark closed mall. Thank goodness I had my phone with me because my partner had to come down to the lobby and let me back into the hotel! Another guest told me they were heading to a different hotel for dinner because THEIR restaurant was actually open. The four star rating that this hotel boasts of online is…generous. I probably would not stay here again.
Positive: Nice view. Comfortable room. Negative: The restaurant was closed. No free breakfast as promised. The store was almost empty. No vending machines. Parking was bad. I am requesting a partial refund or I will dispute the whole bill.
The hotel is beautiful. The rooms are spacious. Please check your car before leaving valet parking must have hit the yellow poles thats in there parking lot.
Besides the gentleman behind the bar at Urban Farmer, the rest of the staff seemed annoyed by everyone. My flight was delayed significantly but I alerted the front desk via the app that I would be arriving late. When I asked about food options the front desk woman threw a pizza menu at me and said “you can order dominos”. The room itself was not clean. Or at least didn’t appear to be. There were tissues in the toilet, the bed was made haphazardly. If it wasn’t for the fact that it was 12:45 am and dead tired , I would have asked to change rooms. Also the AC didn’t really work. On the second night of my stay there was a large group having a party down the hall. The noise was terrible. Security should do a better job walking the halls or at least check to make sure the people are guests at the hotel before being able to access the elevators
Extremely comfortable and clean room. I would definitely recommend. Whenever i travel I always stay at A Westin because it is the perfect price point for luxury and dog friendly! Only negative about this hotel is they charged an extra $50 for a dog. Other westins do not do this.
We enjoyed our stay! The staff was friendly, rooms were clean and hotel was quiet! Loved the location so close to many downtown amenities. We will definitely be back!
I would not return to this hotel. We had a leaking window and had to change rooms, rooms were not sufficiently cleaned or stocked with new toiletries, bar was not attended well nor stocked with key items including limes or coffee in the morning. Mask policies were not enforced through the hotel which made me uncomfortable as a guest on multiple occasions.
We had 4 rooms for a bachelor party. The check-in process was easy and simple. The rooms were clean and the views were great. My main complaints are that breakfast wasnt free ($15 for eggs) and the valet took 30 minutes to get our car back to us.
The hotel went above my expectations due to a valet issue (subcontractor). My family and I almost missed the shuttle for the Cleveland Triathlon (took us 45 minutes to get our keys at 4:30 AM), the hotel happily extended our check out time from 11:00 am to 2:00 pm after finding out we were running late. They made sure the whole valet cost was taken out and the valet issue would be corrected. Usually people would say it in a robot voice but the front desk sincerely was very embarrassed about the situation and I am almost certain it will be corrected.
Way too expensive for the accommodations. No daily service to refresh your room “due to COVID” as we were told. I have a feeling it was more due to staffing issues. If we’re really concerned about Covid, it would make sense to have in-depth cleaning and sanitizing daily, not cut back. You offered no more than a Motel 6 and charged almost for a Four Seasons.
I travelled to Cleveland for a business meeting and stayed at the Westin, a property I have enjoyed in the past. Overall stay was pleasant, the exception being, due to COVID, there were no food or beverage options available. The property is a good 10 minute walk to any restaurant or coffee options, so created a bit of an inconvenience!
We enjoyed our stay at the Westin, Downtown Cleveland. Traveled for my boyfriends birthday, and to visit the Rock & Roll Hall of Fame. Walking distance from the hotel made this a desirable choice. Modern, trendy, clean accommodations. Quick valet service (although the texting option for Valet wouldnt work for myself or partner) that was fairly priced based on location. Would stay here again and recommend to others.
Excellent hotel with easy walk to Rock & Roll Hall of Fame. Staff were pleasant and exceptionally helpful. Accommodations were great although our phone didn’t work and bathroom door was broken. Once reported, it was fixed in a reasonable timeframe.
We wanted a decent place to stay on the way home from an out of state wedding. The air conditioner barely worked in our room and it was July, so we really felt this. The toilet seat I’m the bathroom was literally falling off and didn’t fit the toilet in the first place. My eleven month old daughter also found huge chunks of broken glass on the floor. Thankfully she wasn’t hurt, but still seems unreasonable and makes me think they don’t bother cleaning at all between guests. Also, we arrived at around 8:30. The front doors were already locked and the valet and front desk person literally just watched as I tried to figure out how to get in the building. Finally, after I asked through closed glass doors, the valet attendant told me I had to use my key card to get in since it was after hours. I tried explaining that I didn’t have a key card because I needed to check in and he just seemed confused. Honestly, a bad experience and a disappointment for the simple expectations we had.
The rooms are a decent size for a downtown hotel and I had a nice view, but the rooms and fitness center need a serious facelift. It was near a CVS and walking distance to some restaurants. Not a family vacation location but ideal for the business traveler.
Had a lovely stay. Missed the restaurant being open for full breakfast. I shouldn’t be charged for continental breakfast if we are elite guest. Air conditioning unit in room made weird noises. Bed was comfortable and room was nice. Good view from room.
We purchased this room seeing that it was downtown and offered a reasonable rate. We were told that parking was included but found out when we arrived that it would be $42 per night for parking in their garage. We found out there is a garage behind the building that offered parking for substantially less. Upon entering our room we discovered an acrylic finger nail from a previous person on the floor, thick layers of dust on the lamps and shelves, and old foot prints in the bathroom floor. There were stains on the sheets and blankets and hairs as well. When we went downstairs for the night we stepped in a puddle that we found out was urine. The hotel location was great but the room was not.
I stayed here during a business trip. It’s a clean hotel near the center of town.There was no housekeeping due to COVID so I had little interaction with the staff.Beds were comfortable.Thermostat didn’t seem to do much so it was too warm most nights.My biggest complaint was the shower. Day 1 use of the shower the water only had one temperature, luke warm. So it wasn’t great. Day 2 shower, only had one temperature, melt all your skin off! I’m talking Indiana Jones face melting hot. Terrible. Day 3 shower, back to luke warm.Other than the shower it was a fairly pleasant stay.
Positive: The staff at front desk was nice Negative: The room it self looks out of date the ihome didn¿t work the couch to small the room to small
Room was great size, clean, and comfortable, valet was very nice and welcoming, easy check-in process. Greg was exceptionally helpful booking the reservation. Wouldn’t recommend the restaurant, we did go in close to closing and the server was pleasant and never made us feel rushed, but the food was just disappointing. Undercooked brussel sprouts, flavorless gnocchi, and a chewy burger, for $70, but other people around us seemed to be enjoying everything so maybe we just ordered all the wrong things.
