Embassy Suites by Hilton Cleveland Rockside

The best parts for us were the breakfast and evening reception, plus the kind staff. Debbie at the front desk was very nice, and security guard James was especially kind, easy to talk to, and doing a difficult job. The hockey-weekend rules were needed and appreciated. We were assigned this hotel for a tournament rather than choosing it ourselves. It’s in a convenient area, right next to Top Golf for a team event. The open lobby got extremely loud with several hockey teams around, so the 10:30 pm quiet hours made sense. Starting at 4:00 each day, families had to sign up for the pool, while one person could reserve the conference room for the team. The kids were upset by the very strong smell of marijuana in the lobby, elevators, and some hallways, which seemed to come from guests staying for a getaway. Older kids were okay with it, but the younger ones weren’t. Getting around the building was a real challenge. There are no stairs to the lobby and only two working elevators, which could mean a long wait, especially at checkout. The staff didn’t design the hotel, and they were all so friendly and kind, so it was hard to be upset with them.

Our team was required to stay here for a youth sports tournament, and we won’t be back. The hotel looks nice at first, and there are some positives: spacious rooms, a convenient location, a pleasant evening reception, and a manager who helped us get a conference room briefly for a team dinner. But the lobby shuts at 10:30 pm, so there’s no place to gather, even quietly. The hotel was full, with only two of eight floors’ elevators running, and waits of more than ten minutes were common. Guests were told they couldn’t use the stairs. On our first day, taking stairs down to the main floor led through a staff area with carts of very dirty dishes. The ice machine on our floor was broken, too. The pool experience was awful. We got one hour from the front desk signup, but within ten minutes we had to pull our kids out because another unsupervised, rowdy group was physically hurting them. They put kids in chokeholds on the pool deck, threw them in the water, and one football hit a child in the face and caused a black eye. It didn’t feel safe, and security was right outside the door but wouldn’t act. We couldn’t use the pool for the rest of the weekend because it was “full.” Security guard James harassed our group of adults and children throughout the stay. He interrupted our private dinner in the conference room to lay out rules we hadn’t been told about. The lobby also doesn’t allow outside food or drinks, and he watched everything we did. When we asked why the rules were so strict, he said the hotel had a lot of problems, including “human trafficking,” because it’s just off the highway, and said Cleveland police would simply take you to jail. With an armed guard in the lobby all weekend, it didn’t feel reassuring. On our last night, James made us leave the lobby at 10:30 pm. The manager arranged a conference room so we could stay together, but we were allowed just one hour even though it was empty before and after. At 55 minutes, James came in with another man and told us to leave. The staff were rude and aggressive. This place felt more like a prison than a hotel. We usually support Hilton, but will never stay here again. I contacted the hotel with my concerns and still haven’t received a reply.

Free evening drinks were a nice touch, and the staff were nice, but this didn’t feel up to Hilton standards. We’d booked a king suite online weeks ahead, then were told at check-in none were available and given a room with two double beds. There aren’t queen beds either, so sleeping as a couple wasn’t comfortable. The room smelled a little musty, and the beds were dated, saggy in the middle, and uncomfortable. The sink faucet was loose, the shower curtain smelled musty, and the tub was dirty. TV choices were limited, and the older LG guide didn’t match what was actually playing. Breakfast was just middling, not Hilton’s best. I’ve had much better at Hamptons plenty of times. I’ve stayed at a similar Embassy Suites in Atlanta that was significantly better.

I’ve stayed here several times and never had a bad experience. It’s an older property, but it’s kept clean. The staff are consistently professional and courteous, and it’s a large place with meeting rooms for events. The rooms don’t have smart TVs, so there’s no streaming. Breakfast is great, though whether the waffle maker is available can be hit or miss. The kids look forward to waffles, so it’s disappointing when it’s not out. A second one would help since it’s such a popular option. My main gripe is that many guests don’t seem to respect others, and their kids run wild. I wish staff did more to remind people to keep noise down during quiet hours, though I understand some people ignore the rules anyway.