Residence Inn by Marriott Cleveland Airport/Middleburg Heights

The hotel was very clean and the rooms were spacious, but I won't be back. On New Year's Eve, the staff seemed dry and unwelcoming, and breakfast was disappointing for this caliber of hotel. The mattress was the worst I've slept on at any hotel. Checkout was at 11am, yet someone knocked at 10:12. Before I could get to the door, with my children still asleep after a long New Year's morning, the housekeeper came into the room. She apologized, but that was unacceptable. They could have waited until 11 or cleaned rooms for guests whose checkout had been confirmed.

We arrived exhausted at 10pm, and they couldn't even access our reservation. The hotel had apparently been dealing with power outages all day but kept taking bookings. Marriott should have stopped accepting reservations hours earlier. The front desk woman said there was nothing she could do and wished us luck. She didn't control the outage, but there were better ways to manage the crowd. She could have announced who could and couldn't be checked in so people weren't left waiting while she took others to rooms and came back down to say she couldn't help them. A recommendation for another hotel, plus a phone number or written contact details for everyone to follow up about comps, would have helped too. Given the situation, her manager shouldn't have left her there alone.

We were driving from TX to NY with two 26-foot Penske box trucks, one towing a car trailer. Someone from our group arrived early and spoke with the staff, who arranged parking very close to the hotel. I was really impressed with how helpful they were.

The breakfast was delicious, and the man in charge of the spread clearly takes pride in his work. The room was huge and clean. What a nice place!