My vehicle was damaged by a 3rd party company called VIP Valet. Now both the hotel and VIP Valet don’t want to take responsibility in getting my truck fixed that has over 10k worth of damage to it.
The sink in my bathroom did not have cold water, just hot and hot. The guy at checkout wasn’t particularly friendly. And the service at the hotel restaurant was less than stellar to say the least. Way overpriced for the experience I had.
We’ve stayed at this hotel before and enjoyed it but this was poor No amenities due to Covid. Bathrooms were not clean. There was mold in the shower on walls and on floor. Toilet fixtures had rust on them Internet wouldn’t connect. And when coffee was provided in the lobby it was only after 7:30 am
Great location downtown. Walking distance to the Rock N Roll Hall of Fame, Huntington Convention Center, football stadium and several restaurants. Staff is exceptional, rooms are good size for a downtown hotel, and the gym is great. They have free weights, several weight machines, cables, Kettle bells, treadmills, ellipticals, and a peloton. Odd number rooms face the lake.
Stayed here over Labor Day weekend for a wedding. This is one of my favorite hotels in Cleveland. Hotel staff is friendly and knowledgeable and the rooms are immaculate and luxurious. I was disappointed that the Starbucks inside the hotel was closed but Im assuming this was due to the pandemic. I walked to Dunkin Donuts around the corner so I was happy - I like DD better anyway. The valet brought my car out to me like he was in a Fast and Furious movie...LOL.
Being brutally honest I can’t even describe how much I was disappointed with my stay. We had a birthday planned so wanted to stay somewhere nice (I booked a room by myself) & spent upwards of $360 for a single king bed... I walked in & the paint job on the room was hideous, you could see patch marks all through the wall & was an unprofessional way of showing off a “$360” hotel room. If I was staying at the best western for $75 a night I wouldn’t mind so much. On top of that the valet literally took 40 minutes to get my car when I had an emergency to run that night & when I arrived back NO ONE was outside so I had to leave my car OUTSIDE for god knows how long so I can just go to bed. The ONLY thing I liked about this hotel was the valet the next morning who helped me get my ride back. Other than that a horrible $450+ experience
The room was gross. We checked in, saw all we needed to see and checked out immediately. Dirty floors, blood stain on the bathroom curtain, dog hair on the bedding, and a lovely brown stain on the bedding along with other suspicious stains (I’ll post pictures if possible). Booked on Booking.com for $149 a night + $49 parking. It will take 3-5 business days for a refund. We were only in town one night, so this has left us scrambling for a new room. The staff was okay - didn’t make it a hassle to check out and said we won’t be charged for parking. We’ll see!
The service was wonderful and a great location, we just wish we had a cleaner room. We found hairs in our shower and in the bedsheets. The bedding looked disorganized, the bed skirts were half was off the bed and on the floor, definitely not what I was expecting from the Westin.
Stayed in room 1023. We both woke up with bug bites all over ourselves. Bathroom tub grimy. Hotel itself was nice however. Maybe it was our room, but not up to Westin standards.
Extremely disappointed to be checked, take my bags myself to my room to find the room has some type of construction under way; so back to the lobby I go with my bags. Assigned another room and told upgraded! Carry my bags back up to new assigned room to find the beds flipped and 100% disarray! At this point, Im not laughing, just wondering what is going on! I realize all industries are having a hard time hiring, but at least know if a room is CLEAN! Back down I go again...with a picture of the room this time! (Wish Id taken a picture of the first room...) Manager apologized and stated she would go to next room and review before sending me up. I was upgraded to a King and told 10,000 Bonvoy points would be made available. This room was excellent until I found a trash can tucked away under the desk with trash that had not been located to empty.
The cleanliness , the furniture , the atmosphere, the food , the staff ! Everything was amazing… it’s hard to find such a great experience with nothing going wrong but this was it . I had a minor confusion on my dates booked and they were so easy to change it and fix it for me! Thank you. Oh and it’s walking distance to a lot of great restaurants !
My wife and I came in for a long weekend out of town. We knew coming into cleveland that a lot of things were still under restriction due to the pandemic. With that being said the staff and experience at the Westin were great! The staff is above and beyond friendly and very helpful with any questions we had about the city. The hotel was spotless. We would have loved to have been able to go to the in house restaurant, but we understood why it was closed. We will definitely be back!
My husband and I stayed at the Westin on the night of our elopement. Our room was upgraded the staff were all so welcoming and congratulatory to us. The room was very comfortable and spacious. We cant wait to be back next year for our big wedding with all of our guests!
The hotel is okay. It is big. Nice view. We had a room on the 22nd floor facing the lake. The beds sit very low, most of the lights in the room didnt work or were broken. There is a fridge but no microwave. I was confused about that. I feel the room is wayyyyy over priced! $145 for one night plus you have to pay $40 for parking which I think is ridiculous!! There is 3rd party parking near by and free parking on the street on the weekend after 4. The location is convenient because its downtown but definitely not worth the money. There are other hotels nearby within 15 minutes that are cheaper, nicer and have free parking. I feel if you are are paying for a room that cost $140 you should at least let one vehicle park for free.
The location and views were great, the staff were nice and pleasant. The rooms look as if they haven’t been updated since the 90’s and just had a shabby feel that I would not expect from a Westin. There must have been a group on our floor as there was non stop talking in the hallway and loud noises and bangs throughout the entire night. Very disappointed in our experience this stay.
If I could give this review a “0” I would. The first room we walked in to find dirty linen on the bed. We called to let them know about it. They changed our room only for us to find makeup on the linen in the next room(you would think they would have someone check the room before we arrived). Anyway, two rooms, two dirty sets of linen on the beds. Thought the Westin was a four star hotel but we did not have a four star experience and ended up being 40 mins late to our reservation dealing with the issue at the hotel. The Westin has definitely gone downhill and feel like if the linen was dirty in 2 rooms then the whole place isn’t being cleaned properly. This is disgusting, unacceptable and I have no plans on returning to your establishment.
Had an amazing stay for my wedding! Even with COVID restrictions in place the team at the Westin made sure to take care of us and make us feel special. Our Event Manager, Erica, added special touches throughout our stay to make it most memorable. 10/10!!!
