Cleveland Marriott Downtown at Key Tower

The whole experience was a disaster. I understand the hotel could not control road closures due to the marathon. However, it took two phone calls to have someone guide me to the hotel. Upon arrival, no one offered to assist with the luggage. The person who checked us in was not very helpful. I felt I was being rushed through the check in process. I felt he was annoyed with questions about the hotel. The room had a weird smell to it. When we called down to request the car, there was no option in the room to call. I called the number on the ticket, and it rang to someone’s room. No one said you had to dial 9 then the number. The next day we left at 11 and returned at 5. Room was not cleaned and towels were not replaced. At this point I went downstairs and spoke to Miguel. I advised him WE have a problem. He was gracious enough to switch us to the governor’s suite for the night. It was appreciated. However the showers had no shampoo. Upon our return from dinner, no one was outside to take the car for the night. The BS answer was it is after a certain hour. To sum up, as Bonvoy members, this was the most unprofessional Marriot I have stayed. There is no chance I would stay at this location again. The best part of this hotel was Miguel at the front desk, if it was not for him, I would give the rating a one.

Let me begin by saying that I love the Marriott brand. My wife and I are lifetime titanium elite. We traveled from Youngstown to see our Cincinnati Reds play the Cleveland Guardians. When I made the reservation I used one of my nightly upgrade awards to see if a king suite was available. Three days before the reservation date I received an email confirmation that I had indeed been upgraded. Great. We arrived at the hotel at 12:15 as the game started at 1:40. When we checked in we were told that our room wasn’t ready. No big deal as we didn’t expect it to be. We stored our bags with the bellman and went to the game. We left the game early as our Reds were getting killed and got back to the hotel at 3:30. Our room still wasn’t ready but they would get right on it. No problem we will go sit at the bar and have a drink. The front desk woman said she would bring the keys to us. Well we have our drink and now it is 4:15 (check in time is 4 PM). The front desk woman comes to tell us that our room still isn’t ready and she gives us two vouchers for complimentary appetizers at the bar. Thanks but no thanks as we have dinner scheduled at a very nice restaurant in an hour. So we sit at the bar and continue to wait and wait. Finally at 4:30 I went to the front desk and they tell me my room still isn’t ready. However they have decided to upgrade us to a Governor’s suite. Great. We receive our room keys and head to the suite. We enter the room and see a dining table and chairs. Nice but doesn’t really do anything for us. We proceed to the bedroom and the first thing we notice is a queen sized bed. Now I am 6 feet 4 inches tall and my wife is 5 feet 8 inches. This simply will not work which is why I booked a king suite in the first place. So at this point we head back down to the front desk and tell them just to cancel everything as we are not staying in a room with a queen bed. I wish you could have seen the look on the front desk peoples faces. I honestly think they thought there was a king bed in that room. So we got our car and drove home. My question is that if they treat their best customers this way, how do they treat regular customers? They totally ruined a nice evening for my wife and me.

Great location! Proximity to concert venue and restaurants was so convenient. Staff was incredibly warm and welcoming upon our arrival and during our stay.

The concierge at the desk and valeting cars were so kind and helpful!

Breakfast was good and hotel was very clean

First let’s start with the good: hotel is in a great location centrally located in Cleveland and easy to walk to most downtown things to do. It’s right next to the memorial fountain with a quaint little plaza out front. The lobby is beautiful and has a great bar and open area to spend some time in.

Now for the bad - pretty much everything else. The rooms are completely outdated. A refurbishment was due over 10 years ago. Old furniture, carpet, everything is just really bad. Next the service… completely surprised given all the reviews that mention how good this is, so makes you wonder if those are real reviews. We were checked in by Lurene on what seemed like a relatively calm Friday night. No welcome, just a ‘can I help you?’. After providing our name and phone number, we were basically handed the keys and that was it. No appreciation for Bonvoy status or anything friendly. When we asked a couple questions this seemed to annoy this person versus any attempt to be helpful or kind.

