Hilton Garden Inn Cleveland Downtown

Everyone was nice and the room was also.

This is a standard Hilton Garden Inn where we stayed for two nights to attend a weekend baseball series. The rooms and lobby are dated but most things worked as they should (for instance, tired furniture and no USB ports and few outlets; only one trash can which was in the bathroom). The greatest plus is its proximity to Progressive Field (Guardians) and Rocket Mortgage Field House (Cavs). It's a block or two from each, and that's why we picked it. It also helped that we were staying on Hilton Honors points. They had fairly comfortable beds and a reasonable breakfast buffet (under $20), and we were able to efficiently store our bags when needed. We did, however, have some issues. I had called a few days before requesting an early check-in, if possible, and was told that it was first come, first serve. When we arrived at about 1 (standard check-in was 3), we were told by th only person at the desk that no rooms were available that fit our profile--two queens (this immediately after she had checked in a couple). We were also not recognized as Hilton Honors members. Moreover, I was told that because I used the Hilton app to check in and select a room, I was locked into the room I had selected and she would be unable to offer me a room even if one was available. This was ridiculous. I had had experiences at other Hiltons where they had gotten me into rooms earlier, even though I had selected a different room. I asked why I hadn't been told this when I called and she just smiled.. I asked when our room would be available and she said check back at 2. We checked our bags and set off to find a restaurant. The nearest was a few blocks away and, even though it was pouring, we needed to get out of the hotel and get our bearings. We returned at about 2:50 and were told by the same woman at the desk that our room was still not available. I asked when it would be available and she said housekeeping hadn't gotten to it yet. I asked her to check with housekeeping and she declined, saying that housekeeping kept them updated. I told her this was unacceptable. Note at this point that none of the staff at the desk during our stay wore name tags, so I was unable to note them by name. We sat across from the desk and watched as some other staff members arrived to handle the growing crowd, We grew more annoyed as others were checked into rooms. After about 10 minutes, I was able to identify someone who appeared to be a manager and complained to her about our situation. She immediately stated that she had checked with housekeeping and would be able to get us into a room at once (not the room I had selected on the app, by the way!). So while we were able to check in at around 3, the process was frustrating. Our Friday night game was rained out but we were able to get tickets to a Cavs game, so the proximity to both venues was a plus. The next morning, I went searching for extra towels. I saw a housekeeper on the floor and asked her, but surprisingly, she said she had no

Maybe it was a busy weekend, idk but I’d never go again.

I wouldn't park here. Three cars got broken into about an hour before I arrived. They were all parked n the hotel's supposedly "secure" lot that you have to pay $20 for! It's not secure.

The staff from the desk in the evening to the service staff, to other staff we had seen in passing, to morning staff during checkout: every single one noticed us, acknowledged us, was helpful and kind, they had coloring things, puzzles, and a toy monster truck for my kiddos. The kids ate breakfast for free. The only part was the parking situation with the texts, the camera not noticing the license plate, but the manager was eager to help us and we were able to see a show and be back in the time allowed for parking overnight and after check out without extra fees. We had a great stay!

Staff was friendly and personable. Checking in was a little delayed — got the impression housekeeping staff was inadequate and struggling to keep up. Didn’t have any housekeeping for 4 days; had to get additional towels, etc from the front desk (it’s policy?). Room was somewhat outdated, but OK. Bathroom had three pump bottles stuck to shower wall for shampoo/conditioner/body gel, one of which fell off the wall! Kind of strange there was no card in the room for hotel & local info, and no “do not disturb” hanger. Best part was Harvey’s Bar/Grill on site - great staff there and decent food. Overall, below par for a Hilton Garden Inn.