SpringHill Suites Cleveland Independence

I was on a short work trip, and the staff were friendly and helpful. Breakfast was standard, but Candy, who set it up, was a standout. I’m an early bird, and it was always ready right at 6:30am, arranged with care. She was sweet, clearly took pride in the work, and always greeted me and asked how my stay was going. Her concern felt genuine. I hope management recognizes how kind and intentional she is about her job.

Candy was terrific at breakfast, friendly and easy to talk to, and she really goes out of her way to keep guests happy. She deserves a raise and promotion. I used to work for Marriott, and I hope this review gets read aloud at the next GSS review meeting. If I ever became a GM, I’d offer her a blank check to join my team and build the staff from there. It’s rare to find someone so passionate about the job and representing everything Marriott stands for. The room was surprisingly nice, and the front desk staff were friendly too. Thanks for a great stay. I’ll be back!

At the Holiday Inn this weekend, with the same group of parents and kids, the staff had nothing but compliments for the well-behaved children and courteous parents. That was a huge change from our stay at SpringHill two weeks earlier, which was the worst hotel experience my family and I have ever had. We were there from Thursday to Sunday for a play and stay hockey tournament. Our room was never cleaned or restocked with towels or anything else. Staff were rude, used profanity, and tried to intimidate children. Sandra Dangerfield has completely lost control of the hotel. It’s far from the Marriott standard I’m used to. She backs up the awful night staff, who call the police over nothing. Watching guests get threatened with eviction night after night was unbelievable. The local officers were actually nice, and we shared a few laughs amid the craziness. With their body cams off, they kindly told us this happens all the time at this hotel and advised us to avoid it. Unfortunately, the experience left a terrible lasting impression of the Marriott brand. Our stay cost almost $900 Canadian, and Sandra offered no compensation. Beware, this location is guaranteed to be a nightmare.

For 18 minutes, starting at 1am, the fire alarm kept going off. A guest in the hallway told us it was a false alarm. After 15 minutes I finally went to the front desk to find out what was happening. The older brunette desk agent laughed at me, then very facetiously said she was glad the alarm system worked. Don’t expect basic customer service from them at 1am, especially when the one thing a hotel is meant to do is let people sleep. It seems the alarm system actually wasn’t working. After such a major middle-of-the-night disruption and that response from staff, I’m definitely following up with corporate.