InterContinental Suites Hotel Cleveland by IHG

I’m a patient at Cleveland Hospital and needed somewhere close. The shuttle can take guests to hospital appointments and nearby grocery stores for longer stays. The service was excellent from the moment I arrived, and they took such good care of me. The room was spotless, and housekeeping was very efficient. This is the place to stay if you’re going to Cleveland hospital. All the best if you have surgery coming up.

The location is perfect, and the staff are professional. We’ve stayed at the Intercontinental Suites, Cleveland Clinic several times and always have a great visit. The suites are lovely, the rooms are squeaky clean, and the beds are incredibly comfortable. The shower pressure is great, too.

We keep coming back because it’s so close to the Clinic, and the staff are consistently friendly and helpful. One small thing that would make the room more convenient: a roll of paper towels near the sink and coffee maker.

I shared these comments with the Front Desk Manager and Restaurant Manager before leaving. This was the worst experience I’ve had at an IHG hotel. Breakfast was the main problem. At check-in, I asked for extra buffet coupons and was told we could only have two, which I accepted. I also asked whether the kids’ buffet breakfast was free like at Holiday Inn, and was told it had a reduced fee. But the next morning there was no buffet, only à la carte. We were told the coupon could be used for an “American breakfast.” We had picked Intercontinental expecting a buffet. The waiter was rude and argumentative throughout the meal, and the service had a bad vibe. We raised it with her supervisor (JG), who said she’d speak with the Manager (AH). He never came by. JG said he’d looked at our reservation and that nothing more could be done. I was unhappy, but AH didn’t come explain or offer an alternative. Since we couldn’t take the family elsewhere for breakfast at that point, we stayed. Our food took well over 45 minutes. Then JG brought the bill for our party of five, with everything charged except two omelets, apparently the only items covered by the coupon. I asked why that was different from what she’d said about two American breakfasts. Even McDonalds includes coffee or orange juice and toast. She reluctantly went to “fix” the bill and removed all the beverages. At our table, the cup was dirty, and the sauce bottle wasn’t clean either. I brought the whole experience up with the Front Desk manager at checkout and gave details. She listened, but didn’t seem attentive. When a loyal customer is giving face-to-face feedback, at least making eye contact would have helped. To me, this points to poor management and poor employee training, mentoring, and coaching at the best IHG brand hotel, aka Presidente InterContinental.