Homewood Suites by Hilton Cleveland-Beachwood

We spent three nights there during the Fern snow storm, and the staff worked hard to keep up with it, clearing the sidewalks and trying to clear the parking lot as snow continued to fall. Breakfast was fresh and very good each morning, and staff were available whenever people needed something. The rooms were clean and comfortable during our three-day lockdown. I’d stay there again when visiting Cleveland Clinic or traveling.

Breakfast was great, and the check-in and cleaning staff I met were pleasant. The hotel itself was clean but a little worn, and less than I expect from a Hilton. We’re a family of four and got three bath towels. When we went to the pool in the morning, only two pool towels were left, and the front desk had no more. Linda tried to sound pleasant, but her annoyance showed. I asked for three bath towels and two pool towels. I thought the girls could reuse the previous night’s bath towels for their hair. Instead, I got no empathy, just a smile hiding irritation. Linda seemed perturbed that I had dirty towels in my room. I told her she could come get them because I was done with the attitude. She said I could put them in the hallway. She told me to do it instead of asking nicely, so I left out the towel that was too wet to reuse. Now there’s a wet towel on their carpet. I understand guests may keep pool towels, but the hotel should stock more. That isn’t Linda’s fault. I hope she has a better day.

My wife and I stayed over the weekend of Jan 9 to visit family, and the hotel was a huge disappointment. The pool area was packed, with at least 30 people, mostly kids, screaming and jumping. We couldn’t use it and went back to our room. Staff told us this happens every weekend and that mostly local people come for parties. Kids were running in the hall all night and jumping in the room above us. Breakfast the next morning was just as chaotic. The hotel knows about this but doesn’t do enough to manage it, and management and staff seemed complacent, even as if they condoned it. It’s unfair to paying guests who want to use the amenities. This is far below Hilton’s reputational standards, and I’d stay somewhere else.

I’ll be back to Cleveland and will book here again, partly to visit places Ms. Ijeana recommended. She knew a lot about her city and other things, and we had such a long chat at the front desk that my daughter thought I might’ve been kidnapped. I wish I’d gone down to meet her the night before. Even the soda in the suite shop cost less than I expected, and I usually avoid hotel shops because their prices are awful. The room was clean, and the pool and fitness areas were regularly serviced while I was there. I was happy to find a Hilton with a hot tub by the pool, I really needed that relaxing soak. Every staff member I interacted with was pleasant. Ms. Sunshine clearly loves her job. I was impressed by her kindness at breakfast both mornings, whether she was talking with elderly guests or little kids. It made me smile. One of the best hotel stays I’ve had in a while.