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Rated 4.4 out of 5 by 138 reviewers.
Rated 2.0 out of 5.0 by Staff needs better customerservice skills Front Desk Clerk -The only front desk clerk who was friendly and well informed was the lady who checked me in I asked for directions to the airport she answered, she greeted everyone with a smile, Kudos to her!!. On 9/30 around 4 pm I asked the two (a lady and man) front desk clerks where the nearest florist was and they did not know nor did the offer a telephone book, etc. Being that I was visiting the area for a funeral I'm not familiar with the area and the gentleman asked me did I have a room there I told him yes. He nor the lady was of any help, There was not a crowd or a rush of people checking in during that time for them to just simply say no and not put forth any effort to help. Anytime I've walked through the front door the front desk clerks did not greet the guest as they walked through the door. Housekeeping- Two nights our of our stay our beds were not made. I will not stay at this location again. Have a great week and remember a smile with a greeting can go a long way. October 6, 2013
Rated 5.0 out of 5.0 by Great value for the cost! Enjoyable. I stayed for 3 days and the overall experience was very good to excellent. Great location for access to restaurants and to major highways. My room was on the 3rd floor which looked recently renovated (very nice). My only negative comment is that the room lighting and the desk chair were not very conducive to working at the desk. The room lighting in general was pretty bad and the desk chair was too low for good computer posture (even when adjusted). Loved the snacks in the lobby and the clean fitness center! September 29, 2013
Rated 5.0 out of 5.0 by Executive king room value All staff friendly and helpful. Breakfast selection variety. Additional amenities on 3d floor worth the exec room rate. September 21, 2013
Rated 4.0 out of 5.0 by My stay Typical HI Express. Very good but nothing special. Very consistent brand. September 11, 2013
Rated 4.0 out of 5.0 by Remodeled I stayed her for the first time since their 'big' remodel. Rooms and hotel are very nice. Overall the staff was good. The one exception was the woman that checked me in. Now I am not one that is big on being a 'platinum' member but I do like when I see my point balance at check it. The IHG chain is very big on acknowledging it's 'members', but this woman....not a thing. I asked what my point balance was and I got the answer of, well I see your member number but I have no idea what your point balance is. If you want to stop back in a few hours I could look it up for you. Again, very small item to me but as a customer service manager, I recognize that the woman at the counter wasn't representing IHG very well. September 10, 2013
Rated 2.0 out of 5.0 by Would not reccommend I stayed at this property for the first time a year ago when is undergoing a renovation. The experience then was not very pleasant, so I decided to give it another try. I must say that there was not a huge difference between last year and this year. The renovation was completed in that time frame, but the room that I was given was already worn out. I couldn't believe that new finishes were already that bad in a one year time frame. Upon check-in I was not even greeted by the front desk staff as a gold elite member. Usually at most of the IHG properties. I am greeted as a gold member and welcomed for coming back to stay at the hotels and given some sort of a welcome bag. When I asked for a bottle of water the guy at the front desk acted like he was put out by going to get it for me. Defiantly would not ever be coming back to stay at this hotel. September 9, 2013
Rated 4.0 out of 5.0 by Great staff-Indoor Pool disappointing The front desk staff was professional, nice, and very helpful, especially with area attractions and directions. Only complaint was that the indoor pool was too cold to use. We tried but the water was way too chilly. We sat poolside as others came but left, we saw no one used the pool the 2 nights we stayed there. It was one of the reasons we chose the hotel. September 6, 2013
Rated 5.0 out of 5.0 by great exerience check in went smoothly, complimentary bottled water (& mini fridge to keep drinks cool) was handy when we went to the zoo, breakfast was well stocked with fresh food, breakfast/pool hours were generous, sloped pool depth was great for the kids - 2 yr old played on the steps / 4yr old could reach a few feet out / 6yr old a few more feet September 5, 2013
