InterContinental Cleveland by IHG

Housekeeping was the awful part of both stays, and this was my second visit. On the first one, the sink was so clogged it could have overflowed after five minutes of running water while washing my face. We were there less than 24 hours, so I let it go. On our latest visit, I found blood stains on the sheet Tuesday afternoon and texted the hotel. They said someone would come, but after an hour nobody had shown up, so I called. Two housekeepers came. I felt one was yelling at me, though it may have been a language barrier, and I let it go. They changed the sheets. The next day I saw another blood spot on the outer sheet. We were tired and it was late, so I was going to overlook it, until my husband spotted another one. We found at least four separate bloody areas without even looking hard. That’s unhygienic and disgusting. Since the hotel is attached to Cleveland clinic, hygiene should be especially important, given many guests are sick or immunocompromised. A quick look at the sheet after making the bed would have caught the stains, just as running the sink during my first stay would have revealed the clog. Management should encourage housekeepers to inspect rooms and reward staff who notice and report problems. The housekeeping manager offered 20K points, which I declined because I don’t plan to stay at an IHG property again. The next morning, the manager gave me $150 compensation. In my opinion, that’s a joke.

The staff took great care of us, handling every need quickly and efficiently. We had a wonderful stay at the Intercontinental, and its proximity to the Cleveland Clinic is great. I truly appreciate the team.

Everything felt well-kept and high quality, and I appreciated the thoughtful amenities. The room was spotless, roomy, and comfortable, with an especially cozy bed.

They’d noted the issue from my stay a few months earlier on my account after I left a review. When they saw I had another reservation, they went out of their way to make things right for the problem in September. Joy, Kaan, and Samantha are among the most professional people I’ve met at any IHG hotel. I’m a Diamond member and travel often for work, and this hotel and its staff are among the best I’ve experienced. Well done. See you all next year.