Went to a wedding reception there, what a beautiful hotel! The staff were exceptional, unfortunately we didnt stay overnight; we might have if there was a pool to kill time between the ceremony and reception but went home instead.
The view was nice from our room overlooking Lake Erie, however, I regret to say this, but I have had a much nicer room at a 2 star Quality Inn. The room was extremely basic, the bed was uncomfortable and our room could have used a vacuum. Our floor smelled of a strange odor, and when we informed front desk, they stated they would check it out however, the next day there was the same odor. Also, parking and valet is very expensive for a daily rate. Needless to say I will not be staying at the Westin Cleveland again.
We booked our room at the Westin because the last time we stayed there a few years back and was an exceptional experience. This time, we arrived at the hotel after a red eye and checked into the room. The staff at the front were friendly and got us all checked in. The bell service is not available as there are carts all lined up next to the front desk for self service. When we got to 11th floor where our room was, the carpet was soaked and there were dehumidifiers set up. Unfortunately, it created a musky smell which traveled to our room. The room did not appear to be very clean as there were spots on the walls and doorways. When I went down to the front desk, they mentioned that the ice machine broke on our floor and that a crew would be coming up to address the smell. After we went out to dinner, we went to our room and there was no improvement. I called the Bonvoy number to let them know we would like to change hotels for the following night. They took care of that and since by this time it was already 10pm, the hotel said to stay in the room and they would take care of this. When we checked out the next morning, I was told that all charges on the room would be zero’d out and the points from the previous nights stay would be returned to the card. One month later and the management said they were only returning points to the card for the night I didn’t stay there which were not paid in points but rather a certificate. I cannot get Alexa, the manager to call me back and address this to deliver what was promised after leaving her two voicemails.
My fiancé and I booked a room despite the cost being more than we were looking to spend, as we needed a place to stay downtown. Prior to the visit we placed 2 separate calls for different reasons. The customer service representatives we spoke with during both calls were very rude. The woman at the desk during the visit was very nice and so was the room.
Dear accounting department, please provide itemized receipts that show total daily charges.It was incovenient to do everything manually.
Beautiful would have given 5 but the food in the restaurant was not the type i would have liked. Limited options.
I don’t usually write reviews but this place made everything so worth the trip. The hotel views and how clean it was during the pandemic. Everything is a walking distance from this hotel. A perfect spot for a weekend trip. I left a very valuable jewelry at their hotel and They were very kind and extremely helpful to mail to my house. Elizabeth and Ivan were very helpful people there. Highly recommend this place.
This hotel is clean, trendy, helpful and fun. Me and my friends had a blast there we came for a bachelor party and the staff was extremely helpful and kind. It’s also in a great spot location wise, lots of energy
Upon arrival the valet was quick, but know asked if I needed help with my luggage, I had to get the luggage rack myself and hold the door myself. Then they charged my twice for incidentals and they charged me for four nights of parking when I only stayed 3 nights. I probably won’t stay here again.
A nice hotel with a friendly staff. We enjoyed a very comfortable room. Very nice shower! — Restaurant was not open, so planning of meals will need to occur if one is planning to dine-in.
Cannot say enough good things about this place. The rooms are very clean and very attractive, check in process was fantastic very helpful people. At the front door valet very helpful with our car and getting our bags to the room. The service at the wedding and the breakfast was incredible.
My partner and I spent Labor Day weekend in Cleveland to explore the city and visit the Rock and Roll Hall of Fame. We had a fantastic time even through the COVID restrictions making restaurants close a bit early.I want to start by saying that the staff at this hotel is the best. They were very friendly and help me when my booking with another property did not process properly. In fact, the Westin was significantly better in terms of comfort, accommodation, and helpfulness of the staff than the hotel I previously booked. Im looking at you Aloft downtown! I can say this with the utmost confidence, in that I spent a little over three months on the road last year and typically only stay at Marriott properties.The beds were extremely comfy, it was easy to take our pups on walks in the spacious parks, and we really loved the staff recommendations on everything from street parking rules to restaurant recommendations. Erin at the front desk was an absolute delight and we loved our stay at the Westin.Also the room we were booked in had incredible views of the city. Couldnt be more pumped that my first reservation didnt work out.P.S. It ended up being a little pricey but thats because we fell in love with the Peloton bike in the gym and it convinced us to buy one.
I was highly disappointed about my experience at this hotel. I requested an early check in but was denied and when I arrived at the hotel to check in at 445, I was told it would be another hour before they could check me in. I was celebrating a birthday with a loved one and asked for the flowers to be delivered right away, but the concierge did not come to the room immediately. They waited just in time to go to the room at the same time as me and my party which ruined the floral surprise. Once we checked in, we had a dinner reservation so we left. When we returned, our room temperature read 61 degrees! We turned on the heat to take the chill off. I also had a cassata cake in tow, so we put it in the fridge overnight. Since it was around 11:30pm we went to bed. When we woke up around 530am, the temperature was only at 64 degrees! We turned the heat up to 85 hoping it would warm up quicker than the 5 hours it took to move up 3 degrees. Around 8am we woke up to go to breakfast and we found that the temperature was freezing, and the birthday cake had melted because the fridge did not work! We were checking out that day so we couldnt rectify the room temperature at that time, but we did convey our disappointments and concerns to the staff who checked us out. This stay was unpleasant and we do not know if we will be back.
Super cool place. Very helpful staff, and a fantastic restaurant though the restaurant is very price for the portions.
This is a relatively old and worn down hotel that has some cosmetic upgrades that are easy to see through. There was a major issue retrieving cars from valet that the front desk did not seem to interested in helping out with. I finally went to retrieve my own car after getting the key from a security person who was eventually sent to help. There were probably 10 of us waiting for cars at 8am on a Sunday.
