Residence Inn by Marriott Cleveland Independence

We booked a room at the last minute for a day because of a funeral, but were given the wrong hotel and had to cancel. With the stress of an unexpected funeral, I hoped they'd understand the situation. Instead, they were very rude and still made us pay the full room charge after we canceled.

The staff really tried to help, and that was the only good part. Our first room had roaches. The hotel acknowledged it and gave us a 50% reduction for one night of our three-night stay. The second room was better, but in our experience the property was long overdue for renovation, especially as Marriott PLATINUM members. Wish we'd avoided this one.

I arrived after my flight as a titanium elite member, nearly diamond elite, and the third-shift woman at the desk was very rude. She said my room had been “cancelled,” but I pulled up my active reservation in the app, complete with confirmation number. She wouldn't accept it. I never cancel reservations, so I was very confused. I then asked to book a room and was told they were “sold out,” even though the parking lot looked very empty. Then another reservation walked in behind me and she checked them in. I'm confused. Please get a new third-shift attendant. She's unfriendly and making this hotel lose money. 0/10.

The rooms and staff were excellent. My issue is the room prices keep changing, and they charge your card without telling you. When I asked, they apologized and removed the charge. Marriott's kinda shady, just my opinion.