Extended Stay America Suites Cleveland Great Northern Mall

I’d choose another hotel or long-term stay in the area, including one closer to the airport. Rates run about $600-800 a week depending on demand, and I don’t think this property is worth that. Several rooms had damaged furniture that wasn’t fixed. A couch had a sign saying not to use it because it was being maintained, and the desk’s wood trim was loose or broken. The bathroom sink never got hot water, though the other faucets did. The weekly pet fee itself is standard and wasn’t my complaint. The problem was that they missed it at renewals, then charged two weeks of fees at once without telling us. The front desk staff are mostly helpful and knowledgeable. The other women there were wonderful and took extra steps to resolve issues within their power. One associate, though, seemed like a nepotism hire and didn’t know the job or prioritize guests. The management was the bigger problem. Jay, the property manager, handles three properties, but in my experience he can barely manage one. He charged our card when he knew he wouldn’t be in the office, leaving his employees to deal with guests questioning the error. A manager should handle their own mistakes, communicate, and lead by example instead of leaving the cleanup to staff. I wouldn’t recommend this hotel, and I hope most of the employees find better jobs.

The fold-out bed was disgusting. When we showed it to staff, they didn’t offer another room or a different bed for my children. We sprayed it with alcohol and flipped it over; all they said was that they didn’t have any beds. It was obvious they didn’t care, and the hallway smelled bad too. I wouldn’t recommend this hotel, especially because of that bed.

There were bugs on the bed, and rather than kill one and make a mess, I had to pick it up with a tissue. The towels weren’t clean either, with lots of hairs stuck to them, so I assume the laundry wasn’t done properly. The bathroom was dirty, and the room and fridge smelled bad as soon as we walked in. Employees need proper training, and rooms should be assigned according to the reservation and customer requests. Please fix these problems and provide better service.

We found a cockroach in the room. Management didn’t compensate us for the inconvenience or health hazard. I got the impression they weren’t surprised by what I found.