We reserved a block of rooms for our wedding guests, at first it seemed like a great experience but then the individual we were working with in advance of our reception couldn’t be reached. Finally, after 2 weeks and many voicemails/emails with no response we were finally able to speak with someone that informed us that woman had left the company. The next person did a good job considering the circumstances but that was the beginning of what would be a very poor experience. Upon arriving the valet parking was a mess, when a majority of our guests arrived it was even worse, cars spilled 2-3 lanes into the busy street out front. Valets were nice and quick once they got to you but the wait was lengthy, they seemed to be understaffed. Once inside we did have great interactions with some of the staff; the bellhops were friendly and helpful and housekeeping was equally as pleasant and they did a good job servicing our room. The front desk staff was nice but unhelpful; when checking in they stated they would call us when the room was ready but they failed to do that, when I checked on our room an hour later they said it had been ready for a while and apologized they didn’t inform me, this ended up being a recurring problem for all our guests. In addition, the front desk staff did not consistently pass out our wedding welcome gifts, about 1/3 of our friends and family didn’t get their gifts that included logistical details of the next few days. There were also several instances where my guests couldn’t get into their hotel rooms until well after check-in time. The most egregious instance of this was for my parents, they came around 4:15pm to check in and were told it wasn’t ready yet. When asking how long the wait might be my father was told that “the guest that had the room before you had status and had a late checkout” which is annoying but understandable, however, they then proceeded to say “you don’t have any status with us sir and the open rooms will go to guests with status, its complicated, I see that your son has status so he can explain this to you” in a very condescending way, simply unacceptable. The updates to the hotel show and it was generally a nice room; the bedsheets had a small rip in them but looked clean and the bathroom is oddly small for how nice the rooms are, the shower also doesn’t do a good job of preventing water getting all over the rest of the bathroom. Our experience as bride and groom was highly disappointing.
The only thing that kept it from 5 stars was lack of a pool. It is immaculately clean; the staff is friendly & more than accommodating, and it is a great location. Always look forward to my visits there. I just have to find my swim & tan elsewhere!
The staff was super starting at the curb! Everyone was kind and helpful throughout our recent stay! Our room was HUGE, clean, and so comfy! The pillows and sheets are top notch! Thanks for the good sleep Westin CLE
My stay was a disappointment. The carpet in the room was falling apart, the sheets has holes in them. The bathroom tile was falling off of the walls. We used the pullout sofa in our suit. The mattress of the sofa had crumbs or something on it, and there were no sheets for the sofa bed in the room. When I called to get some, it took 3 phone calls before the arrived. I waited nearly an hour for them. When the sheets did come, they also had holes in them. Front staff was nice and attentive.
The people who work there are super nice. But the room is just average. Dimly lit, lack of charging ports, terrible tasting coffee. Worst of all are the loud vehicle races going past at all hours of the night on the weekends that are a disturbance on the city view side no matter how high the floor you are on.
I was upgraded to a suite as a Marriott Bonvoy member. My room was clean, big, and comforting. I travel with my child for whom I needed a microwave for and the staff brought one up to my room right away. I was so happy about that since I’ve never seen it done before. I ordered room service which was good but a little pricey. I also ate at the urban farmer which was delicious. I also used the fitness center which is well up to date. I did like how the food menu for room service gave healthy options. The club lounge is a great place as well. No complaints about hotel at all. Highly recommend. Can’t wait to stay back there again when I come to see the browns game.
The hotel was very clean and nicely taken care of. Staff was helpful and great at their jobs. Location was easily the best, could get anywhere in the city within a couple minute. I would tell anyone to stay there when going to Cleveland.
While the rates were reasonable for the type and location of the hotel, it was apparent The Westin is suffering from the staffing shortages the rest of the country is having. However, the restaurants food and service was terrible. If you are going to stay at the Westin, plan of finding someplace else to have your meals.
Positive: Front desk staff very helpful Negative: Bed and pillow were not that comfortable.
Calling the front desk for better cleaning was a waste of time. Quality control...wow.
The Hospitality staff are so nice and attentive, always seeing to the needs of the guests. Clean, food very good, service timely. I would stay there again without hesitation.
The customer service at The Westin D/T Cleveland was amazing! The ladies at the front desk went above and beyond to ensure we felt welcomed and were a wealth of information. The valets were gracious and friendly. The room we stayed in was large and the king size bed was comfortable. The room needed a bit of love regarding needing a bit of an update but for the price, we were pleased! Thank you to the great staff at The Westin Cleveland!
Front desk personnel and valets were very professional and nice. Covid caused limited availability of restaurant and bar service but staff was extra helpful with dining suggestions. Hotel is located well for walking to restaurants, bars, and entertainment.
Nice, clean hotel. Staff was friendly and our room was very clean. Dont pay $40.00 for Valet Parking. There is parking about 1/2 block at Drury Hotel. $10.00 for 24 hours.
This is a wonderful location, close to the water front, the stadium, restaurants, and where we needed to be. The staff was all professional and accommodating. This was an excellent experience and we would recommend for anyone to stay here.
The rooms can be comfortable provided you get one that is not jammed-up with 2 beds like I have had on a previous visit. The rooms with a king bed and sofa are nice.My complaint, however, is the location of room near ice machines and elevators. PLUS a room with a connecting door which I was assigned on both visits!Why in the world would a room with a connecting door be assigned unless requested or unless there is absolutely nothing else available especially when occupancy is low?PLEASE, DO NOT give customers rooms with connecting doors unless its requested. The noise level is unacceptable and disruptive.I could otherwise give the hotel 5 stars except for the rooms with connecting doors and near ice machines and elevators. Thanks
We stayed at the Westin Cleveland downtown for New Years Eve this year and we cant believe we didnt stay sooner. What a great hotel with a great staff, and you cant beat the location.
Positive: proximity to tourist attractions, view from room , overall cost ,friendly staff , i recommend the urban farm restaurant inside the hotel as well Negative: i did notice our room was a bit dusty ,however bigger issue was a crowd of people talking/ laughing extremely loud outside of room for 10-15 minutes at 3am . our room was close to the elevator landing but this went on longer than waiting for the elevator
It’s still a nice property but without the lounge (which I heard will be closed permanently) not having water or towels in the gym, highlighting that the gym has peleton when they have literally one, and other minor room issues the property definitely doesn’t feel like a Westin experience. Staff is nice but the property used to be much better.
Very nice, clean hotel. Great Conference space and the food they provide is fantastic.If I had to provide something I did not like it would be the light provided in the room. As a woman I like very bright light to put on my makeup, they do not have this as an option. The light otherwise was fine.Great shower, I wish more hotels would have this type of bathroom.
Stay there before room was great no room cleaning was a little bit difficult after the fourth day. No food service in the room with something to look forward to hopefully after COVID it done your place will be back to normal I’ve stayed there at least four times already good location I have brought other couples with me see you next time
The hotel was beautiful until 2 cops and a manager knocked on our door around midnight saying someone complained saying we were fighting and smoking weed in our room. They came in and walked right back out because neither was happening in our room. I felt it was unnecessary and also made us feel unwelcome. My suggestion would be to do a little internal investigating before calling police over bogus complaints. I think the police were annoyed that u were wasting their time. Other than that we enjoyed the visit. But due to that we wont be back.