Rated 5.0 out of 5.0 by Excellent all around Excellent facility and staff, very personablt y and attentive. I especially appreciated the snacks in lobby in evening. Had to leave before breakfast, so no evaluation possible, Very close to a restaurant for dinner and to the CLE airport. August 26, 2013
Rated 5.0 out of 5.0 by Great Service I enjoyed my stay!! Loved the room!! Very neat and clean!' August 16, 2013
Rated 4.0 out of 5.0 by Nice remodel We appreciated the good price and the updated rooms. The breakfast was good and always an nice perk! Our stay was only marred by the poor behavior of another guest about taking drinks into the pool area. The pool itself was very small and extremely cold, but overall, we enjoyed our stay. August 15, 2013
Rated 5.0 out of 5.0 by Business Stay Great Stay! The remodel is very nice. The staff was very helpful in food recommendations. I walked to Rivals, and they offered to drive me. I said thanks, but I was in the mood for walking. And if I walked there and wanted a ride back, they would come and pick me up. The service was excellent! August 13, 2013
Rated 5.0 out of 5.0 by Perfect for an early morning flight Had a 7:00 AM flight and didn't want to have to worry about traffic. Left before breakfast was served, but they had take along bags. Physical building looked a little tired but the rooms appeared to have been redone recently. Staff courteous and helpful. August 11, 2013
Rated 4.0 out of 5.0 by Comfortable and friendly Very comfortable bed and pillows and loved free pizza one afternoon! Friendly and helpful staff handles all situations quickly and efficiently. Close to restaurants, shopping, expressways and airport. August 11, 2013
Rated 2.0 out of 5.0 by Poor bed and unfriendly service The beds in this hotel are terrible. Very hard. The hotel staff needs customer service training. Not mean but not friendly at all. Don't think I saw one smile. August 11, 2013
Rated 3.0 out of 5.0 by Grimy Bathtub Although the facility was generally well-maintained and desk staff friendly and efficient, our stay was marred by a discovery in the bathroom. The bedroom was clean and the bedding was spotless and fresh. The bathtub, however, was disgusting. It had a soap scum and assorted crud film that you could literally peel off with a fingernail. My wife wouldn't take a shower unless she placed a towel in it to stand on. Have never had this experience at any Holiday Inn affiliate in the past. August 9, 2013
Rated 5.0 out of 5.0 by Great job Great job I stay weekly and when I have had a concern they addressed them right away August 9, 2013
Rated 5.0 out of 5.0 by Very helpful staff Everything about the stay was very pleasant. I must commend the nice girl who checked me in I forgot her name. She is very efficient and really knows what she is doing as I often have bad experiences with IHG personnel and them not knowing how to make certain changes in the system so I give her much praise along with others I dealt with who helped me out with some billing issues. Great job front desk personnel!! August 7, 2013
Rated 4.0 out of 5.0 by Good location, professional staff, clean Spent one week at this hotel while in Cleveland. Very clean and comfortable. Staff quick to respond to my questions and needs. Good restaurant choices within walking distance. August 4, 2013
Rated 4.0 out of 5.0 by great breakfast Breakfast was scheduled to end at 9:30 a.m. but at 9:25 staff brought out loads of fresh food, including their signature cinnamon rolls. When we left at 10 food was still out and no one was being "rushed" out, although they did run out of fresh fruit. I found a lower room rate online than my reservation rate and they matched it without making me jump through any hoops. Be warned that if arriving late at night (it was 10:30) there is no food available at the airport nor within walking distance of this property as the restaurants have all closed. August 1, 2013
Rated 5.0 out of 5.0 by Nice people at the desk -- Nice upgrade! Very pleased with the whole experience. Spent 4 days competing in the National Senior Games. We needed to add a day to our stay and got moved to an even better King with hot tub at the same price. Nice August 1, 2013
Rated 5.0 out of 5.0 by Great amenties for the price This property was exactly what I expect from a Holiday Inn Express. The highlights were a very friendly staff. Nice pool for the kids. Great location. July 26, 2013
