Extended Stay America Premier Suites - Cleveland - Independence

From arrival, the property looked poorly maintained. There was trash in the parking lot, dirty entry mats and door handles, and an overflowing hallway trash can. The hall smelled strongly of marijuana, which was especially troubling in a place meant for rest. In our room, the bedding and inside of the refrigerator seemed clean, but the fridge exterior was dirty and the door hardware looked possibly damaged or tampered with. The toilet seat was cracked, tissue had been stuffed into the bathroom fan, the sink handle came off in our hands, and the tub had no stopper. It felt like repairs had been neglected. Basic service and supplies were a problem, too. We asked for extra bedding and pillows and were told there were no usable pillows because the existing ones were “deformed,” and they were waiting for a new shipment. We had to ask for dishes, cups, and silverware, then carry them to the room ourselves in a plastic bin. Several staff seemed distracted by their phones and didn’t acknowledge guests coming in, though a few were polite when approached directly. There was no breakfast and no pool, and we felt the property might be unsafe. It felt like a ghetto motel. This experience doesn’t match what I’d expect from a “3 star” or “2 star” place. We couldn’t in good conscience choose it again or recommend it.

My family and I want to thank Dontez, the morning front desk attendant, for the care and hard work he’s shown us during more than six months here. We had to move rooms, and before leaving for the day, he made sure the new room was ready and everything was in order. He pays attention to guests’ needs and concerns, solves problems quickly, and helps make the place feel like home. Dontez is always welcoming, professional, and ready to help. His kindness, respect, support, and care make people feel comfortable, safe, and welcome. He brings positive energy every day, and his problem-solving really makes a difference. We know great service can be hard to find, and we appreciate the effort he gives to our family and everyone else. Thank you for making a difficult time more bearable and a little better. Our deepest thanks from the Hollis & Atterberry Family.

The room itself was huge and the stay was wonderful, and the man working Wednesday night was great. We were staying here so we’d be close to my daughter’s surgery, but on the icy morning we were meant to leave at 7:30, we couldn’t get out of the steep driveway. It was completely covered in ice, and probably still is. The surgery had to be rescheduled because I was stuck in the parking lot until nearly 11. I asked the front desk guy about salt or a salt truck. He said there was no salt and he’d call, but didn’t know about a truck. Every other hotel was being taken care of. I eventually waited for a car to move in the neighboring hotel’s lot, then drove over the curb into their lot and hoped for the best. I don’t recommend staying here during icy winter weather. I also called corporate to speak with guest relations and was hung up on.

We wanted to stay close to Cleveland without being downtown, and this was an easy drive of about 15 minutes. The hotel is in a quiet neighborhood near stores and restaurants, with plenty of free parking. My sister and I got a great deal on Expedia for three nights. Our suite was huge, with two queen beds, a bathroom, kitchen, living area, and two desks. It was clean, the beds were very comfortable, WiFi was free and fast, and the front desk guys were all helpful. There’s no pool or hot tub. They advertise a free grab-and-go breakfast, but it was usually gone by the time we came down, so I wouldn’t count on it. Still, we had a great stay and would definitely return.