The Westin is dreary and older. The cleaning in the room was marginal at best. There was mold in the shower, carpets in the room looked like the had not been vacuumed and attention to detail was poor. The location is great and the view of the lake is beautiful!
Positive: Size of room Negative: I didn¿t like parking and the fact that there was no pool
Room was very dirty (have photos upon request). The manager lied and said there were no more rooms. When they came to actually look at the dirty room, they agreed it was unacceptable and magically found us another room. Doesnt feel good to be lied to.
I organized a group business event for my immediate work teams annual strategic planning. We could not have been happier with the event - it was exactly what we had hoped for and beyond. The service at this hotel is absolutely exceptional. Everyone I encountered went out of their way to ensure we had everything we could need, for the group and in one-on-one experiences, and were also all personable. Regarding the restaurant and catering, my entire group was extremely pleased. We had a couple of international associates who sometimes struggle with our cuisine. However, this hotels healthy but delicious approach, made them feel entirely comfortable and satisfied - this was a huge relief for me! And finally, the executive boardroom was everything we hoped it would be - luxurious feel with a gorgeous view and big windows. As this was our strategic planning meeting, it was so helpful to have this meeting in this space, helping us all feel open and more innovative. We will definitely come back.
I was just married at the Westin Downtown Cleveland we had our ceremony and reception there. I am so so pleased with everything. Our stay was fantastic! The service was exceptional, everything from our bellhop (who was the best one Ive ever encountered in my entire life he was enthusiastic and extremely helpful) to the bar staff, to the catering services (the bartenders, waiters, captain Marcus), the professional staff including our Melanie who helped manage the wedding. It was a team effort and they really know how to operate. I want to thank everyone from the bottom of my heart for making our stay and wedding happen. It truly was our dream come true.
Parking was atrocious. The valet system was horribly mismanaged. Drop off and pick up both took an unacceptable amount of time. Ended up parking 10 min walk away from the hotel because it was much faster and convenient than the hotel parking.
Beautiful hotel but they make you pay twice before removing the second authorization charge. They refer you to your bank even tho they are holding the funds. Parking is a nightmare unless U pay 45$ for valet.
This hotel was accommodating for our dog and in a good location for green space to walk our dog. Other than that, it was nothing special. Floors in lobby and elevators stayed dirty the whole time we were there. Starbucks didn’t open until 7 in the morning and closed early which seemed rather limited. The room was fine and I enjoyed the barn door on the bathroom but my kids didn’t. Car valet was prompt and bellman was friendly and helpful. The real negative I had was that we were gone the next day from 8 until 1 in the afternoon and housekeeping couldn’t get the room serviced in that amount of time. I thought that was unacceptable. When I checked out and the person asked how our stay was, I responded that it was just okay. There were no questions asking if there was anything specifically that could have been better. I would have told her about housekeeping at that time, but it was clear she didn’t really care how our stay was. That’s fine, but I probably wouldn’t recommend this hotel for anyone without a dog because we have stayed at better hotels in downtown Cleveland.
Positive: Valet parking is relatively expensive and it appeared to take attendants a while to get vehicles. Location: it is between Rock n Roll HOF and downtown night life areas so it is central but other hotels are closer to Euclid or Prospect Avenues. Negative: I love dogs but two nearby rooms had barking dogs.
I still dont understand why you pay good money for the room, and they charge extra for parking (39.00) a night to park in a ramp attached to the hotel, with a valet waiting for a tip too! Then with the pandemic just winding down, the restaurant is closed, there is no housekeeping, but the rooms are still full price plus parking.
Great location in the heart of downtown Cleveland. Literally just minutes from all the sites and attractions, very walkable. The staff is above and beyond friendly and will help you with anything you need. It was quite sad to see that due to the pandemic they closed their urban farmer steak house and Starbucks in their lobby. Great fitness facility! Hope to see this place survive the quiet cleveland streets!
Worst customer service Ive ever experienced.I have a reservation, my husband is ill & had COVID exposure & your manager is telling me that (1) I can cancel & still pay full price (2) I cannot use the room despite quarantine from my husband & (3) told authorities will be called IF I show up.I tried to be polite and proactive and explore any other available options. After 6 phone calls and 2 emails , THAT was the customer service provided.
Usually theres an issue with the room no hot water no heat in the room
Was very clean extremely helpful and polite valet and bell hopes. Check in was very easy no hassles. Professional well dressed staff. Check out was efficient. Now the bar was a huge disappointment. Bar tenders acted like they could careless. I asked for steak A1 for a hamburger I paid $15 for and was told you cant get A1 on this side of hotel. Now they did offer homemade steak sauce for an additional $2.00 I passed. I stayed with a very large group. You would have thought they could of been a little more polite and willing to go the extra mile for a customer. Very unfriendly. Not one of the bar tenders smiled once. Acted like the customer at the bar was a burden.
We had a great stay. Staff were great. Beds were very comfortable. Location could not be beat. The only downside was that the restaurant was closed (covid or renovations I cannot remember). I would stay there again
Our recent three night stay at the Westin in Cleveland was prompted by the hotel being selected as the host hotel for my daughters wedding To start at the beginning, the valet parking experience was one of worse I have witnessed. There is too little space in front of the hotel for temporary parking during check-in and the chaotic process of extracting your car was frustrating to be kind. One time during our three-night stay, we called down to have our car pulled from valet and was told, you just missed the 10:00 deadline and youll have to wait until 10:30...we can only get cars every half hour. I have never heard of such valet inadequacies. Subsequent requests had to be made to the lobby valet to get any reasonably timely service. Upon checking out, we were waiting 15 minutes for the car and finally found it parked 1/2 block from the entrance with no attempt by the valet to find us to give us the key. Totally unacceptable for anything except the lowest level hotel chain. I have stayed in Westin hotels around the world with have never come close to experiencing this poor of service.Except for the front desk staff, in general, the staff were indifferent to customer service and seemed extremely ignorant about where services and how to get to downtown attractions and business locations. However, my initial check-in took 30 minutes due mainly to an inexperienced clerk. I did not appreciate participating in a how to find a room training session at 7:00 pm after a cross-country flight! After the 30 minutes check-in ordeal, the clerk put the three of us in a one-bed room. We had to wait another 15 until a clerk brought us another key to the reserved two-bed room down the hall. A second dose of unacceptable service!The finally insult was with housekeeping. On the day after check-in we received no cleaning service. In the afternoon, I asked for towels so we could shower and told housekeeping that they could service the room after we left. They never returned. After that service failure, housekeeping did perform acceptably. However the some of the towels brought to our room were not fit to be used for car washing towels. They were worn and tattered beyond anything I have seen at a quality hotel.The rest of the stay and facilities were average at best. Marriott has dropped off my favorite list the past few years in favor of Hilton due to a significant drop-off in service and this continues the divorce. Cleveland Westin is off my list forever.
