Holiday Inn Express Suites Cleveland Northwest, An Ihg

Beautiful, clean and nice location, unfortunately From the Manager to the front desk on 1st shift(2-3rd were nice) all the way down to the room cleaners and dishwasher in the mornings, the rudeness is mind blowing. I live in the Northeast and I am used to people being focused on simply getting the job done, but it seems the employees here are miserable and they have no problem passing on their frustrations on to the guests. And after meeting the Daytime manager I can see why. This location would do well to have management makeover. We have family in Cleveland and have stayed here numerous times in the past, and I can promise you this, we will never stay here again until management is changed. Hire someone from ChickFilA please, they understand the value of decent customer service. I am not talking about major things, I’m talking about simple daily tasks such asking for creamer for the coffee in the morning because it ran out and the employee responded with “well get the bucket it goes in” as he roles his eyes. My 8 yr old could give these people a lesson in common decency and respect. If you stay here, it’s clean, but god forbid your key stops working, or you need towels, or have a question about why the back door doesn’t work (and hasn’t for a while apparently) and you have to walk around the entire hotel in the rain if you park in the back. It’s just crazy and mind blowing. No doubt Dale and Richie Hughes will take notice in no time that the new Managers standard of “less then a zero” level of customer service is now standard. Stay somewhere else until they can get management straightened out. Or just pray you don’t have to interact with the daytime staff.

This was one of the best hotel we have stayed at. It was so clean and all the staff were very friendly and helpful. We would definitely recommend it.Rooms: 5/5

Clean rooms, great service from hotel staff, great location, comfortable bed

Not sure why they let you pick the type of room and beds you want on your reservation when they clearly just stick you with whatever they have left. I booked our room weeks in advance. Great past experiences with Holiday Inns in the past but this experience has turned me off. We have been told that there aren't other options while staying here, and we won't receive a refund if we get a different hotel. The TV image is burned out, room isn't fully clean and the pull out bed mattress is as thick as a piece of paper.

Okay, I stayed here about a year ago and they have made a huge improvement. Rooms were very comfortable and clean. Breakfast was delicious and the kitchen staff and house keeping are amazing. The Front desk staff on the other hand is so not with it. I was never greeted with a simple hello either by the night desk clerk and the morning desk clerk. I was just looked at with the attitude of like “why are you here and what do I need to stop doing to help you” attitude. I truly feel insulted by your FRONT DESK employees. They represent more than just themselves. They are the face of IHG. Truly disappointed in the front staff. Do better!!