Hampton Inn & Suites Cleveland/Independence

I came to town for an exam, and Erica at the front desk made me feel welcome. She was kind and easy to talk to. The room was comfortable and very clean, breakfast offered lots of choices, and the hotel was easy to find in a great location. I really enjoyed my stay and would recommend it.

I travel and do business regularly, so I know problems can come up. What matters is how the staff responds, and here I felt there was no hospitality or willingness to help a paying guest. At check-in, the woman who said she was the manager wouldn't check me in. She seemed unsure how to handle my reservation and didn't make a real effort to sort it out. Her manner was cold and dismissive, and the whole interaction felt unprofessional. It was one of the worst check-ins I've had. First impressions matter, and this hotel made a very bad one. Based on this experience, I wouldn't stay here again.

The location is great, and the staff were friendly, but I'd choose another hotel next time. It's an old property that needs updating, and breakfast didn't offer many options. The first night was sweaty because we couldn't find the A/C control tucked behind a lamp until we moved the lamp completely. The shower door wouldn't stay shut, the sink drained poorly, and the toilet seat was loose enough that we nearly slid off whenever we used it.

My sister and I stayed for three nights, and I'd gladly come back when I visit Cleveland Clinic, where I'm a patient. Carol, who looked after breakfast, was sweet and helpful each morning, and we enjoyed chatting with her. The free breakfast was delicious. Derek at the front desk was also very pleasant and gave us a useful list of nearby restaurants. Our room was clean, the bathroom spotless, and the beds comfortable. We had a mini coffee maker and a fridge for snacks and leftovers. It was a wonderful stay.