Our experience at the Westin was ok. Our main problem was that both the sink and shower only ran hot. To get cool or cold water we had to let it run for at least 5 minutes, which is a serious waste of precious water. The pillows also could use an update. They were so thin that you might as well not use them. Some of the surfaces also looked like they had not been properly cleaned and had weird residue on them. You are mostly paying for location.
I have stayed at many marriotts around the world as a titanium member. This location is one of the best in my opinion. The staff, service, facilities, location; perfect. You wont be disappointed. Short drive from Lake Erie for beautiful sunsets in spring/summer/fall.
There were plenty of small inconveniences which is why I cannot give this hotel a five star rating. Great for business and leisure travel, nothing that would cause you to cause any ruckus. so not for large groups that would gather and chat as the walls are super thin and you may get evicted. I stayed for a wedding party we were spread out and we got continuous noise complaints. The front desk at night super rude & housekeeping was pretty much obsolete, wi-Fi super slow. Also we stayed in the hotel during probably one of the hottest weekends of the summer, reaching 100° in temperature, the air conditioning was not sufficient.
Stayed at the hotel from 4/25 to 4/29 and the hotel was nice. Disappointed by the lack of pool facilities. Great staff and clean! Helped by numerous bell hops and valets through the time and was pleased that the staff seemed so professional and polite. My only serious suggestion/gripe is that the shower in my room is really low! I stayed in 814 and almost every day I had to semi-limbo to make sure I was completely under it to get my hair completely clean.
The Westin is a good location for all of Cleveland events. The rooms are large and clean. The view of Lake Erie and the Stadium was wonderful. The entire staff starting with Matthew at check in went the extra mile to make us feel welcome. We will be back in August and will be staying at the Cleveland Westin.
We were absolutely dazzled during check-in... upgraded to the club level floor, sparkling wine while she completed our check in process.The only glich with check-in was that the staff member had no indication of my check-in through the Bonvoy App, or the requests I made for foam pillows and extra washcloths. The hotel was extremely crowded with numerous events etc. Noisy all night long with doors slamming and kids shouting in the hallways... why would you put kids on a club level floor? Maybe 2 different club levels... one for families and one for those without kids in tow. Some of the room(2114) was upgraded, and some was not. nice bathroom and shower installation, but poor lighting and no fan for ventilation. We had a tough time regulating the temperature in the room. Staff was very friendly and professional... especially the server in the Club lounge on 22nd floor. Very attentive and on top of things! Great location. Parking was astronomical and those hidden hotel taxes and fees.....yowch! Its become outrageous and for that reason, I would not consider this hotel again, I dont think.
We stayed in a suite.. It was spacious except the bathroom was small. It smelled like disinfectant which was bothersome. The bed and pillows were comfortable. The cleaning person left all of our dirty glasses sitting and did not give us new ones.. She did the bare minimum..Everything was pretty average for an average hotel BUT the club level concierge Terry... He was the best! He really made us feel at home and gave us ideas of restaurants. He made our stay so much better than it would have been. The drinks from 5-7 and apps were good ( wine/beer) and the breakfast was tasty in the club level.
I always enjoy a stay at The Westin. This stay was comfortable as usual however my refrigerator was dirty and smelled horrible. In room 1523 I was unable to keep my food there and had to use my cold car to keep my food chilled. I also had no hot water causing for several quick hot showers, and the brushing of teeth with warm water which is not my preference.
We stayed at The Westin for our anniversary. The hotel is clean and modern and the staff was very friendly. They let us pick our floor and our view. We ate dinner at Urban Farmer which was absolutely delicious. The only thing I didnt like was that the tables were too close together that you felt like you couldnt talk privately with your spouse. Its also very pricey so if you are looking for a reasonable meal, this is not your place. The hotel is a great location. We went to the Cavs game and were able to just walk to the Arena. My only complaint about the hotel is that the valet is extremely expensive, coming in at $42.00 for one night. I know its downtown, but thats just very expensive. I also wish they had their own bar in the hotel, so you didnt have to go into the restaurant if you didnt want to.
The bed was extremely comfortable and the room was well laid out and updated. My main issue was that my room had an adjoining door to the room next door and I could hear EVERYTHING going on in the next room - TV, conversation, moving around, etc. In a nice hotel like this, there should be some sort of sound barrier effort between the rooms. The water in the shower was not as hot as I would have liked - even with the dial turned all the way to hot. Staff was great - really nice facility overall.
I had stayed at the Westin before and found it perfectly acceptable- obviously nothing amazing but, more than doable. This time around I was put in an extremely antiquated room which was dark, small and dirty feeling. There were chips in the wood, no door on the shower (no it was not ADA), among other problems. I understand Covid-19 is an issue but, the city is open. It is time to at least have coffee.
I cannot say enough positive things about my stay at the Westin. Each staff member I encountered was polite and a joy to be around, the room was always clean when I returned for the night, and the city views are fantastic. The gym was great and kept clean as well. Great spot as it is central to almost everything in downtown Cleveland. A short walk from the train to get in and out of the airport. So many great venues, restaurants, and shops within a four to five block walk of the hotel.
As many other brands and hotels have been making it easier for travelers as Covid has been disappearing, this hotel clearly has not. The gym was open for a total of 8-9 hours in segments throughout the day, breakfast was not served everyday, and I wasn’t even offered any sort of gift for being a platinum member. Not staying here again.
From start to finish, our stay was top notch! Staff was incredible, hotel was amazing, bar was great, view was awesome. Would recommend to anyone who is headed to Cleveland for anything.
