Hampton Inn & Suites Cleveland Mentor

The breakfast was good, with everything stocked and no issues, and there are plenty of nice newer restaurants within walking distance. The location is excellent. The room and bed were very comfortable, and every area was clean. The hot water, though, was only lukewarm. This was the second stay in a row at different properties where the clerk didn’t recognize me as an Honors member. The staff also didn’t seem as friendly as at other Hilton properties.

We had booked an ADA room, but it wasn’t accessible. The general manager found us a fully accessible room instead, with a lower bed and a bathroom that was completely accessible. The breakfasts had lots of choices and were awesome. Staff were extremely friendly and helpful throughout our stay. We’ll definitely book here again when we’re in the area.

It’s a nicely renovated hotel, and I’ll definitely book again. Room service is back to how it was before Covid, which was nice to see. I needed help attaching my Hilton Honors number, and the young woman at the front desk took care of it. There was a water problem in the hallway, but the front desk woman handled it right away. Another guest gave her an earful because she wasn’t at the desk answering the phone. Sometimes you can’t be in two places at once. She handled it much better than I think I would have.

Subject: Disputing an incorrect no-show charge and unprofessional conduct, requesting a prompt resolution. I am formally disputing a no-show cancellation fee that was incorrectly charged to my reservation, which was confirmed through January 30. On January 29, the hotel left me a voicemail asking whether I was checking out, and Jennifer emailed to ask the same thing. I replied that day, clearly saying I was not checking out on January 29, that my reservation was valid through January 30, and asking them to confirm my room was secured. Despite that, I was later charged a no-show fee for a night included in my confirmed stay. The charge is incorrect and unjustified, especially since the hotel initiated contact to question my stay. When I called to ask for clarification, Jennifer yelled, interrupted me, and hung up several times rather than explain the charge. That was extremely unprofessional and unacceptable. I’m asking for the charge to be reversed immediately, a written explanation of how this happened, and a review of Jennifer’s conduct. I’ve saved the voicemail, email correspondence, and reservation confirmation and can provide them if needed. I expect this to be resolved promptly.