Home2 Suites by Hilton Cleveland Independence

After a fire destroyed my home on 2/28, I booked a room at Home 2 independence Ohio on 3/1. I had lost my wallet, ID, cards, and everything else, and only had a suitcase and some newly bought clothes. I'm a 20-year Diamond member and paid with honors points, but they still required ID I no longer had. Their credit system also wrongly declined my Apple Pay. I was already in terrible distress, and the staff and ownership treated me with a level of rudeness and disrespect I can't believe. It was a shocking lack of basic human decency. I'm now a Marriot customer, and I would tell people to avoid this hotel.

The one bright spot was the older woman working breakfast. She was sweet and welcoming, though the rest of the staff weren't as hospitable. Breakfast itself was disappointing, with little variety and hot food that was only warm. We stayed three nights, and despite the posted note saying service came every other day, apparently they don't do Fridays or weekends. They wouldn't even bring towels to the room. The rooms were outdated, very small, had tiny TVs, and the beds were uncomfortable. I wouldn't come back.

On Valentine's Day, the night desk guy had such a terrible attitude, like he hated his job and everyone who booked there. My skillet was broken, and when I showed him a video, he wouldn't watch it or check whether there was another one. He just said, “Oh well,” took it to the back, then came out and acted like I wasn't there. Two couples came in with questions and he brushed them off too, so I ended up helping them. I was paying over $150 for a room and expected him to be nice and accommodate guests. Later, when I tried to get a skillet, he nearly threw it at me. I have it all on video. When I asked his name, he said he didn't have to tell me anything. He even came over trying to intimidate me. I'd never return with him working there.

I've stayed here a lot and it's never let me down. The rooms are always clean, and the location is nice, close to plenty of restaurants and shops.