Hilton Garden Inn Cleveland/Twinsburg

A pipe burst meant I had to stay here for a month, and everyone was so friendly that I felt at home. They did a great job cleaning the rooms too.

The location works really well for visiting our family on special occasions, right off the highway. I’ve stayed here for years, and after the renovation I was impressed. Now the furniture is showing wear, and the bed pillows were barely bigger than throw pillows. We stayed four nights and never got housekeeping. When we arrived, we’d already checked in, so we didn’t need anyone, which was convenient. It was a bit late but not too late, and the only staff on duty were sitting on the couches with someone. We were barely greeted, and if we’d needed anything, it wouldn’t have been clear who to ask. I’m also uneasy about security. Someone who isn’t staying there could get into the rooms after hours. The desk is often unstaffed, so a person could walk through the lobby and take the elevator, possibly causing harm or damage before staff noticed or could stop them.

We had a destination wedding for my daughter, with 22 family members traveling, and booked 19 rooms. The hotel gave us a wonderful place to celebrate and make lifelong memories. From setting up the master account through checkout, things felt seamless and memorable, even when things happened. The team went above and beyond to help us feel comfortable and cared for. Dejon, Shawna, Keisha, and many others were warm, professional, and supportive, including with last-minute changes and thoughtful recommendations. Heather T., Felecia, Debbie, and Jodi hosted the private breakfast buffet on Saturday and Sunday so attentively and cheerfully that everyone started the day smiling. Housekeeping was wonderful and always ready to help. I’m sure there was a whole behind-the-scenes team helping over the weekend too, so thank you to them as well. Megan is a true leader with an outstanding team that lives by the motto “Try to do it right the first time.” They really did. I did have two frustrations. I prepaid for 30 people at breakfast, but fewer than half showed up. We also couldn’t send the food to their rooms, and many guests had arrived from overseas and were dealing with jet lag, so we ended up eating at the nearby restaurant too. Working with Laura from the sales team was difficult. Communication was often delayed, and my instructions weren’t passed to the rest of the team. She oversold and underdelivered. I didn’t get the room credits we’d agreed on and had to pay more to keep things moving. Next time I’ll work directly with the Hilton corporate sales team or use Amex team. Even with that disappointment, I’d highly recommend the hotel for a large family event or wedding group.

For our luncheon in a private room, the service was great and the food was good, but the portions seemed small for $33.00 per person. The little potatoes had decoration on top, but they were barely warm. I doubt the butter would even have melted on them. Potatoes usually hold their heat, so I don’t understand how they got cold. I’m giving four stars instead of five because the portions could have been bigger and the potatoes should have been much hotter. There were almost 40 of us.