Hilton Garden Inn Cleveland East/Mayfield Village

The staff were friendly and did help, but the key problem kept bringing me back to the desk. My digital key failed at check-in, and the first physical key they gave me failed too. A staff member got the door open with a laptop, took the physical keys back, and said the digital one should work. It still didn't the next morning. They made me another physical key and said they couldn't move me because the hotel was full. Luckily that key worked, but I had to get replacements three or four times during the stay. They could've checked the door properly the first time instead of making me keep returning to the desk. The room felt outdated, and the window shade didn't cover the whole window. It didn't feel private, and sunlight filled the room each morning. The hotel is tucked away, so watch the signs when arriving. It's also right beside a busy, loud highway. I spend a lot of time and money at hilton properties, and this wouldn't be my first choice.

The staff were very friendly and helpful, and my room was clean. The TV was unusually small for a hotel room, so watching something and relaxing wasn't as comfortable as it could've been. One thing to know when booking: get the breakfast voucher. There's no self-serve breakfast, and paying without the prepaid voucher may cost more. Even with the small TV, I was comfortable overall and would stay again.

The hotel was clean and the restaurant food tasted good, though you could only pay cash or charge it to your room, not use a credit card. The rest of the stay was disappointing, especially for a romantic weekend. I called ahead on February 14, 2026, and was told there was a hot tub, but it was closed for repairs and looked as though it had been that way for a while. Two outside entrances wouldn't accept our key cards, so we had to walk around to the front. The only working ice machine was on the fourth floor. Our shower pressure was awful: it would stop for 15 seconds, come back cold, warm up, then drop to a trickle and shut off again. On the second morning, we asked for towels and were told there was only one available for the two of us. The sheets weren't put on properly, so we had to remake the bed. The hotel's infrastructure needs repairs and updating. I wouldn't recommend it, and until I learn whether these are franchise owned, I won't use this chain again.

I grew up in Mayfield Hts. but moved to South Florida 48 years ago, and I've lost my ability to drive in snow. I was five hours from Cleveland by car and had booked three nights when I saw on the Weather channel that Cleveland had been hit with 10 inches of snow. Since it was check-in day, I figured I was too late to cancel, but I called the front desk and spoke with Mike. He was honest about the hotel's unreliable third-party snow plow company, which often didn't show up when called, and the snow-filled parking lot they were stuck dealing with. Mike went above and beyond, approved a last-minute cancellation, and returned our Hilton Honors points. Honest, professional, courteous desk staff are hard to find. I applaud Mike and the team at the Mayfield Village Hilton Garden Inn. I've stayed here before and always had great service from a wonderful staff. Thank you, Mike. We'll keep staying here in the future.