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| - Exceptionally horrible. I wouldn't under any circumstances stay here and if you expect their 'free shuttle' to pick you up from the airport you are going to be waiting for quite a long time. Perhaps forever!!!!!!!!!! I must say though, they were very nice and polite and seemingly very understanding (perhaps too understanding and too familiar with the short comings of this property). Even though my entire experience was unacceptable they did it all with a smile and didn't once wince when I complained. They even quickly complied and assisted me in making another hotel reservation at non Hilton property when it all became beyond unbearable. This was my third bad experience in a row with Hilton. I don't think I will consider staying at Hilton again except perhaps select Conrads and special properties such as the Kansas City President (both of which I would still probably recommend.) Hilton, besides their Conrad brand and select well run legacy properties like the Kansas City President, is now a lower end brand as far as I am concerned. I feel like a fool for giving them my loyalty for this long (which I ranted to their corporate headquarters on my way to the property from my uber which I had to take since the shuttle never came.. and the visit just got worse and worse and worse and worse and worse.....)
Details of stay include:
Safe was left locked when I arrived. Had to get maintenance to fix it first day.
Room was never cleaned. This perhaps was my own fault on Friday but not on Saturday.
Some noise in the hall Thursday.
Really loud construction noise that began around 9AM and ended at 6PM. on both Friday and Saturday. (Apparently they were remodeling the 4th floor.. scrape, bang, bang, bang, drill noise, scrape... pound pound.. most of the time I was in the room. I wanted to sleep in but even with earplugs this was not possible) I did catch some sleep during the day when they stopped intermittently..)
More hall noise Friday night, but not that bad.. but not that good either
I wanted to come back to the room and rest early Saturday since I hadn't gotten much sleep. Unbearably loud noise in the hall from about 6PM till when I finally left a little before midnight.
Front desk lady was nice and complied with my wishes to make me another reservation at another hotel for that same night, Saturday, and to refund my stay for three nights.
Staff was always polite. I had the breakfast towards 11AM Saturday and it was fine and the breakfast staff was very good.
Room besides all the noise and the safe not working was adequate, but not really as nice as I would expect at a Double Tree. This really wasn't a 'cheap' hotel price wise so I didn't expect it to have the problems it did. If I had only read the other Yelp reviews before I stayed here I would have known. After three bad experiences in a row, I will no longer trust the Hilton Brand name to deliver the level of quality and service I used to expect.
I was so thankful that there was room at the other hotel I asked them to book me at. I avoided a serious melt down and what could have been a hellish sleep deprived Sunday travel day. I got a lot less out of my visit to Cleveland than I would have expected to given the lack of sleep and constant annoyance of dealing with the short comings of this property. I am happy for the refund of the price of the room but it's impossible to refund the time and quality of time that I lost. As I said at the beginning of the review. I did report what happened the first day to their corporate office.
Thanks for listening, Hilton. Now do something about your inconsistent and deteriorating brand!
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