When we arrived, there were three valet employees standing out in front of the hotel. None of them offered to assist us with pulling our luggage out of our trunk. For a $37 valet charge, at least an offer to help would have been appreciated. The front desk person was welcoming and friendly. The first room that we were assigned was filthy (a thick layer of dust on the furniture and other surfaces/cables, debris on the carpet, piles of dust in the corners of entry way floor, trash(plastic wrapper) on the floor). We were quickly assigned another room. Great, except for the staff members that were talking about us in the hallway outside our door. The second room was “cleaner”, but far from “clean”. The first morning that our room was serviced, our used towels were removed, however, not replaced! The restaurant - food was quite good, dinner staff were top notch, breakfast staff not so much. The location was great as we were visiting the R and R hall of fame and the view was nice from our room.
This hotel was fantastic. We had an early check in for a wedding and the room was ready when we arrived. Only a few things I would change; there is not fan in the bathroom, so the mirrors get foggy quick, also the lighting is not the best. The check in and out process was slower, but this hotel is very busy—so prepare to spend some time doing that (I heard they had 4 weddings that weekend). The room was beautiful and spacious. The bed was super comfy, the tv was nice, but the view was the best part. We got a room that looked out into Lake Erie and the Browns stadium!
A lovely hotel; nice rooms and facilities. Valet is fast but too pricey. Heard the restaurant food was awful. Good location downtown.
Nice hotel in nice location, but they dont have any room service and the restaurant is closed. They didnt have any glass cups in my room. They claim covid, but I went out to dine at other restaurants without any issues, everywhere else seemed to be serving customers. The only good thing I can say is the valet staff was friendly and took care of my vehicle, the young gentleman told me I could store my bike in a storage area for guest and I could go in and out anytime, but I chose to keep my bike in my car. Those are the guys to talk to because they know the whole city. I wont be back to this hotel until they open up all the hotel services. Otherwise my room was clean and it got all the way dark at night.
Nice location for conference downtown. Nice building and clean room initially. Received no room service for two days, never brought dine-in room service breakfast requested, and returned my car shuffled through. When talking to staff about fitness center, needing water, or checking bags they were great face to face. Nice people! Just no service or safety when not asked specifically. Too expensive to have things go wrong!
I usually love Westin hotels for their amazing customer service, unparalleled comfort, etc., which is why I chose to stay there for a family wedding when most everyone else was staying at another hotel a few blocks away. I was very disappointed, though. When we checked in, there was only one person at the check-out counter and a long line of customers waiting. The friendliness of the front desk staff was also disappointing throughout our stay. The valet and cleaning staff were quite possibly the nicest part. The rooms were also bone dry to the point of uncomfortable so we requested water be delivered to the room. It never came, after repeat calls-- the front desk actually recommended I come down for it instead. They had a small refrigerator with free water bottles next to the hotel lobby but it was frequently empty. I also had forgotten a razor so they were able to give me one, but oh my goodness, it was so cheap it actually gave me cuts all over my legs-- very painful and terrible looking. These many incidents do not represent the typical high standards that Westin embodies. Very disappointing and likely wouldnt stay here again. Also makes me rethink Westin hotels as well.
Loved the location of the hotel to begin with we didn’t have to go far to do anything we wanted. The valley staff was very friendly and professional. Check in was smooth and easy unlike some other places where there’s problems. Room was beautiful had an awesome view and amazing bathroom. I will recommend this hotel to ALL my friends and family. Will be staying here again for my next hotel stay 100%!!!
Positive: centrally located with easy access to local restaurants and attractions.
I will be staying at this hotel again it was very nice and beautiful city view when we had an issue with the bathroom maintenance came right away. Also, staff was very friendly and helpful and gave suggestions of good restaurants in the area that were open
Hotel was very nice with beautiful views of the city. Walking distance to ball field, restaurants and many other attractions in the downtown area. The parking garage needs work
Absolutely beautiful hotel with great accommodations. Comfortable clean room with a beautiful view. Great amenities, especially impressed with the fitness center which could rival a freestanding gym. Each and every staff member I came in contact with was friendly, helpful and professional...so obvious how engaged they are in the customer service experience. The food from room service, the food served during the conference I was attending, and the food served at The Urban Farmer...delicious and health conscious. I could not have asked for a better experience!!
I spent four nights at the Westin Cleveland Downtown April 8th - 12th. Let me start with the positive. The Urban Farmer Restaurant located in the hotel is well run, food was very good. I had a great experience there. Here are some things that needed improvement during my stay. 1. The bathroom vanity and floor were not completely clean. 2. The bed looked sloppy - Normally beds are neat and tucked in and crisp looking but this one looked like maybe the last guest made the bed before they left. I thought maybe the room was not completely cleaned from the last guest.3. Two of the four nights, housekeeping did not come in and clean the room. I did not opt for the green choice, they just simply forgot to clean my room. I had to have the desk send someone up to clean it the first night. Second night I just let it go.4. Two of the nights my requested wake up call was missed.5. One morning my pre-ordered breakfast did not arrive. Room service person picked it up the night before during delivery - it appears that they forgot to turn it in. Not a great way to start the morning. Overall, this was a poor experience. I stay in Westin Hotels whenever possible while traveling and Ive always had a premium experience. Rooms and lobby normally have that signature Westin Smell. They look neat and clean. This one looks a little run down. Honestly, Ive stayed at Holiday Inn Express hotels that had cleaner nicer rooms and a more responsive staff and housekeeping department. I will not be staying at the Cleveland location again because I felt like I was in a dirty room in a hotel managed by a forgetful staff. This property needs to be cleaned up and staff needs additional training.
I am a loyal Marriott person, I cannot express how disappointed i am in my last stay. We were there for a family wedding, placed in room 1716, DONT STAY IN THIS ROOM, unless you like to be hot in the summer. First shower, drain backed up, air would not get any colder than 69! Contacted front desk, the sent maintenance, who came up and asked what the problem was? Why did i explain it all to the front desk? He said he would have to go get tools and some more help. We left and didnt return until next day, cam back to nice note and chocolates that the issue was the sun coming in on the thermostat! But it was all fine now, NO IT WAS NOT, many more calls downstairs later, i finally get a sup who states, Oh your in a 16 room, we always have this issue every summer with the heat, they would send up a fan, (my husband didnt want to move since we had the wedding rehearsal to get ready for). They called back to apologize they had no more fans they had given them all out but they would contact the manager to go buy some! I promise this is all true! Received 2 fans, 1 is broken. Had to spend the entire trip with all the curtains closed and lights on to get ready for the wedding. Worst trip ever, told them this when we checked out and the supervisor was less than sympathetic and offered a $100.00 credit.
