Crowne Plaza Cleveland Airport by IHG

I booked one night through the Stay and park package because the price was very reasonable. I usually stay at the Hilton near the airport, but needed to leave my car for a few days and their package cost much more. I'd used Crown Plaza's airport parking before without problems, so after reading some reviews I decided to try the hotel too, since it was only one night. Unfortunately, the room was worn and dated, and it hadn't been cleaned well. There was a smear on the mirror and hair on the bathroom toilet, as if housekeeping had rushed. This was my first stay at any Crowne Plaza and not a good first impression. The front desk worker, a (Spanish woman), was welcoming and nice, and asked about the heavy snow and road conditions. Still, she didn't acknowledge my IHG status, thank me for being a Platinum Elite member, or offer water. I'm not sure whether I'd stay again. It depends. Their parking and shuttle have worked well for me before, and I might give the hotel another chance on that basis. Parking the car and taking the shuttle to the airport was very reasonably priced, and I've never had an issue with that service.

The airport ride at the start of our January trip went smoothly. The driver was polite and explained where we'd wait for pickup. We were staying at the Crowne Plaza Cleveland Airport with the park, sleep, and fly package, and had extended our parking plan. Coming back on a cold January night was a different story. We waited about 45 minutes for the shuttle and called the hotel several times without an answer. I eventually paid another $30 for a Lyft to get back to our car. At the desk I left my contact information and was told someone would follow up and reimburse the cost. Nearly six weeks and several calls and emails later, there's been no response or reimbursement. I later saw other reviews about airport pickup problems, though I'd initially given the hotel the benefit of the doubt. They ask for your return time at check-in, but don't seem to use it to make sure a shuttle is available. Based on our experience, I wouldn't recommend relying on them for timely airport pickup, especially on a cold Cleveland night. I'm replying to the hotel's response. Thanks for the apology, but management still hadn't contacted me, so I tried calling again. I left a message asking for a prompt call back and was told he was walking the property. Even after the public reply, nobody from management followed up directly. I still welcome a proper resolution.

I've used this Cleveland area property's airport parking several times before and it was first rate, with great service and professionalism. I've also stayed at many IHG hotels, including Berkeley, CA and Paris, France. This morning was the opposite of those earlier parking experiences. After prepaying, I called to confirm a 4:00 am shuttle and was assured it ran “24 hours a day.” When I arrived, nobody was at the front desk. The shuttle driver, a heavyset gentleman whose name I didn't catch, was cordial and apologetic. He said problems with third party parking apps meant reservations weren't reaching the hotel, and sent me to the desk. Brian, the front desk clerk, eventually came back and was rude and unprofessional. He told me I'd “paid for the parking, not the shuttle,” so getting to the airport was my problem. He also rudely said my car would be towed if I didn't park on the north side of the building. That contradicted how the parking service had worked the last several times, when the shuttle was included. I would have paid extra for a ride if Brian had offered, rather than having to wait for a $20.00 Uber. His unpleasant, rude approach is a serious customer service liability, and I can only imagine the revenue it has cost the property. I hope the hotel fixes this and becomes a first rate airport parking option again.

The front desk clerk heard that I planned to switch hotels and said, “I don't blame you.” This was during a 12 day stay at the worst Crowne or IHG property I've experienced. On arrival, the TV was outdated and didn't work, the remote had no batteries, and the room phone was dead. I reported these problems, but maintenance staff were all busy. When someone finally brought another remote and tried to program it, the inside door handle fell off as he was leaving. I had to show him how to put it back temporarily so we could open the door. I'd already seen a group switched through four rooms because of problems. The carpet looked like it hadn't been cleaned in years, and only one elevator worked. It took forever when busy. I called housekeeping once, but the sheets were never changed, toilet paper wasn't put on the rack, towels were left on the bathroom counter, and the shower wasn't cleaned. It also backed up because the drain was full of hair. The toilet handle fell off and I had to fix it. I reported all these issues to the desk on day two. The breakfast was only a stale buffet. I never tried the Italian restaurant after the rest of the experience. I don't recommend this hotel. Spend half as much and you could probably have a better stay at the Motel 6 across the street.