Overall it’s been a few years since we’ve stayed here and I can’t believe how much has changed. Not sure if there is new management or what, but a completely different experience which is very disappointing. For a hotel that can make Cleveland look good, this Marriott completely disappoints.

I’m not even staying at the Cleveland Marriott Downtown and we still ended up here two nights in a row.

We were in town for the APWA conference and this spot is right across the street. A few of us came in late the first night and the experience was so good we came back again the next night without thinking twice.

Devon, the nighttime manager, was great. He was handling guests coming in and still made sure we were taken care of at the bar. He pays attention and knows how to read people. Nothing felt forced or scripted. He just gets it and makes you feel taken care of.

Mo was cleaning up and closing things down but still took the time to talk with us, give recommendations, and just be kind. It made the whole place feel comfortable and easy to be in.
We were there late and it never felt off or uncomfortable. It felt safe, relaxed, and honestly like we were welcome to be there.
We are not guests and still chose to come back. That says everything.

Bed was super comfy!
Didn't need to leave the hotel to get a drink or something to eat.
Room Service

This is a beautiful location and has amazing views of the cityscape of Cleveland! The ballroom facility was gorgeous as a wedding venue. The staff were top notch and it was so much fun. The next morning the breakfast buffet was so delicious. The rooms are nicely appointed, however, the bathroom shelves were not clean and I had to wipe them down.

First to start off with the parking which they were great. The hotel was beautiful. The rooms were very clean and nice. On our stay we were going to go out and eat but opted to try their hotel restaurant. The food and service was great. Check in was smooth and you are greeted at the door for any assistance needed. My real reason for this review is for Timothy who works in security. We had an item left at the hotel that I called about and the hotel said that they can ship it to me. Timothy helped out tremendously. So thanks Timothy and to the whole hotel team. Great job and great services. Will be back again for another stay when I visit cleveland again.🥰

Another great experience at this property. The hotel is located downtown and within walking distance of many attractions and eating establishment. While the hotel offers valet parking, I opt for self parking in the underground garage connected to the hotel.

The hotel common areas are specious, well maintained and clean. Each staff member I interacted with at the front desk was stellar. I really want to give a shout out to Mary. She has assisted my during multiple visits and always goes above and beyond to foster the best guest experience possible.

The rooms are quiet and clean. While nice, they are a bit dated and could benefit from an upgrade. The fitness facility is spectacular and the members lounge never disappoints.

Thank you fro an enjoyable stay.

Review Below From Nov 20223 Stay:

This is my ‘go-to’ Marriott when staying in Cleveland. The property is located downtown, easy to get to, and within walking distance of many attractions. Parking is located right across the street for those wishing to self-park. I used the mobile app to check in. I also used the app’s chat feature to request a room on a lower floor. After a few minutes, a staff member responded indicating that would not be a problem. When I arrived at the hotel, I discovered my room had been upgraded, I suspect due to member status. While the rooms are a bit dated, they are spacious and quiet. The member’s lounge is fantastic and always looked after,

I am sorry I have forgotten her name, but I do want to give a shout-out to the older woman working the front desk who assisted me with some questions. This is the second or third time I have interacted with her while staying at this property and every encounter has been stellar! She provides top-notch customer service, goes out of her way to address all questions and concerns, and truly makes you feel like she cares about you. I will make sure to get her name on my next visit as she certainly deserves recognition.

The only criticism I have is the lobby/front desk area. I am not sure who designed it, but they certainly gave no consideration to the sheer volume and sensory overload it causes. The only time it is not loud and hectic seems to be the middle of the night.

We loved the Cleveland Marriott at Key Tower. It is a beautiful full service hotel that is very convenient, clean and safe. Everyone at the front desk was extremely pleasant and helpful. The room had a great view of Lake Erie. The bed was really comfortable. This will be our go-to place in Cleveland from now on.

Exceptional location with great views of downtown and the lake. On site dining was good, but there was also a variety of restaurants within walking distance. We also took advantage of the concierge lounge which offered excellent snacks, breakfast, appetizers at the dinner hour.