I was in town for meetings with the company I work for. I thought the rooms were good size for 2 people to fit comfortably. The beds and pillows were both good. Our food was catered for us and it was buffet style. The food was prepared fine and for the most part was always hot. The pizza we had one day was average at best for the taste and the temperature. It was kind of bland and was barely warm. Other than that everything was very good. The Hotel is in a good location to walk to other places.
All and All very nice stay...Getting to that point was cumbersome...Tried to reserve room thru website...I needed a accessible room for my son who is in a wheelchair...When I finished thru the website there was nothing that indicate accessible that I could find, So I called In...After finally convincing the lady to allow me to reserve a room with accessibility she told me I was taken care of and everything should be fine...When we checked in and got to the room we found out it was not fine...The front door although wide enough was tight and really not much room to turn a wheelchair around in and we got a tub and not the roll in shower I had been assured we were getting...I went down to the lobby with the intentions on getting a snack but took the time to mention this to the staff and they were very apologetic...I mentioned that we did not want to move or cause a scene of problems just an FYI that the website was cumbersome at best and the follow up really didnt follow up...The valet were also very helpful...I would recommend your Hotel for the staff, cleanliness, valet and overall stay...I would not recommend using the website as is especially if you need something other than the default answers to a reservation.
Overall a nice property in great downtown location. Service leaves A LOT to be desired especially with treatment of loyal Marriott Bonvoy member.
Pros:Nice staffWonderful view of lakeComfortable bedNice size roomClose to stadiumShort drive to museums Cons:Clean sheets but one was stained and a pillow case had a holeCoffee maker missing filterCleaning service did not showAsked front desk for four towels; they brought up twoThe sales representative said theyd have champagne and cake for 50th birthday-none offered$30.00/night for parking-steepOverall, I enjoyed my stay. My dads room right across the hall was serviced and well equipped, so its more a consistency issue. I thought the staff was nice, they just lacked effective communication. And though the sales lady offered the idea of a birthday treat, it must not be followed up at the hotel end. For the cost, I wouldnt do it again. Im not sure if Id recommend it or not.
It was for my sons wedding so I was interested making sure the facility provides best services possible. Overall it was Good - ballroom was large and hold large capacity, sound quality of the room was good, bar services were good with special requests met - asked for a single malt scotch which was arranged. (Thanks to the manager) -m Staging and preparation areas were well lighted and spacious. It was satisfactory.
Total reviews rating
199 Reviews for The Westin Cleveland Downtown 2023:
Review №1
2022-05-10The room was clean and quiet. Beds were comfortable. Valet service was helpful and timely when we used it. The food in the restaurant wasnt great, and there was no room service option. The shower was absolutely terrible. The water pressure was so poor I literally couldnt wash the shampoo out of my hair. I had to turn off the shower head and actually put my head under the tub faucet to clean my hair. Super disappointing. Overall the stay was OK. I certainly wouldnt hurry back.
Review №2
2022-04-24Stayed down here for a quick getaway for our anniversary. Staff is absolutely amazing from the front desk, valet, general staff and restaurant staff. Literally everyone was so nice. Room smelled great(I have stayed in hotels where the room looks fantastic but smells musty. Not here). Room is very spacious and the view of the city rocks. I dont leave many reviews but very happy with the Westin!
Review №3
2022-02-08Great staff, nicely appointed suite. Overall, a pleasant one night stay on a business trip. My only complaint is that everything was closed, no concierge lounge, and no bar or restaurant! As many hotels are opening more amenities, this is becoming a major point for my future hotel bookings.
Review №4
2022-02-26The people who work there were exceptionally sweet.The front desk agents were very friendly and helpful, especially Liz, who has to be the best representative of your company. She went out of her way to ensure that I was comfortable with the room.The housekeeping staff was very friendly and helpful.A must stay for anyone planning a stay in downtown Cleveland for business or pleasure, because I know I will again.
Review №5
2022-06-12Hotel is in the perfect area for downtown Cleveland visitors. Hotel staff, valet staff, and the ambiance/aesthetic of the hotel were amazing. Double queen room (when I had originally booked and paid for a king, we were downgraded without reason other than the hotel being booked) were decent. Cleanliness of the room could have been a bit better, and the pillows were more so sheets with very used cotton fluff in them. But overall, a good hotel and staff. Thats why Id come back.
Review №6
2022-05-24Staff was super friendly and helpful. The hotel itself was clean and very impressive. However, we did have a mixup on our check out date which would have been no big deal. For some reason, SECURITY was sent to our room to inform us at 10:30 at night that we were supposed to check out that morning. This was really confusing because I had spoken with staff multiple times that day and they hadn’t informed me of this. When we talked to the front desk to sort of the misunderstanding they were extremely rude. The lack of consideration was astonishing as home is 6+ hours away. I was a huge fan at first but definitely wouldn’t recommend this place now.
Review №7
2022-01-21I used to work security here, its a nice place. Really good food 🍔 & its in walking distance for anything you wanna do in downtown Cleveland. Its close to First energy stadium 🏟️. They also have a really nice gym for exercising. 💪 Theres also valet parking and not to mention the staff has great customer service.Only thing Im not sure of is if theres a hot tub or jacuzzi in any of the rooms but I can imagine the suite rooms might have more to offer 👌👌👌
Review №8
2022-05-10The hotel was very nice. Its located in a good location. Its a short walk to Rock and Roll Hall of Fame, and a cheap Uber ride to the west side.Valet is a little hit or miss. It would be fine if your just dropping your car off and leaving it for a few days. However, it seems like the valet staff is over worked. We had quite a wait at times to get our car. We came close to missing a wedding because we didnt expect a 20 minute wait.That kind of service extended to the bar, too. The service is good when you can get it. Things tended to take longer than expected.
Review №9
2022-05-16Room 1905 was without air conditioning for most of our stay. We reach out to the front desk and were told that someone would come take a look at it. The rest of the stay over 48 will saw no one nor was the problem solve. As gold elite members we ask for a late checkout and were told no that was not possible. I definitely would not recommend anyone stay at this facility. It was not up to Marriott standards.
Review №10
2022-05-03Rude management and front desk staff. Most of the other staff are friendly and helpful. The hotel underwent a major renovation less than 10 years ago, but it is not holding up well at all. If you read some recent news articles about this property, you might get an idea of why. There are lots of other options in this area and Id recommend shopping around, even if you usually stay at Westin properties.