DoubleTree by Hilton Cleveland - Independence

The hotel is dated and the receptionists are not friendly. The bed is not comfortable for me. It's hard. But it's might be comfortable for someone else.

I’m allergic to feathers (pillows & down comforters). Stayed at Cleveland Doubletree Independence location on September 22nd & 23rd, room 511. We had called on September 16th to inform the hotel of my allergies & was assured they would take care of it. At 9 pm on the 22nd, we arrived at our room and discovered feather pillows and down comforter on the bed. My wife called the front desk. They sent housekeeping up to replace the items. Housekeeping arrived with one pillowcase filled with what appeared to be tablecloths. Unacceptable! We called the front desk understandably upset. They stated there was nothing they could do since we had booked through a third party website (the lady was clearly disrespectful to my wife in her tone, suggesting if we didn’t like it we could checkout). REALLY! AT 9:30 at night she thought she was pretty clever offering to check us out, knowing we were from out of town and had no other options on such short notice! Nice customer service! I felt bad for the young housekeeper since she was stuck in the middle of angry customers and a hotel clerk who was of no help. We ended up going to Walmart ourselves since your staff would not and purchased our own pillows, pillowcases, blanket and did not get to sleep until midnight due to staff negligence! I have never encountered such blatant disrespect!! Before we went to Walmart to solve your staff’s shortcomings, we asked to speak with manager. His name was Mike. We spoke with him briefly and he also was of no help that night, stating he would like to personally speak with us the following morning and would be at the hotel between 6 & 7 am the next morning. The next morning when we prepared to leave for the day (approximately around 8:30 am) we checked at the desk to see if manager Mike was available and we were told he had not arrived to work yet (yet another slap in the face by your ‘professional’ staff)! We were then ghosted by the manager for a full week. He opted to give us 10,000 points, however we still have not received anything! We want a full refund! Horrible experience! Why would we want to stay at another one of your hotels, just to have more issues! I have had issues in the past with your organization & thought I would give your company another chance. This was the last straw! I won’t be subjected to more abuse by your negligent staff!

I was comped a breakfast which was decent. The room i booked was not the one i received. Staff was fair with accommodating me after a room was not so clean....

While the building was attractive, the rooms, the amenities, and the service were no better than what you'd get at a Day's Inn. There were also some odd things about the service and the facilities. First, the hotel boasted both an outdoor and an indoor pool (and a hot tub). The outdoor pool was closed and the hot tub was drained. On top of that, the hotel required that you wear paper wristbands to use the pool (or you will be evicted without refund), but you need an active room key to get into the pool in the first place. At one point, the desk manager came and asked families in the pool to get out and get the wristbands, which was really awkward. The pool set up is neat and unusual. The outdoor pool communicates with the indoor pool, and you can have a pool-side room with sliding doors that open to the outdoor pool area. It would be a neat feature-- as long as the outdoor pool is open, which it wasn't. There were also odd breakdowns-- like the ice machine not working and housecleaning trying to clean out our room before checkout time. All in all, I would have rather gone to a cheaper hotel. The experience was not worth the extra cost.

Me and my girlfriend loved our stay and would gladly recommend to my friends