Fairfield Inn & Suites by Marriott Cleveland

I was in Cleveland, Tennessee for my father's funeral, and the staff at the Fairfield showed real kindness and professionalism during a very hard time. General manager Colt made me feel welcome right away, and Nick and Victoria at the front desk were patient, warm, and genuinely caring throughout my stay. The hotel was clean, comfortable, and quiet, but what mattered most was how compassionate the team was. They made a painful trip a little easier. I'm grateful for the way they treated me and would recommend the property to anyone passing through the area.

We barely slept because the room was so uncomfortable. The AC didn't work, and the temperature seemed about 10 degrees warmer than the hall even though both thermostats read 68. Compared with other Fairfields, this was well below average. My husband has stayed 125 nights this year at Marriotts, so we have a lot to compare it with. There was a broken body wash bottle, breakfast was missing basics like milk, and the hotel was noisy overall. We wouldn't stay again.

Cole said the front desk had made an error and charged my card as well as taking my cash when I paid at the hotel during our vacation. I called three days later, but couldn't reach him until the fourth day. He said the funds would be held for five days either way. I have worked for a bank, and that's not right: a hold should drop off within 24 hours, while a refund for their mistake takes five days. He didn't apologize and said he was the highest person I could speak to. The manager was rude and showed no empathy for an error made by his staff. I won't stay here again. I'll contact the corporate offices and the bbb, speak with his regional supervisor, and get this handled correctly. He needs customer service training, and based on some other reviews I've read, he and some others should be fired.

The room was clean and had a good-sized bathroom, and the front desk staff were kind. The members breakfast also had plenty of decent options. But we booked specifically for the indoor pool after being told before check-in that we could use it. Once we'd paid and checked in, we were told it was under renovation. If they'd told us then, we could have chosen another hotel. The TV remote didn't work either.