OYO Hotel Cleveland, TN

The hotel's location and the people around it didn't bother me, because Ms. Liz's kindness made the whole experience great. Her customer service was wonderful. She treated us like family, only without the lies and deceit. When I was taken to the hospital by ambulance, she made sure my children were safe and looked after until I got back. She went above and beyond. Thank you, OYO, for having her on your team, and thanks to the other employees who've been a blessing to us too.

When I was having trouble finding something to eat, the staff stepped in and made sure I had food. That kindness made me feel like family instead of just another guest. They're there whenever you need them, whatever the time, weather, or circumstances, rain, sleet, or snow. I've never experienced dedication like theirs, and their care goes above and beyond. I'm incredibly grateful for all they've done. If you want a place where the staff really care about your well-being and make you feel welcome and supported, this is it. Highly recommend!

A few hours after we arrived, my sister started itching and spotted a bed bug crawling on her leg. She had no bites or itching when we got there. We went to the office to say we were leaving and asked for a refund for the two nights we wouldn't be staying, but the man who'd “cleaned” the room got rude and said it couldn't be a bed bug because he'd just cleaned. He also had an attitude when I'd asked for toilet paper earlier, since there wasn't any in the room. He claimed he'd mopped, but the floor still had dirt on it and there were hairs in the tub. He was still “cleaning” when we arrived at 4:30 p.m., and it was 8:40 p.m. when I wrote this. After 33 years, this is the worst place I've stayed. If you're considering it, go back and find another hotel. There are better places without bed bugs or employees who act like doing their jobs is such a burden.

You have to leave a cash deposit, and they check the pillows and towels after checkout, so make sure everything you're given is there or they'll charge you from the deposit. Don't pay online. I paid before arriving and checked in at 4 p.m., only to hear my room wasn't clean and nobody knew when it'd be ready. They wouldn't refund what I'd paid, so I was expected to wait an unknown amount of time, even though check-in is clearly listed as 2 p.m. How does a motel stay in business like that? Don't waste your time or money here.