Rated 2.0 out of 5.0 by Front Desk Staff needs some retraining I have stayed at this location before and was excited about the updates from last year. The check in took to long there were two members on duty however only one checking in while the other was have a side conversation. No recognition of being a reward club member, not even a mention or thank you, like must sites do. I have even received handwritten notes from the manager some of your location. Key was not ready. The room was not clean, bottle caps under the desk. I do like the remodeling. I come in with some empty water bottles (2) and asked the front desk if this site was recycling and she responded that....."No, that would give us another thing to do" so I proceeded to put the water bottle in the trash in front of the check in desk and was reprimanded for "filling up the trash" So....I just now understand holiday inn's view on going green. Checking out was rough, I had to beg for a copy of my receipt. I will probably use a different hotel chain next year when I return to my home town. July 25, 2013
Rated 4.0 out of 5.0 by Outstanding, personal service Our party of six stayed three nights. There was a problem initially with one of the reservations, which the staff bent over backwards to correct promptly and efficiently. We had the sense of being well cared for by people, not corporate policies, and our stay was a delight. The breakfast offerings were particularly pleasant: a nice variety of choices, and free fresh coffee available all day long. An excellent hotel. The only down-side was that the website promised a hot tub, and although the pool was very comfortable, there was no hot tub. July 24, 2013
Rated 5.0 out of 5.0 by Another Great Experience This stay adds to the many great ones experienced at an IHG brand facility. Management and staff exceptionally professional and courteous making for a relaxing overnight stop-off. Provided a great break on a long drive enabling completing my trip after a rested night contributing to a safer state of mind. July 23, 2013
Rated 3.0 out of 5.0 by Disappointed This is not my first stay at this hotel but it will probably be my last one. I usually stay here when I have appointments at the Cleveland Clinic. We usually enjoy the stay (My husband and 9 year old also stay with me). This time however it started off poorly with a long wait in a line to check in, not be acknowledged as a Priority Club member and a room that was at the very end of a long long hallway. When we finally got to our room it was dirty and smelled like cigar smoke. Behind the bedside table for instance was filthy. No attention to detail. The next day the breakfast bar was a fiasco. It was very busy which I expected since the motel was booked but they didn't have any hot cereal, not even instant oatmeal. They were out of cinnamon rolls, they only had one kind of fruit, and there was no hot chocolate, so all three of us were disappointed. My daughter was especially disappointed that there was no biscuits and gravy. All of these things we had on the last visit. I tried to talk to the front desk on the way out but although I was the only customer that was there in the lobby they were too busy to talk to me. July 19, 2013
Rated 5.0 out of 5.0 by Good place I travel to Ohio a few times a year, but this was my first time going to Cleveland. The staff was polite and just overall friendly, something rather hit and miss nowadays as many of us travelers know. The property was nice, the building was kept up well. The rooms smelled fresh, everything worked, and there was no problem falling asleep due to noise or anything like that. I would (and did) stay here again when in the Cleveland area. July 10, 2013
Rated 3.0 out of 5.0 by Needs more focus on cleaning rooms I do not like it when I have to clean my room before I unpack. Like: clean up the bathroom, clean the coffee pot, and dust. It is a very nice area I feel safe when I walk outside. Front desk service is great they make you feel at home. Value is poor because I have to clean before I stay July 8, 2013
Rated 5.0 out of 5.0 by Great room and location! My family and I were traveling to the area for an Indian's game. The location was great, we were only 10 min from Progressive. The hotel itself was great. The staff was helpful and curteous. The hotel was very clean as were the rooms. Very pleased with the rooms. Rooms were spacious for a family of 4, did not feel as if we were on top of one another, and the fridge and microwave were a pleasant surprise. Breakfast bar was great as well. Area was kept very clean and a nice variety of items to choose from. Have stayed at other hotels in the Cleveland area and Holiday Inn Brookpark was one of the best stays so far! Would definatley stay at this location again. July 8, 2013
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