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  • I left a review on the hotel's website and have not received a response, which in my opinion, is confirming the behavior of their staff--they simply don't care. I am not looking for a refund or compensation, I just want someone to respond and (at least pretend) they care. My original review: My family and I booked this hotel as part of a bigger event. From the moment we booked the hotel months ago, we had an issue. I was given a special promo code from my cousin, the event organizer, to get discount pricing. When I initially called to book the room, I was told there were no rooms left in the block. Unacceptable, since I called to book the room the MOMENT I received the event invite. Fortunately, my relative and the hotel were able to work it out. Then, I decided to extend our stay for the special rate, and the hotel was incredibly difficult to get a hold of. Again, this was worked out (after MANY emails and phone calls). When my family got to the hotel, we realized one of the rooms only had one bed. We requested the room to sleep 3 people. How are we supposed to fit three people in one bed? When I booked the room, we were assured our room could sleep three people. This was obviously not the case. When we asked for a new room, were told there were no rooms with two beds, and no rollaway beds. Basically, they said, even if we had 5 people in our room, we'd be stuck with one bed. But, we could have some pillows and blankets (for the floor). Unacceptable. All in all, we were able to make it work and as I said, as far as the event my family had there, it was great, but the customer service from the front desk staff was appalling. The rooms were small and cramped, and when we pleaded and BEGGED them to help us with our situation, they offered no help or services. This hotel is in a wonderful location, but if I ever make it back to Cleveland, I will NOT stay here, nor will I recommend the hotel to others. Please get your staff some customer service training. As someone that works in retail, I couldn't believe how unhelpful they were.
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