Rated 4.1 out of 5 by 334
Rated 1.0 out of 5.0 by wer17 Poor Service - Will not stay again
Had many problems during recent stay at this location with very poor staff service and staff communication. Front desk and operator did not answer phones on several different occasions (weekend stay). Front desk staff was actually missing in action - to the point I had to call the hotel from my cell phone while waiting in lobby at 10:30pm on a Saturday night to deal with a missing valet parking attendant. You can only valet park at this location and the wait times are horrendous. At times there was no one there to receive your car keys. Hotel staff, including valet, seems understaffed or the staff is just not caring, maybe both. Poor service might be normal at this Intercontinental since upon checkout was not asked how my stay was ... possibly a tell tale sign they didn't want to know??? Tired of hearing about the poor service maybe ??? For a luxury hotel, this property is just awful.
April 29, 2015
Rated 1.0 out of 5.0 by PA123 Terrible customer service
The Intercontinental preys on people who need to be near Cleveland Clinic when they are at their most vulnerable.
This hotel takes advantage of a captive audience of stressed people at the Cleveland Clinic hospital. They overcharged my bill for a 5 day stay which I pointed out to the desk clerk at checkout. She was dismissive and completely unhelpful. Of course the manager was too busy to come to speak to me. I was required to be at the hospital and could not wait for the manager. The promised call from the manager never came. When I called to straighten this out the manager was not very nice about it but did say he would take care of the incorrect charges. At the end of the month my credit card bill came through with all the charges on it. Yet another call to the hotel yielded yet another thoughtless unhelpful person who constantly interrupted me and refused to listen to my explanation of the problem. The stress of fighting with this hotel is not worth it at this point it but it certainly has made a stressful medical situation much worse. Everyone I have dealt with is rude and unacquainted with the concept of customer satisfaction.
I will definitely tell everyone to stay somewhere else when visiting Cleveland Clinic.
April 23, 2015
Rated 5.0 out of 5.0 by MS survivor very comfortable
I stayed at the hotel for an appointment at the Mellen Center. Room was clean
April 22, 2015